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 

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

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

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

Summer Add-Ons

The hot weather has arrived!  I read a recent discussion on Facebook about using hot stones during the warm weather months... while some therapists may choose to stop using hot stones in the summer, you could add in some "cooling" add-ons for your clients.  (I think these could pair well with hot stones, or be just as lovely on their own.)

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• Cold stones on the face and behind the neck while supine
• Peppermint oil hot towels for the feet
• Peppermint, spearmint & eucalyptus in a diffuser
• Cooling essential oil blend or peppermint oil on the back
• Sombra or Biofreeze added to sessions
• Chilled eye pillow, cucumber slices or cooled tea bags over the eyes
• Chilled towels for the back at the start of the session
• Refreshing flavored water offered to clients after massage
  (See A Muscle Therapist's Thoughts for some creative ideas!)

What kind of summer add-ons do you like to offer?

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

Create Free Massage Brochures With ABMP

Are you a member of Associated Bodywork & Massage Professionals? Did you know your membership includes an awesome ability to create beautiful brochures for your massage business?

After logging in to your account on ABMP.com, hover over the Marketing Center tab, then click Client Brochures (customized).  You can then add your own contact info in the lines provided, and upload your own logo.

There are 23 different types of brochures to choose from!  Everything from sports massage to maternity massage.

Once you choose the brochure type, click Generate.  You will then be presented with a link to click, which will download the brochure in a PDF onto your computer.

You can take this file in to your local print shop and have them professionally printed.  Or, you can even upload them to sites like Vista Print for printing.

To upload to Vista Print, save your PDF brochure in Adobe as a jpeg file.  This will create a file for each of the 2 pages of your brochure.  You can then upload the 2 pages separately to Vista Print.  (There will be a video tutorial on how to do this coming soon - so no worries if you need clarification).

Make your own brochure at www.abmp.com

Pretty awesome, right?  So easy, and it's a free benefit of your ABMP membership!
Have you made your own brochures with the ABMP generator?

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

Learn How to Customize Marketing Posters

Last week I shared 6 Free Marketing Posters for you to use on your website and Facebook page.  While the photos look fine on their own, I've left some space in some of them for you to add your own contact information.

To do this, you will first need some type of imaging software.  There's a great site where you can download free software: Ninite.com.

For this tutorial, we're going to use Paint.NET.  (listed under Imaging, about half way down the page.)

Once you've downloaded Paint.NET from Ninite.com, you can follow along in the video to add your own contact information to the free marketing materials from last week's post.

(If you make a mistake, simply click on Edit, and choose Undo.)

Did you add your contact info to some of the marketing posters provided?  Comment below with a link to your site so we can see how it turned out!

*Please note* you should not add your info to other people's pictures unless you have the permission to do so. 

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

How to Create a Free Commercial for Your Massage Website

Have you ever heard of Animoto?   It's a cool little site where you can take video clips and pictures - add text & music - to create a free 30 second video.

It's a great tool to create a commercial about your massage practice to add to your website.  It's fairly simple - after creating an account and logging in, you can choose your pictures from several different sources including your Facebook account.  Add any text you want and choose music to go with your video... and Animoto then does the rest.

Here are some tips to create an awesome commercial:

• Keep it short.  You can purchase a longer video, but 30 second videos are free... and really, 30 seconds is the perfect length for a commercial.  You want to entice people, not bore them with a long video.
• Animoto has a very large library of music to choose from... however, in my opinion, not much of it goes nicely with massage therapy.  I'd recommend uploading your own music.  Keep in mind that there may be some legalities to uploading just any music... To be on the safe side, I recommend using music from ASOMAssage*.  (ASOMAssage is a music membership site with royalty free massage music - only $9.95/month membership gets you 6 hours of downloadable music each month! It's a great service, despite their use of that talking popup that I just advised against in last week's post...)
  The music in the video below is a sampling of the beautiful massage music you get with a membership.  If you're a member of ASOMAssage and would like to use some of their music for your videos, please contact them for details.
• Use pictures of yourself - not other therapists.  Trade with a photographer to get some nice, professional photos.
• Remember to put your website address and phone number in the video. Direct clients to schedule online if you offer that service.
• Post your video on your website and Facebook page.

Here's a little example of what you can do -

Have you made your own commercial with Animoto?  Post a link here so we can check it out!

*I am an affiliate with Asomassage, which means I will receive a referral commission if you signup for this service.  However, this commission does not influence the information I provide in this blog nor does it mean that you will pay more if you buy through my links.  I always provide honest opinions and reviews to share my findings, beliefs and experiences.

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