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

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

Client Referral Tracking

Do you have a referral program to thanks clients who refer to you?  Wouldn't it be great to have an easy way to keep track of who referred who?

With Bodywork Buddy, you can do just that.

Not only is there a graph on the Reports page that shows a percentage breakdown of how many referrals clients have sent you, but each client file includes an area that shows who they have referred, as well as who referred them. 

This makes it easy to track how many referrals you are getting and who they are coming from.

Word of mouth advertising is the best way to build a massage practice, and thanking your clients for referrals will definitely help your business grow.

Sign up for the free 15 day trial at Bodywork Buddy: massage software with online scheduling.