Why Aren't Clients Re-Booking?

Are you having problems building return clientele?  Clients not re-booking as much as they used to?  Clients often times will have simply gotten out of the habit of getting massage.  But if most of your clients aren't returning or re-booking, something is not right.

Here's a few suggestions to get you thinking outside the box and getting a different view of some possible reasons.

Receive a massage on your table.  Is your room comfortable?  Did you feel comfortable getting undressed and on the table?  Is your table comfy & cozy?  Does it have enough cushion?   Is there a big ugly water stain on the ceiling right above the table?  (This is how I discovered my ugly ceiling & a creative fix.)  Is the room too cold or too hot?  Is the massage cream frigid on your skin?  Are you staring at dust bunnies and lint balls on the floor under the face cradle?

Receive a massage from a business similar to yours.  (For example, if you work in a chiropractor's office, go to another chiropractor's office.)  What are other's doing that is different from you?  What do you like or dislike about other places?  Visiting other businesses can be as much a lesson in what not to do as it is what to do.

Receive a session from a business that is very different from yours.
(If you work in a private practice, get a session from a spa).  This can be a great way to think outside the box and open yourself up to other possibilities in your own practice.

Survey clients (with an online, anonymous survey) and ask for their honest feedback.
Often times, clients will feel more comfortable giving feedback anonymously and are more likely to be honest.  You might be surprised what you learn.

Take some continuing education classes to get your creative juices flowing.
Don't just signup for any old class because you need some CEU's... find a class that looks inspiring and that will add value to your practice.  I've had many clients comment that they love the fact that I am always learning something new.  Clients who have been coming to me for years are still surprised when I add fresh techniques to their session - they thought they knew all my tricks!  

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Here's some of the most common reasons clients don't return (in my opinion):

• The therapist talks too much.
  Be mindful of your client's body language and non-verbal clues.  Are they keeping their answers short... but you keep talking?
  Have you communicated (verbally or non-verbally) to your clients that it's OK for them to be silent during their massage?  Sometimes, clients just need permission.  They might think it's rude to not talk during their massage.  Once given permission, they will often be silent and sink into a deeper state of relaxation they didn't know was possible.
• The massage room is too cold.
  It's a delicate balance to keep the room cool enough for the therapist, but warm enough for the client. I've received a massage before from a therapist who keeps her room very cool.  She keeps a heavy blanket on the client, but the problem is that the body part she is working on is exposed to that cold air, and it's difficult to relax.  I haven't gone back.
  There are some other ways to ensure the client stays warm enough without making it uncomfortably warm for you.  (We'll explore those ideas in a wintertime post.)
• The therapist doesn't deliver the type of massage the client requests.
  If your clients are asking for deep tissue, but you have a passion for reiki and therefore "talk them into reiki" or... just perform reiki when they've asked for deep tissue - don't expect them to come back.  If this kind of thing is happening a lot, it's a good time to re-evaluate your marketing and make sure you've got a clear target market of clients who are interested in your particular services.

If you've examined the above and don't recognize yourself, yet you're still not getting clients re-booking, there is one last thing to consider as a reason why clients didn't rebook:

Nobody ASKED them to!

What are your thoughts?  What do you think are common reasons clients don't return?

*Thanks to fellow therapist Ginger for the idea on this blog topic!

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

4 Free Facebook Timeline Pictures

Our latest poll revealed that many of you would like more Facebook timeline pictures for your massage business page.  So... Here you go!  These are the exact size you will need for your timeline picture.   Here's a review of How to Install a Facebook Timeline pic in case you need it.  

If you like these timeline pictures and use them, we'd sure love it if you would 'like' us or share some of our posts on Facebook, or share this blog with your massage friends, retweet us, etc.  (Easy ways to share on the right column of this blog.)  Thanks!

                                                                                                                   

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

Tips To Focus Your Marketing

After my recent post on The Worst Thing I Ever Did For My Massage Business, a fellow therapist asked me to elaborate on how I got my "in" with the large corporation in my town.

For starters, I didn't approach the company itself.  In fact, they already have a massage therapist on contract in their fitness center (offering chair massage only).  But I happen to know that a lot of their employees never use the fitness center, and therefore might not even be aware chair massage is available there.  

Here are some tips that I would recommend for building your clientele within a certain company.  This is assuming that you already have a few clients within this company.  Which is pretty likely if they are a large employer in your area. 

• Focus on a referral program and getting the word out to your existing clients who work at the company you want to build within.  
  Have signs up in your office and send out postcards promoting your referral program.  A monthly e-newsletter that includes info on your referral program and an easy way to forward or share that info is also a great idea.
• Word your referral program to accentuate what is in it for the client.  
  "Want a FREE massage? Ask me about my referral program!"
  Whatever your referral program, make sure you are thanking your clients for any referrals they send your way.
• Project positivity.
  Whenever a client asks how business is going, respond with:
  "Great! But I can always take more clients, do you have any friends who would be interested in my services?"
  You don't want to come off sounding desperate or hurting for business.  No matter how slow business is, never let that on to clients.  But also be careful to not give the impression that you're so busy that you can't take on new clients.
• Make sure your clients know you're available for on-site chair massage in their office and for personal parties.  
  (Signs in your office, list it on your menu, promote it on your website.)
  Even though the company I'm referencing has their own MT in the fitness center, I regularly had clients want me to bring my chair to their department for special events.  This is a great way to get your hands on all of their colleagues who would be great potential clients!  They are also more likely to become a client knowing that Anne from Accounting gets a massage from you once a month.  (I'm not suggesting you tell them this, of course, but Anne will likely tell them when you're there).  So unlike regular chair massage events, this scenario is more likely to turn chair clients into table clients.
  Remember that your clients probably socialize with their work colleagues as well, so being available to do chair massage at personal parties is another great way to meet more potential clients within a certain company.  I did chair massage for about 3 hours at a party several years ago for a good client.  I gained 5 awesome, long-term clients from that party... clients who are still coming to me today.  (this was a paid event, by the way... I'm not suggesting that you give chair massage away).  It's all about what events you're working and who you're likely to meet at those events.
• Reach out to them in their world.
  Many companies in the corporate world have an intranet that includes an e-bulletin board where employees can post things.  You can have a client (whom you trust) post an ad on the bulletin board.  A great way to do this is if you have an email newsletter, or an email special, and they can simply post that info and link back to your website and encourage people to schedule online (if you offer that service).  Or create a specific digital graphic ad to be posted - don't just make it text.  Keep in mind the clientele you're targeting and make sure it will be appealing to them.  For example, make sure it's more classy and less cutesy for an upscale clientele.  Maybe offer some kind of promotion specifically for employees of that company.
• Use testimonials.
  Collect testimonials from your current clients within the company in question.  Ask for their permission to post their testimonials on your website and in your brochures - including their name and profession.  Having a testimonial from the VP of their company can give you tremendous credibility.
• Know the company culture of the corporation you're marketing to.
  This will help you customize your marketing to them, and also tailor your services to them.
• Have a privacy policy in place
  Post it on your website, in your massage room, etc. to assure your clients that their visits and anything said during them are confidential and will not be shared. (You should adhere to this regardless).  Some clients will be hesitant to refer colleagues if they think any information about their visits will be shared.  Keep in mind that the corporate world is very different from the massage world.  It can be competitive and cut-throat.  Something that might be totally normal for us could be perceived as vulnerability within their company culture.  Your clients will appreciate knowing their visits are confidential.  

If you try any of the above, I would love for you to check back and let me know how it works out for your massage business.

Have you built a clientele from a specific company?  What worked well for you?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

The WORST Thing I Ever Did For My Massage Business

A couple of weeks ago, I posted The Best Thing I Ever Did For My Massage Business, so I thought it only made sense that I cover the other end of that spectrum.

I know this marketing technique has worked for some therapists... but for me, the worst thing I ever did was to run an ad in the local free paper.  (The paper was free, not the ad).  At the time, I was just starting out and working at a small salon.  On the urging of the stylists there, I ran the ad.  For the hairstylists, this had been their most successful form of advertising for their business.  (But I soon came to realize that their only marketing "plan" consisted of an ad in the paper and the luck to be available when there was a walk-in for a haircut.)

I won't go in to all the details of the results of the ad, but let's just say... it did include receiving a 4 page "fan letter" from an incarcerated individual. (No, there was nothing suggestive in my ad, and no, there is not a prison nearby. This just goes to show you the local paper was not targeting potential massage clients.)

I'm literally shaking my head as I write this... but, I didn't know any better at the time.  And what is that saying?  When you know better, you do better.  I learned a lot in the beginning.  (I'm not saying that an ad is a bad idea for every therapist.  Just that for the demographics of my area, it was not the answer I was looking for.)

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After I realized that my massage business was nothing like a hairstylist's business, I set out to try every marketing idea I came across.  I had long left that salon before finding my most successful marketing strategy through trial and error.  I focused my efforts on a large corporation in my town that I knew employed the kind of clientele I was trying to build, and I never ran another ad again.

Have you had luck with print ads?  If you've had a positive experience with it, I'd love to hear about it in the comments below.

What has been the worst thing you ever did for your massage business?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

Fear of the Unknown (i.e. Technology)

This post a while back from Earthlite is a great testament to the power of using technology for your massage business.  If you've been hesitant to get wired to help your practice, I urge you to reconsider.

As a follow up to my post a while back about the benefits of online scheduling,
I'd like to address one issue I recently heard from a therapist on why she doesn't want to use online scheduling.
She wants to be in complete control of her schedule and doesn't feel she can do that using online scheduling.
Here are some features that many online schedulers include that do exactly that - give you control over your schedule:

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• Appointment "requests".
  An appointment request can be confirmed or declined by the therapist.  The appointment is not automatic but simply a request.
• Max days out clients are allowed to schedule.
  Ability to change the settings so your clients can only schedule appointments a certain time frame out - for example, clients cannot schedule until 4 days from now, etc. versus clients can schedule immediately.
• Optimized Scheduling - an optional feature that will only allow clients to schedule appointments that are immediately before or after existing appointments - eliminating gaps in your day.
• Customizable intervals for appointment start times (10, 15, 30, 45, etc) or choice of "stacked" times (1:00, 2:15, 3:30).
• Customizable break times in between appointments (15 min, 30 min, etc.)
• Syncing with other calendars - enabling you to view your calendar from anywhere.  Wouldn't it be nice to view your calendar on your phone instead of lugging your appointment book around with you everywhere?

I understand that online scheduling may not be for everyone.  But if you're afraid to try it for fear of losing control over your schedule, the above features are designed with you in mind - and can actually give you more control.

*Not all schedulers are the same.  Do your research and find what is going to be the best fit for your business.

Are you a therapist who was hesitant to switch to online scheduling, but are now happy you did?  What benefits have you noticed in your business?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com 

11 Ways Getting a Massage is Better Than Taking a Vacation

Bummed you didn't plan a vacation this summer?  Can't take the time to work in a getaway?  Consider these reasons why getting a massage is better than taking a vacation.  (And then schedule your massage).

1. No sunburn, tan lines, or skin damage.
2. You'll smell like heavenly essential oils afterward, instead of like salty sea water, pool chlorine, or stuffy airplane air.
3. It only takes an hour of your time & a short commute to get there.  No long flights involved (usually).
4. A massage won't break the bank.
5. You can squeeze a massage in during your lunch break or after work hours.  No requesting time off from work. (ok, this could be a con as well as a pro...)
6. Your shoulders and back will feel nice and loose versus how they will feel after hauling luggage through an airport.
7. No stress of planning what to do on your vacation.  Just lie back, close your eyes, and relax.
8. No hangovers.
9. No layovers.
10. You won't come back feeling like you "need a vacation from your vacation".
11. No groping from airport security.

What are some of the reasons you would add to this list?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

I Think You Should Vote For... (aka: Why Politics & Massage Don't Mix)

You don't discuss politics during your massages (or maybe you do, in which case, here's why you shouldn't),  so why are you doing it on your business Facebook or Twitter account?

Before you offend at least half of your clientele (or would-have-been clientele) with a politically charged post, consider how it comes across. 

The following is a quote from stevenclark.com.au referencing the message sent from a political bumper sticker on a company car:

“We reserve the right to treat anybody who doesn’t agree with our political opinion as a lesser customer.” The message is OFF MESSAGE. The message is “Our brand is political. Our brand takes sides.”

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I think Steven has a good point.  (And according to his qualifications, I believe he must know a thing or two about marketing).

I don't care if your politics happen to be in alignment with mine, businesses mixing politics is my #1 pet peeve.  Especially when it comes to massage.  Even if we're in agreement, politics never evoke feelings of relaxation.  It is the polar opposite of the goal of a massage business.

I'm not talking about your personal Facebook or Twitter accounts here.  (Although, if you have clients on there then the same rules apply - blog post coming soon on the benefits of using Lists!)  But your business account is not the place for politics.  (Unless you're posting about legislation that directly affects the massage industry, or sharing a neutral news report on legislation.)

In short?  Keep your posts relevant to massage therapy, and save the politics for heated discussions with your relatives at holiday get-togethers.  

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years. www.BodyworkBuddy.com

Creative Lighting for Your Massage Room

Remember the beautiful homemade artwork featured in Massage Pin-Spiration?

Here's another gorgeous idea from Pinterest.  The original pin includes this in the description: use tall canvas, apply stickers, decal, etc., and spray paint. Remove Decals; hang white lights behind it.
(I haven't tried this... if you have, I would love for you to send a pic for everyone to see how it turned out!)

This would be a great addition to your massage room, yes?

Do you have creative soft lighting ideas for a massage room?  Share what's worked well for you in the comments.

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

The Best Thing I Ever Did For My Massage Business

One of the best ideas I ever implemented for my massage business was a referral program.

I offered a "refer 3 friends, get a free massage" program. I put a sign up in my massage room, as well as placed around my studio. Signs like "want a free massage? Ask me how!"

I was amazed at the response. I got a lot of new clients from this program. But actually ended up giving away only a handful of massages. Very few times did 3 new people come from 1 client.

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I definitely recommend having an organized way of tracking your referrals. It can be as simple as index cards in a recipe box. Have a card for each client who has referred to you, and list the clients they have referred. After 3 (or however many you decide to make it) - offer them their free massage and mark it on their card when they received that massage.

*Shameless Plug: if you use Bodywork Buddy, there's a referral tracking feature built in. When a new client comes in, you can record who referred them. Then look up a client file at any time to see how many people they have referred.

Do you have a referral program? How has it helped your massage business?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

Poetry, Massage and... Naps?

Remember writing haiku poems in school?  Here's a little prose I wrote about client cancellations.  

While this is all in fun, I did find this great list of massage haikus that are quite lovely.  And what an awesome idea this therapist had.  According to the website, she traded massage for a poem in an informal research project to study individuals' perceptions of massage and inner states of being catalyzed by massage. 
You can read all of the poems at her website ArtistryOfTouch.com. 

Feeling poetic? 
Write & share your massage haiku in the comments below.  (Reminder: the syllables are 5,7,5.)

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

Summertime = Opportunities To Promote Yourself

This recent blog post from Earthlite - Spreading the Love - got me thinking...

Summer time can sometimes mean a slow down in business for MT's.  What a perfect opportunity to get out there with your chair and market yourself at some events!

Donating your time can really help your business.  Even if you don't immediately see results from it, you will meet new people and get your hands out there.  Also, don't discount the importance of the practice of speaking to people and promoting yourself.  Each event you are at - you're meeting new people and telling them what you do.  If you have any reservations about talking yourself up - I'd definitely suggest doing as many of these events as you can.  Nothing makes public speaking and networking easier than practice, practice, practice!

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I look back on some of the events that I have done in the past, and I would have to say that is the #1 benefit I got from doing them - it made me better at speaking and promoting myself.  I got more comfortable and gained more confidence with each event I worked.

Did I immediately see more clients on my schedule the next week?  Not necessarily... but I look at it this way: marketing yourself is a marathon, not a sprint.  (Don't panic, no actual running is required!)
But the things do you today can have an impact far down the line in your massage business.

What events are you planning to attend this summer to promote your business?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

Sweet Feat

Sometimes summer time can bring some... harsh feet to your table.  Barefoot, flip flops, gardening, etc. all create special foot conditions that might not be so glamorous on our tables.

I recently read a thread on Facebook discussing these issues and how to best deal with them.

I absolutely love this idea from fellow therapist Marissa Macias:  She keeps a "funky foot" box at the end of her table.  In the summer time, this service is added to every session.  The box consists of baby wipes to wipe down the feet, followed by Sacred Earth Botanicals Foot Cream that is scented with lemongrass and peppermint.  According to Marissa, the lotion actually makes the foot softer to work with, and it smells amazing.

Thanks for the great suggestion, Marissa!

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I like to use a rice cooker full of moist washcloths to add a hot towel treatment to the feet.  A few drops of essential oils makes it even better.  (I'm partial to peppermint or Olba's Oil blend.)  And now, thanks to Marissa, I plan to add in some Sacred Earth Foot Cream, too.

Do you have a special foot treatment or particular product you like to use?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com

Implementing Protocols: A Follow Up to The Late Client

Remember our discussion a couple of weeks ago about The Late Client?

Living Earth Crafts wrote a blog post about implementing protocols to handle such situations and help train your staff.

LEC says:

 "To my mind, one of the best ways to prepare your staff is to offer them scenarios (for late clients, certainly, but also for angry clients, emergencies, and so much more) and to allow them to practice how they’ll respond. This gives them the opportunity to practice in a non-threatening environment, but it also gives you – the spa owner or manager – the ability to set official protocols in place. "

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(I encourage you to read the entire post at Living Earth Crafts.)

What a great idea!  Preparation could really be key in dealing with these situations when the arise.

Have you practiced dealing with possible client scenarios with your staff or even by yourself?  How did you go about implementing protocols?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years.  www.BodyworkBuddy.com