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  • How to Retain Massage Therapy Clients

    Person Getting a Massage - Client Retention
    In order to build up your client base, focusing on client retention should be your number one priority. The ability to retain your customers means that you are keeping them happy versus being a one-time client. It is also cheaper in the long run to work on client retention instead of focusing on getting new clients only.

    In many cases, happy clients will refer their friends and family to you. There are many ways that you can do your best to create a positive experience for your client to keep them coming back for more.

    Before the Massage

    Prior to the client stepping into your office, begin your interaction with them through your branding. What sets your company apart from other massage therapists? Do you only use organic and natural based massage oils and lotion? Do you cater to a wide variety of clients that may have different needs? Make sure this message is clear and consistent.

    When you are working on customer retention, you can send out, “Welcome back,” or, “We’ve missed you,” specials. Return all calls and emails promptly so they know that you are attentive.

    Once your client has booked an appointment and enters your office, greet them right away with positive energy. They feel more at ease when they know their presence is welcome and you are excited to work on them. Always have your client fill out a client intake sheet that usually includes their name, address, phone numbers, email address, and of course physical history and  background, and why they are coming for a massage. Before they enter the massage room, ask them how they’ve been, are there certain areas of concern, and areas they’d like you to focus on. Also, share a little about yourself so that they can get to know you better beforehand.

    It is of the utmost importance that your working environment look inviting, serene, clean and uncluttered. Your appearance should look professional. Hair, nails and clothing always  clean and professional. Your appearance should  always  look professional?  Massage therapists  should not wear perfume or cologne as some people are sensitive to the scents, nor have any scents or fragrances in their  therapy room.

    Ask your client before starting their session  if they need to use the restroom before going in.

    During the Massage

    Decorations for a Massage Room As your client prepares for their massage, make sure your therapy room is a warm, inviting and peaceful environment. Make sure your therapy room is neat, clean and organized, and has the proper area for them to hang or place their clothing. Soothing background music is always a must. In addition, most massage rooms will have individually bottled water, and other extras  such as hand sanitizer, personal wipes, or lotion and oil samples.

    Throughout the massage session, make sure your client is always comfortable. In addition, always ask for client feed back. Some clients like a very quiet relaxing massage, and some clients might want to converse a bit. Always make sure you understand what your customer needs and likes are.

    After the Massage

    When the appointment comes to an end, allow the client a few minutes to relax before they have to get up. When they leave the room, remind them to drink plenty of water so they can flush any toxins that were released into the lymph system.  After the massage and sometimes even during, you can suggest certain tips as to how the client may care for some of their physical needs, whether it be stretching a muscle, or icing or heating sore muscles.

    Let the client know how long the results will last. The customer at times will ask when they should return, and the therapist can make a suggestion or leave it up to the client. If they came for relaxation, remind them how helpful having once a month massages are for their mental and physical health and well being. Giving a suggested time frame to return while the client is experiencing the good benefits post massage will encourage them to book an appointment while they are there. Often, clients don’t even think about when they’ll come back until the massage therapist suggests a time. For those who are hesitant, let them know to book in advance because of repeat clients filling up time slots.

    Some clients may not be able to do every month but be sure to let them know you have their best interest in mind (i.e. therapy, exercises, stretches, etc.). Another way to retain customers is to offer once a month packages so they are more inclined to purchase knowing they are getting a discount in the long run. If you sell any products or gift cards, let them know they are available for purchase.

    Lastly, start an email list if you haven’t already done so. Have your clients sign up and email them interesting news on staying healthy and other related information at least a couple times a month. This is also a great way to send out any promotions for client retention.

    The most important thing when it comes to client retention is letting them know they are valued and important. Keep in mind their well-being before, during, and after the massage and establish a regular relationship with them through email, your website, and any social media for a less aggressive manner than phone calls.

  • Massage Business: How to Increase Revenue While Reducing Costs for Clients - Part 1

    It’s understood the economy has been reeling for quite some time now, and as such, money has been tight for a lot of people. This is especially troublesome for businesses that deal with luxury services, which are generally viewed as unnecessary expenses, such as massages. But fortunately the fate of massage therapists and their businesses are not left to the fate of the economy alone.  People still desire massage therapy, although at times they feel that they should not invest in their health in a slow economy.

    Woman Getting Massage

    But there are a few things that can be done to create a larger profit margin even in these troubling times. At Organic Bath and Body, we know that help is needed which is why we have created this list of useful ways any massage business can generate some extra revenue while still reducing their overall cost to customers.

     

    Ways To Increase Revenue

    When it comes to business, any business, there are only 4 basic ways to increase revenue. Those being to attract new customers, increase the frequency of current customer visits or purchases, increase the price for customers, and decrease business expenses. Seems simple enough right?

     

    Attracting New Customers

    new customersAttracting new customers should always be a top priority for any business. Though, that is often easier said than done. In order to attract new customers, any number of things can be done. One great tactic, which will be touched on later in this posting, is to provide incentives for potential customers such as a complimentary trial massage for a limited amount of time.

    Advertising and marketing should also be a cornerstone for any business, and remember, any advertising is better than no advertising. This includes all marketing forms such as print, television, and radio. However, for smaller businesses with smaller budgets, the best option is often online. Having a web presence can do more for a business than most assume, so don’t count it out.

    You also have to consider the Laws of Attraction. Why would a person choose to use your services over another? What would cause them to spend money rather than save it? Many people are often concerned with the products being used on them, and as such, offering the use of Organic & Natural Based  Massage Products can be a selling point for some customers. Do you provide any additional services that accompany your massage, such as scent and or sound therapy, advice on how to reduce stress through daily activities, or even gift bags with travel size lotions and oils? Anything extra being provided beyond a massage will seem to be a bonus for customers, so be sure what you’re offering is attractive.

    Increasing Frequency of Current Customer Visits

    Increasing customers Once you’ve provided your service to a customer, there are only a few reasons as to why they wouldn’t return. They either didn’t enjoy it, didn’t feel it was worth the money, don’t feel as though they need a massage, or believe someone else does a better job. Each of these points should not only be understood, but planned around when thinking of the services you offer.

    If they didn’t enjoy it, what do you believe it was they didn’t enjoy? Was the massage itself comparable to what others offer? Do you use Organic & Natural based  Massage Lotions  with high quality ingredients, or more generic ones?. If they didn’t feel it was worth the money, how can you change that perception? If they don’t feel as though a massage is needed, could you have made it so they felt a massage was wanted? Wants are different than necessities, and a proper massage relaxes a person tremendously. If they feel another person could have done a better job, this is where you need to take special note. Emulation is the greatest form of flattery, but it is also necessary to compete when you are being outdone by a competitor.

    Increasing the Price for Customers

    This is perhaps the hardest tactic to successfully accomplish when trying to increase revenue. If you increase a price from what customers are already akin to, you may very well drive some customers away. In this fashion, the only way you can increase price and not upset current customers is to provide some form of additional benefit to accompany it. For new customers however, they won’t know that you’ve increased your prices, and all you’ll have to be concerned with is ensuring you provide a service worth the price.

    Decreasing Business Expenses

    Cutting Back on CostsFinally, to increase revenue, you can decrease your business expenses. This is going to be specific to individual businesses as far as what can be done. But the main thing to do is make a list of every expense you currently have as a business, and systematically go through each to see if there are ways to reduce cost. From rent and utilities, to employees and products, everything should be scrutinized. You can very well be surprised to find a lot of money being wasted in numerous areas. That money can then be spent on marketing, or creating additional services to increase customer frequency or entice new clients. Point being, a penny saved is a penny earned, and no penny should be worth wasting.

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