We all do different things to retain clients. Retaining clients is, of course, pretty important to your business whether you have your own business or you work for someone else. Obviously, if you have your own business, retaining clients is essential. However, retaining clients when you are working for someone else can be just as important. If their business doesn’t thrive, neither will you. Any business owner will notice if you have repeat clients and value your services more highly.
There are many ways that help retain clients and I will give you a few now and more in a later post.
First, I’d like to address the psychology behind retaining clients. We all know that some clients just don’t mesh with us for one reason or another. For a client, choosing a massage therapist is no different from choosing a doctor or a dentist. If you don’t feel your personalities mesh, you move on and try someone else. Nothing wrong with that. You are not going to retain every client you see, that’s a given.
Put yourself in the client’s place. What things do you like in someone who made you want to use them again? Are they outgoing? Informative? Kind and caring? Funny? Approachable? Whatever they are that you like about them, try being that yourself to your clients.
Respect your client’s wishes. Some clients prefer not to talk or be disturbed during their massage. Others like to be social. Don’t talk (other than necessary) unless spoken to. Keep your answers short and to the point. Talking is not bad, but everyone deserves a relaxing massage and they won’t get one if you are chattering on and on about your life or your Aunt Susie’s physical condition.
Add value to your services. Little things you do can add value to your services.
Client education is one. Have they had a massage before? If not, explain what will happen so there are no surprises. If so, ask what they most liked or disliked about previous massages. Give them an exercise handout for the area of their body that needed the most work. Educate them on how to sit ergonomically at a computer and how to take short breaks by standing and stretching.
Can you throw in a taste of hot stone? Or Reflexology? Or Energy medicine? Not a whole session, just an ‘extra’ at no charge. If this is your own business, can you offer them a 10% discount? Do you have something to hand out, a free sample of a product? Discounts for their friends and/or family? A fresh flower or even just a bottle of water to take home. Don’t go overboard, you’re not being desperate for business here, just courteous. Repeat clients don’t necessarily need to be given something every time, but do give them something occasionally.
Always, always thank your client for coming and ask for the next appointment. If they decline to make one, let them know you are always here for them and they only have to call. Ask them if you can notify them if you’re having a special sale. If they need a certain time and you are willing to do that, let them know.
Joy to You today.
Give a flower
