The Late Client

Round table discussion time! 

Here's a common problem for massage businesses:

The Late Client Scenario 

Despite having a cancellation policy in our brochures, telling clients when they call, and even taking credit cards for evening and weekend appointments, I would say our #1 issue that upsets clients is if they are running late.  

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We do tell all new clients to arrive 10 minutes early to "fill out paperwork and use the bathroom so that it does not cut into your massage time" and most do.  However, on two occasions this past month, people call to say they are running late 10-15 minutes.  Our response, "Ok, just get here as soon as you can and we will have you do the paperwork afterward so you can get the most of your time."  Some are understanding, but there are others who ask if they will be cut short.

"Unfortunately, your therapist may be able to go over a few minutes, but she does have an appointment scheduled after you".  (We do have 15 minutes in between to change sheets, say bye to clients, etc, not to go over on time.)  This sends the client spiraling into why that's not fair, they want to reschedule, etc.  I apologize and explain their appointment was scheduled from 10-11, and while the therapist does have some wiggle room, that time was reserved for them.  "You were told at the time of scheduling about our cancellation policy.  Unfortunately, if you want to reschedule, there is a $30 fee."

I obviously let things slide as much as I can and make it work in the clients favor when possible (and when they are kind about it) but I would be interested in how other therapists handle this. 

 How have you handled this situation?  What has worked well in your practice to enforce a cancellation or late policy?  What do you do when a client gets upset over your policy?

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, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

What If You Couldn't Work Tomorrow?

So... I cut my thumb last week while working in the kitchen.  First thought? WORK!  How am I going to work!?

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I only had to cancel the appts I had scheduled for that day... but it got me thinking about more serious injuries.  How would you handle your finances if you were to get hurt?  If you haven't thought about disability insurance, you may want to look into it.

Think about it: if you were to break a bone in your hand or arm, how would your business survive while you're on leave to heal?  Not only should you have disability insurance, but it's also a good idea to have an emergency fund set aside.

Most financial gurus suggest having 6 month's worth of living expenses saved in case of an emergency.  While this is no small task to save up - don't get discouraged if you aren't able to do this right now.  Start with a goal of saving up $1,000 for your emergency fund.  ($25/week will get you to your goal in less than a year). That in addition to disability insurance can make the difference between an emergency being an inconvenience or detrimental to your business and livelihood.

Most disability insurance plans don't kick in to affect until you've missed 7 days of work or more (depending on your plan).  So disability insurance wouldn't have helped in the case of my kitchen accident... but luckily I have a little emergency fund saved up, so missing a day or two of work wasn't difficult to recover from.

LIFE happens - so be prepared!
Do you have disability insurance or an emergency fund?  And if so, have you ever had to use it?

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, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

Powerful Ways to Show Appreciation to Your Clients

This recent blog post from Massage Table Outlet about the value of connections got me thinking how important it is to connect with our clients.  A great way to do this is to show appreciation to them.  After all, if it weren't for our clients, where would we be?

Here's a few simple ways to make your clients feel appreciated - which will also help to deepen the connection between you:

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• Send them a thank you card after their first visit.
• Reward them for referrals.
• Offer them $10 off the month of their birthday, or an add-on for their birthday, etc.  Or simply send them a birthday card.
• Listen to them and remember (or take notes on) the important things in their life.
• Ask for their opinion and feedback.  Create a client feedback program and make them feel special to be selected to take part in it.  This is easy to do with services like Survey Monkey which allow you to create free surveys for clients to take anonymously.  (Anonymously is the best way to get honest feedback!)
• Rapid response to complaints - an unhappy client is an opportunity for excellent customer service!
• Create a client loyalty program.  (buy 5 massages, get the 6th free is one example).
• Support your client's businesses.  (This doesn't necessarily mean buying what they are selling). Give referrals and recommendations to their businesses.  Tastefully display their business cards at your massage studio.
• Send out newsletters to regularly communicate with your clients.  Clients want to learn information you have to share.  This is also a great way to educate your clients on the benefits of massage and position yourself as an expert - which is something I recommend to set yourself apart from your competition.

What are some ways you like to show your clients how much you appreciate them?

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, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

Set Yourself Apart From the Competition

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If you're in an area that is saturated with massage therapists, it's important to set yourself apart from your competition.  There's a few simple ways you can do this.

• Offer a unique technique.  
  Rather than market it as the modality, present it as a solution to your client's problem.
  There are so many different techniques out there - find something that intrigues you that no one else is doing in your area.
• Position yourself as an expert.  
  A great way to do this is to write articles on massage / holistic health / etc for your local paper.  Create a blog to educate clients on the benefits of massage.
  Send out newsletters or e-newsletters to clients.  (Writing not your forte? ABMP has a great newsletter generator for you to send to clients.)
  Speak at events, conventions, etc. that are related to health and introduce the benefits of massage therapy.
• Take customer service to the next level.
  Offer your clients more value with exceptional service.
  Promote extras or add-ons like paraffin dip, hot towels, aromatherapy, etc.
  (More ideas in this post on 10 Simple Ways to Wow Your Clients.)
• Offer unique business hours.Is your competition offering evening or Sunday appointments?  Set yourself apart by offering convenient times that others don't.
• Make it easy for clients to schedule with you.
  Offer online scheduling, phone, email, text as ways to contact you.
• Have a web presence.
  A website is a necessity, in my opinion.  Stand out from the crowd by making yours awesome. (Beautiful design, interesting content, search engine optimization, online scheduling, blog.)
  Make sure you're not making any of these common mistakes.
• Provide a unique specialty.
  Fill a need by offering same-day emergency appointments, or longer-than-usual sessions, or short, effective sessions.
• Create a "Signature Treatment".
  Combine your two most popular services into one beautiful treatment that no one else offers.
• Create a niche market.
  Focus on a certain clientele.  Prenatal for pregnant women, Stress-relieving treatments for agonized executives, recovery massage for athletes, etc.

What ways have you set yourself apart from the competition?  How has it helped 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, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

Benefits of Online Scheduling

Visit Bodywork Buddy for a free trial of online scheduling.

As a follow up to this article I wrote for massagemag.com about online scheduling, I'd like to hear about your experiences with this technology.

• How has it helped your massage business?
• What other benefits have you noticed with offering this convenience to your clients?
• What creative ways have you used your online scheduling to generate referrals or gain new clients?
• What would you tell other therapists who are hesitant to offer their clients online scheduling?

If you don't yet offer online scheduling, I'd love to hear why not and we can discuss those concerns in another 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, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

How to Lose Clients and Alienate People

Massage software with online scheduling

Don't you just hate it when your schedule is full of clients and you're in demand?

Here's a quick tutorial on how to thin out your schedule so those pesky clients will leave you alone.

1. When a client asks for deep tissue. give them reiki.  Or, when they ask for a relaxing Swedish massage, try for "death by effleurage".
2. Keep your massage room at a refreshing 64 degrees.  (this will feel especially great on bare skin with some cold massage cream.)
3. Talk non-stop through their massage.  Especially if your client seems to keep their answers short and doesn't engage in conversation - take this as a que to talk more about your life.  Throw in as much drama as you can for entertainment's sake.
4. Talk about hot-button topics like religion and politics.  (First, feel out the situation and make sure your client has strongly opposing views to your own.)
5. Notice the non-verbal clues that you are using too much pressure.  Do not adjust your technique.
6. Gossip about your other clients.
7. Call up clients and tell them in detail that it's an emergency they make an appointment, because you need some quick cash to bail your boyfriend out of jail.
8. Constantly reschedule their appointments on a whim.
9. Take about 3 days to return phone calls and emails.
10. Enjoy an aromatic lunch right before your client shows up for their massage.  (Think tuna fish, popcorn, fried chicken, etc.)

Hard to believe?  I've actually had all of these things happen to me as a client.  Some were experiences with other personal businesses, not massage - but they did all happen, nonetheless.  

OK, so... *disclaimer alert : I don't actually want you to do these things.  

Oh, and?  Dump that boyfriend.  You deserve better.  Trust me on this one.

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, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

Accepting Credit Cards to Increase Your Massage Business

Are you accepting credit cards in your massage practice yet?  If not, you should be.

There are many benefits to accepting credit cards.  It’s a known fact that people will spend more when they can use credit cards.  There are also several other advantages for your massage business.

I’ve heard many therapists express concern over the fees associated with processing credit cards.  The pros far outweigh the cons, in my opinion.  The processing fees are simply a cost of doing business.  You’re offering your clients a convenience.  Don’t look at the fees as money you’re losing, because you’ll likely reap many other benefits of accepting credit cards - including making more money. 

Consider the gains:

●      Improved professional appearance. Accepting credit cards legitimizes you as a professional and helps to build trust.

●      Convenience to your clients. It’s important to make it as easy as possible for clients to pay you. They will love the flexibility of being able to pay with credit cards.

●      Lower risk (checks can take days to clear - or NOT clear - and the risk is on you.   Credit cards get accepted or declined immediately).

●      Higher sales.  Not only will clients get massages more often and likely tip more, but also buy gift certificates, packages, and products.  Credit cards increase impulse purchases.

Also keep in mind that many clients use debit cards for everything.  Just because someone is using a card doesn’t mean they are using credit or spending money they don’t actually have.  (In case this is a concern for some therapists.)

According to Visa, over the past 10 years, people's use of electronic payments like credit cards and debit cards has increased by 400%.

A lot of credit card programs offer cash-back or other incentives for every dollar that a consumer charges to their card.  People who are enrolled in rewards programs will go out of their way to pay by credit card in order to accumulate rewards.

It’s easier than ever to accept credit cards.  With companies like Square and Intuit, you can get setup for free and be ready to swipe cards within a couple of days with nothing more than a smartphone or tablet.

Do you have a concern about accepting credit cards that I didn’t address here?  Leave a comment and we can discuss your concerns in another blog post.

Do you already accept credit cards?  What are other benefits that you’ve noticed in your own 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, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

photo credit:
 Idea go / FreeDigitalPhotos.net

How to be a Stressed Out Mess at Tax Time

As a follow up to my post yesterday on "Getting Organized for Tax Time", here's a few tips for those of you that prefer to be more "free spirited".

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• Don't use any type of bookkeeping system for your massage business.
• Randomly scatter any business related receipts throughout your office, home, purse, and car.  Then host an annual "receipt hunt" and invite friends & family to join in.
• Make business purchases with several different credit cards, debit cards, sometimes with cash, other times checks - including personal checks.  And don't keep track of any of it.
• Wait until the end of the year to tally up income from massage sessions. Or better yet, wait until April 14th.  Or even better?  Just guestimate your income.
• Don't keep copies of tax returns from previous years.
• Don't consult with a professional.  Decide to do this all yourself - even though you're a massage therapist, NOT an accountant.
• Prioritize.  Facebooking always trumps bookkeeping.  always.
• Don't make quarterly payments. It's much more exciting to find out that you owe thousands all at once. And if you don't pay? The IRS will threaten to seize your assets.  THIS is how you bring more adventure into your life!

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, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com