Client Acquisition [Infographic]

As a follow-up to this recent business tip article on massagemag.com, here's a nice little infographic to illustrate just why an existing client is easier to reactivate than acquiring a new client.

According to this, it's 6 to 7 times more costly to acquire a new client than to retain an existing one!

What do you think?  How much focus do you put on retaining clients versus gaining new clients?

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

Using Cold Stones In Your Massages

Do you use cold or cool stones in your massages?  Not quite sure what to do with cool stones?  Here's a cool video (pun intended!) with some ideas:

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

Series: How To Set Your Massage Referral Program On Fire / Part 4

In last Monday's post, we discussed tip #3 of rewarding the referrer.  So moving right along in our series...

Referral Fire Starter Tip #4: Give Great Service

It almost goes without saying – but I’m going to say it anyway. The number-one way to ensure quality referrals is to give great service in the first place. The happier your clients are, the more likely they’ll be to refer their friends and colleagues in your direction. Here are some past posts for some ideas on making sure your current clients are as pleased as possible:

• 10 simple ways to wow your clients.
• Powerful ways to show appreciation to your clients.
• Set yourself apart from the competition.
• 7 habits of highly successful massage therapists.

When you implement these ideas, you’ll see your client satisfaction and natural referrals increase. And when you combine great customer service with some of the other tips in this series, you’ll really experience the snowball effect that will lead only one place – to more clients and more money. 

1. Provide an easy way for clients to schedule an appointment with you. Whether it’s a phone number or an email address, have your contact information and make it easy to find on your website. You DO have a website, right?  Offering online scheduling is an awesome convenience to your clients that will help set you apart and stand out in their minds.
2. Set expectations. If you’re a solo therapist and only check email between 9-10 AM, you need to let your clients know that you won’t be on call 24/7. Likewise, if you only answer your phone at certain times, letting clients know beforehand will head off any concerns about non-responsiveness. You can post your “office hours” on your website, or create an outgoing message or autoresponder that lets people know when to expect a response from you (a word of warning: In today’s “microwave” world, anything more than 24 hours is considered long).
3. Underpromise and overdeliver.  Underpromising and overdelivering is a quick path to clients’ hearts.  
4. Take the extra step. Do whatever it takes to make the client happy – then go one more step.  Provide exemplary service and find ways to thrill your clients. They’ll pay back your efforts in loyalty – and referrals!

What ways do you provide great service to your clients?

Series wrap up:
Part 1
Part 2
Part 3

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

                                                                                            freedigitalphotos.net

How Effective Are Groupon Promotions? [Infographic]

The great Groupon debate continues!  I've seen many threads on Facebook discussing the pros & cons of daily deals for massage businesses.
Here's a cool infographic on some of the facts of Groupon:






Have you ran a Groupon?  What was your experience with it?  Would you recommend it to other MT's?

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

Easy Ways To Get Client Testimonials

Have you been wanting to get testimonials from your clients,
but aren't sure how to go about doing it?
Here's some simple ideas on how to make it happen:

•Abundant testimonials are actually everywhere. You might not need to actually ask for testimonials. If you listen, you will find out that great testimonials are part of everyday conversations with your clients. Did Joan just mention that she's never felt better after her massage?  Did Robert email you to thank you for the relief he's gotten from low back pain from your massages?  If it sounds and looks good, then you can probably use it. Be sure to get permission from the person. I've actually seen my name and words on a company's Facebook page that they never asked my permission to use.  Not. Cool.
• Change the wording. "Testimonial" can be intimidating. Your client might think they need to write a flowery, long-winded account of your services.  Honesty is all that's needed.  Words like review, feedback, comments, etc all take the pressure off.

• Make it easy for them.  Have a feedback form or guestbook on your website.  Leave a feedback journal in your massage room.  I've even seen a massage room that had a beautiful glass vase full of notes left by clients.  That way, people can leave you comments when they're still drunk from their massage.  *Tip: put a few notes in there to start, so no clients feels like they're the first to leave a comment.
*Shameless plug: Bodywork Buddy just added a feature that automatically emails your clients and asks them to leave a review after their massage.  You then have the option to publish it to your online scheduler.  It doesn't get any easier than this, seriously.



• Give a prompt. Clients sometimes struggle with where to start. It's better to ask questions like "how do you feel after your massage?" and "what do you like best about our services?".




Do you already have a system in place for collecting client testimonials?  What works well for you?  Do you use those testimonials on your website and other marketing?  (Because you should!)

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

                                                                             photo: freedigitalphotos.net

Series: How To Set Your Massage Referral Program On Fire / Part 3

Last week, I covered tip #2 of setting up a successful process to set your referral program on fire.  Now that you've got a process implemented, (you do have a process implemented, right?) let's move on to #3 in the series.

Referral Fire Starter Tip #3: Reward the Referrer

Many people will come up with a name or two if you ask them for friends or acquaintances who might be interested in your services. But promise them a reward of some sort, and they’ll suddenly think of long-lost aunts and former roommates who are in the market for someone just like you.

Before you sign away your hard-won profits, though, read these five tips for creating a great referral rewards program:

1. Reward based on QUALIFIED referrals. What’s worse than having no referrals at all? Having a notebook full of unqualified leads.  One mistake I had made when I first started my referral program: I didn't put any stipulations on gift cards.  (The thought hadn't even crossed my mind). That is, until I had a client buy several gift cards for friends, and then expect a free massage for referring those people.  (Before the referrals even came in to redeem their gift cards.)  While you may be thinking, "hey! you still got paid for those gift cards, so what's the harm?".  Well, the whole point of my referral program was to get new clients.  (As we all know, not all gift cards get redeemed!).  So while I may have made a quick buck selling those gift cards, that situation didn't accomplish my goal and therefore didn't warrant rewarding the client.
   
   
2. Reward related items. Offering a free oil change for anyone who sends five new clients to your massage therapy business? Umm, no.  (This one is probably a no-brainer.)  Make the reward fit your business model for continuity and branding; it’s just one more way to make your image stronger.
   
   
3. Reward quickly. Waiting a few months or even weeks can delay the action-reward cycle. When people are rewarded quickly, they are more likely to repeat the behavior so they can get rewarded again.
   
   
4. Reward intermittently, too. While it’s important to have a set reward schedule (for instance, $20 credit for each new client who schedules a session with you), it can be powerful to send “surprise” rewards as well. Once a quarter or so, send a thank-you email, coupon, or small gift as an additional thanks. These small surprises solidify your program in your clients’ minds.
   
   
5. Reward the referred party as well as the referrer. While it’s great to reward the client who refers new people to you, it’s equally important to reward the new client. Regulars will be much more likely to tell their friends about you if there’s something in it for the referral as well. You can offer $10 off for the new client as well as for the referrer. Then it’s a win-win-win for you, your current and your future clients. 

Do you already reward your clients for referrals?  What reward has worked well for your business?

Don't forget to check in next Monday for tip #4.

In case you missed the first 2 posts in this series:
How to set your referral program on fire / Part 1
How to set your referral program on fire / Part 2

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

                                                                       Incentive photo:   freedigitalphotos.net

Free Massage Music

Here's a cool site for some massage music:
restingbell.net is a site of creative commons ambient music.  Creative commons means it's FREE for you to use this music.  You can download any of it to use in your massage practice.

Pretty cool, huh?  Which ones are your favorites?

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

Photo: FreeDigitalPhotos.net

Facebook & Clients: Stay Professional With Lists

A few weeks back in a post about why politics & massage don't mix, I mentioned the benefits of using the Facebook List feature.  I was going to write a post about how and why to use lists on Facebook to maintain your professionalism when you have friends, family, AND clients on your Facebook.  But then I came across this article by Gary Wagnon that breaks it down perfectly.  So I thought I'd share.


Having a Facebook Split Personality

By Gary Wagnon


Maybe you are Bruce Wayne by day and Batman by night. Or just maybe, you're clients and colleagues know you as Professor or Your Honor, but your high school classmates know you as "HotRod". Nothing is more comforting to hear than, "Hi, I'm Dr. Hotrod Smith and I'll be operating on you today."

Facebook is the great connector. We reconnect with classmates we haven't talked to in years. With them, we relive memories, embarrassing moments and teenage milestones. Plus, it's fun. But sharing that picture of ourselves may not exactly further our professional image. I'm sure lots of us have those past skeletons (like streaking the quadrangle in college), but we don't exactly put them on our resume.

Enter the new Facebook Friends lists. Facebook launched their expanded Smart Friend List feature this week. With this change, your friends can now be categorized into four pre-defined categories, Friends, Family, Acquaintances and geographic location. You have always had the ability to create lists but the process of posting to a specific list was cumbersome and obscure. Today it's prominently displayed next to the share button on your status update.

When the Friends Smart List feature launched, it automatically assigned friends to your local area list. It also assigns some family members to the Family group (although I had to add a couple of my immediate family members. They were in the "List suggestion" section, which made it easy to add.) You will have to initially add people to the other lists. In the beginning, it may be a little time consuming, but if you add new friends to lists as you confirm them, it will be much easier.

Maintaining Your Two Personalities


I frequently hear clients and social media students ask, "How can I keep my business and personal life separated?" Smart lists make that very easy. But more than that, it can be a good practice to enhance your marketing message. Chances are, your friends may not be the least bit interested in your business marketing content. And when your professional connections are "eavesdropping" on your conversations with friends, they probably won't be able to follow along or even be interested. Either group may tend to filter out your updates since they aren't pertinent to them.

A better practice would be to target your updates to the group of friends it is directed to. Create a list of professional or business friends and post only business related content to that group. Meanwhile, create another list of friends that you post your personal updates to. Each list then sees content they should be interested in and will be more attuned to each post you make.

There will be some friends that will fit both categories, so assign them to both. They won't receive duplicate posts, but they will receive posts anytime you update either list. Some of your content will be appropriate for everyone. In those cases you can post to Friends and everyone will receive it.

One thing you should know about Smart Lists. When you post to a list, there is an icon on the "Like Comment" line below the post. The icon will either be a globe (Public), friends or a cog (lists). By mousing over the icon, you will see a message that shows what the update was shared to friends, friends of friends or the name of the Smart List. For that reason, you may want to be cautious with your list names.

List can be useful in many ways, such as announcing local events. What other ways have you used the list feature?


Gary Wagnon is the Sensei of the Ninja Marketing Dojo, a comprehensive online marketing course designed to relieve the frustration business owners and manager face when trying to understand online marketing. Using a martial arts model, students will build on foundational principals, mastering each level before advancing.

Article Source: http://EzineArticles.com/?expert=Gary_Wagnon
http://EzineArticles.com/?Having-a-Facebook-Split-Personality&id=6583524


image: FreeDigitalPhotos.net

Series: How To Set Your Massage Referral Program on Fire / Part 2

Last week I posted the first in this series to rev up your referral program for your massage business.  The first tip was to ask for referrals.  Did you ask some clients for referrals this past week?

Let's move on to the next step.

Referral Fire Starter Tip #2: Set Up a Successful Process

In an article in a sales magazine, a successful veteran sales manager stated that when his team received stacks of business cards and leads from the marketing team after a multi-day trade show, the leads often sat on the salesmen’s desks, or ended up in the garbage. What a waste! Hundreds, if not thousands, of leads – left to shrivel up and die. Just imagine the unclaimed revenue for that company…

If you don’t have a process set up to handle your incoming referrals, you might be committing the same referral crime. Here’s how to create a successful referral process:

1. Map it out. You ask your client for a referral, and you get one. Now what? If you get the name on a card or sheet, where does that go? If you get it via email, what happens with that information?
   A pile of papers scattered throughout your massage studio isn't likely to result in a fired-up referral program.
   
   Grab a large piece of paper or a mind-mapping software program and go step-by-step through your process. Start with the request for a referral and keep asking yourself “Now what? Now what? Now what?” until you’ve worked the entire way through your process and that referral has now been converted to a client.  Have a planned process to send each referral a postcard offering a discount off their first session, or some other enticing introduction to your business. 
   
   Also include a plan to easily track who referrals come from.  As I mentioned in the best thing I ever did for my massage business, this can be as simple as index cards in a recipe box.
2. Look for problems. After you’ve implemented your process according to your map, give it a month or so and then revisit it. Are referrals being held up at a particular step? Are things going off-track? Figure out where and why, and figure out how you’re going to fix it.
3. Refine. Times change and people change. You decide to close your Twitter and Facebook profiles. You revamp your entire massage business… As a result, you need to revisit and refine your process as your business changes and your client profile evolves. Everything might still be okey-dokey, but you may need to adjust things to accommodate how referrals are coming to you, or how you’re contacting referrals.

Processes can seem stilted and, for some people, boring. But getting it down and getting it right is a critical step to making your referrals pay off. 

Do you already have a process in place for referrals?  What has worked well for you?

Be sure to stop back next week for tip #3.

Series wrap up in case you missed it:
Part 1

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

Entrepreneurs: How To Beat Stress [Infographic]

Here's a good infographic on beating stress at the office, specifically for entrepreneurs.  It's a great thing to share with your clients on your fanpage or your website (easy ways to share at the bottom) - adding in, of course, that MASSAGE is a great way to beat stress!





What are some other tips that you would add in to help beat stress?

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

Series: How to Set Your Massage Referral Program On Fire / Part 1

Remember my post a few weeks ago about the best thing I ever did for my massage business?  Implementing a referral program really got the word of mouth advertising working for me.  I thought we could detail how to really get referrals working in your favor.  So this post is the first in a 10 part series on how to set your massage referral program on fire.  Every Monday for the next 9 weeks, I will have another post in this series.  Each week, work to implement ideas from the series and see what kind of difference you have in your massage business in 10 weeks!

No matter what the business, the number-one source of  new clients is through referrals.

Experts say that clients received via referral cost less to convert, are more likely to become regulars, and are more likely to refer you even more business! As a result, no massage therapist who is serious about growing their business can afford to overlook this lucrative source of new clients.

In this series, I’m going to cover ten tips that will have your referral program skyrocketing. Even if you just implement one or two of these suggestions, you’ll experience an almost immediate increase in the number of clients heading your way.

Ready to get started? 

Referral Fire Starter Tip #1: Ask!

It’s disappointing how many massage therapists tell me they don’t regularly receive referrals from their existing clients.  But when I dig a little deeper, the reason becomes clear: Most times, they’re not asking for referrals!

You might believe that if people are happy with your massages, they’ll naturally tell others. While this is sometimes true, it’s not necessarily so. There are three main reasons people don’t refer friends and acquaintances, even when they’re thrilled with the service or product they received:

1. Laziness. Most of us are lazy. We don’t go out of our way to do something unless there’s something in it for us.
2. They forget. Out of sight, out of mind. Once they leave your massage studio, they forget about you – unless there’s something that brings you to top-of-mind again.  (Which is why you should be keeping in touch with them in between their massage sessions.)
3. No one asked them to! It sounds crazy, but just asking someone to refer you can increase the amount of referrals you receive. All you have to do is ask.

While asking for referrals doesn’t have to be complicated, there are some guidelines that will make your request more likely to be successful:

1. Ask at the right time. Right after your client has received a great massage is the perfect time to ask for a referral. The experience is fresh in their minds, and they’re more likely to have a strong positive emotion.  You can imagine that asking for a referral from someone who hasn't gotten a massage in months is probably not going to have the same impact.
2. Ask when you’re having personal contact. When your client is in front of you or on the phone with you, or when you’re wrapping up a series of personal email exchanges is a great time to ask. That personal interaction increases the chances of a positive response.
3. Ask specifically. “Do you know anyone else who might be interested in our services?” is a great question, but even better is, “Who do you know who might also be stressed out and could use some relaxation?” is better.

Asking may seem uncomfortable at first, but practice makes perfect. Do it enough times, and it will become a natural part of your interaction with your clients– with fantastic effects.

Have you been asking your clients for referrals?  Did you notice an increase in your business once you started asking?

Stay tuned for next Monday's post for tip #2.  And if you're not already, subscribe to this blog via email or RSS feed so you're sure to see the rest of the series!

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

Credit vs. Debit Cards [Infographic]

A while back I wrote about Accepting Credit Cards to Increase Your Massage Business.
That post spurred an interesting discussion recently on our Facebook Page.

I find this topic very interesting.  I saw a big increase in my business when I started accepting credit cards.  And now, a large percentage of my clients (54.8%, to be exact) pay with plastic - whether it's credit or debit.  (Unfortunately, I don't have the % of credit vs debit).  But this number definitely makes it worth it to accept cards in my practice.

What are your thoughts?  Do you use a debit or credit card in your own life?  Do you prefer businesses that offer the convenience of accepting your cards?  Or do you prefer to stick to cash only?

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

Help Support Massage Therapy At The Paralympics

Source:  http://www.london2012.com/paralympics/

I'm sure you've noticed that the 2012 Olympics are going on right now.  But did you know that on August 29 the Paralympics begin?  The Paralympic Games are a major international multi-sport event where athletes with a physical disability compete; this includes athletes with mobility disabilities, amputations, blindness, and cerebral palsy.  








To get an idea of how awesome this is, check out this video.

Cindy Iwlew (left) & Paralympic Massage Therapist Jennifer Tamang (right).

My friend and fellow massage therapist, Jen Tamang, will be volunteering her services at the London games.  She's going to honor us with a special guest blog post afterward sharing her experience with us!

Parkview Shoppes business owner has been selected as a specialist volunteer to represent the Kalamazoo area at the 2012 Summer Olympic Games in London, England.

Along with other health professionals from around the world, Jennifer Tamang, Owner and Licensed Massage Therapist of Balance Massage & Bodywork, has the privilege once again to work with the elite athletes at the Paralympic Games as a Sports Massage Practitioner on the Olympic Medical Team.   Jennifer was handpicked through the rigorous selection process by the London Games Organizing Committee based on her qualifications and experience with massage therapy since 1997.                         

The 2012 London Olympic Games will be held July 27 – August 12 with the Paralympic Games held August 29 – September 9. All the 2012 Olympic volunteers are known as a “Games Maker”. Most of the events have been specifically modified for the Paralympic Games. These athletes compete in events such as seated volleyball, goalball, wheelchair rugby, wheelchair basketball, tandem cycling and boccia ball to name just a few of the 21 sports associated with the Paralympic Games.  With nearly  5,000 athletes representing 152 countries, the Paralympics are the second largest sporting event in the world!  

                                   

The Sports Massage Practitioners will be providing therapeutic massage services to the athletes with the goal of repairing and prepping their muscles to help optimize performance. The Paralympic athletes present a unique challenge to the Sports Massage Practitioners as they may be blind, in wheel chairs or missing limbs.  It’s awesome to listen to the incredible stories of how these men and women overcame their disabilities from sporting, congenital or military injuries and then go on to compete against like-minded athletes on an international scale.        

                                            

This will be Jennifer’s second international volunteer opportunity with Olympic Games the first experience came at the 2004 Paralympic Games in Athens, Greece.  The Paralympic Games unfortunately tend to receive only condensed coverage and the athletes do not receive much recognition as world class athletes due to their “disabilities”.  They are nothing less than extraordinary, though!

Although, it is a distinct honor to be chosen as a Specialist Volunteer with the 2012 Olympic and Paralympic Games, each Games Maker provides their services unpaid.  All travel, accommodations and additional expenses must be covered independently by the volunteer.

If you would like to show your support for Jennifer in her efforts to assist these athletes in competing for gold, donations are graciously accepted.  Even a small amount can make a big difference!  Make a donation of $12 and you'll receive this awesome one of a kind pin :-)

If you happen to be in Kalamazoo, Michigan for the Art Hop this Friday, August 3:
Look for Jen and local therapists: Pam Tucker, of Massage Kalamazoo; Sarah Lendardson, of Ambrosia Massage; Stacey MacDonald; and Amanda Brierty offering chair massage to help raise donations.
(They'll be in front of Gazelle's).

 And be on the lookout for a great blog post from Jen after she gets back from London!  Do you have any specific questions for Jen about her experience at the Paralympics?  Leave them in the comments and she can answer them in her upcoming post!

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