Series: How to Set Your Massage Referral Program on Fire / Part 8

Last week's post was about making it easy for your referrers.

Referral Fire Starter Tip #8: Moving It Forward

You’ve got a stack of names and contact information... now what?  How do you connect with those leads and turn them into clients?  In tip #2, you mapped out your referral program that included a planned process of reaching out to those referrals.

1. If you're getting addresses for your referrals from clients, mail out a postcard offering a discount or special for them to try out your services.  Be sure to include that their friend thought they'd be interested.
   Don't email.  If you don't already have an established relationship with them and don't have permission to email them - then don't.
2. If you're not collecting mailing addresses, have referral cards to hand out to your current clients.
3. Report Back. Your client will likely want to know how it went when you contacted their referral. Drop them a line by email or in the mail that says, “Thanks for referring Joe! We met last week. I truly appreciate your trust in me.” Then you can inform them how they can claim their referral reward. Short and to the point does the trick.

Effective communication at every stage of the process will smooth the way – communication with your new prospect, communication with your staff (if you have staff), and communication with your original client. Letting everyone know what’s going on and why may seem like overkill, but it really makes everyone feel like part of the process.

Series wrap up:
Part 1
Part 2
Part 3
Part 4
Part 5
Part 6
Part 7

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

Exceeded Expectations

I asked on our Facebook page how a career in massage therapy has exceeded expectations, and was pleasantly surprised at all of the great answers!  

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    • I thought that once I was out of school that would be it. I would have a trade and go on with my "job"! I learn new and exciting things everyday either from another therapist, my clients, my co-workers. I am always growing in my profession and the knowledge and experience available to me is truly limitless! Love what I do!

    
    
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    •  Emotional it is very fulfilling. Financially, although I run a big shop, its still a struggle, but I am thankful. Physically, I am thankful to not have secretary spread from an office job. ;)

    
    
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    •  I love how I learn something new from Every Body, AND some days what I learn is immediately applicable to someone else, like the universe tried extra hard to pull off awesome synchronicity :)

    
    
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    •  yes it has! Never dreamed of being to be so successful that I could pay my mortgage, support my family and allow my wife to stay home with the kids and to still enjoy to do all the things in life I love. Plus being able to go to a job you love is beyond words!

    
    
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    •  Its the most spiritually fulfilling job a person can have. I especially love the success stories that come from my rehab clients. When someone's carpal tunnel syndrome or migraines are relieved from my work. It's amazing! PLUS I have a flexible schedule which means I get to spend more time with my children. Super bonus!

    
    
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    •  When I first started school, I thought I would just learn a trade. Little did I know that it was going to be my passion and be in love with my career. It's not only made me care more about my health, but become more compassionate for others. Truly am I blessed for being a therapist.

    
    
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    •  I was sure how far my career would I have been practicing for 10 years. I even was blessed with an opportunity to teach for 4 years. Massage has opened many doors. I have been so graciously allowed to contribute to the massage community & can wait to see how many more years I will be blessed to contribute.
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    •  Started in 1996!! Took a leave from 2003-2008! Had my first child...self employed renter in a small salon now!! Work 10-15 hours a week!! Kids NO daycare!! Work around husbands schedule!! Have retail products and massage and net 2500/month!! What more could a wife/mother ask for!

    
    
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    •  My favorite part is when a person comes in bent with pain and WALKS out.
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    •  This week, for the first time, a client broke down and cried on my table. It was unsettling at first, but she was so grateful to feel good in the midst of an emotionally taxing storm in her personal life. I'm so thankful to not only help people feel good physically, but to help release people from their mental and emotional pain as well. It is an absolute honor, and I hope to always be able to touch those who need it with love and compassion. ♥ I never knew that "work" could be such a reward before becoming an LMT.

    
    
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    •  My favorite part of being a LMT is that a client walks/shuffles in, gets on my table, I work on their problem(s) and they are thanking me on the spot, and walking upright. Recently I had a woman who had been living with a pain in her shoulder for 8 months, and after 15 minutes of trigger point therapy it was gone. Another was a 12y/o boy who has had a stressful youth - problems sleeping, home life, etc. and at 12 y/o he was convinced nothing else would work, he fell asleep on my table and told his mom he wants to come back to see me. :) I love my career.

    
    
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    •  Not crazy about starting out, spending more $ than I've made the past year. But....I love the happy, stress-relieved clients. What better job is that, where people always leave so happy?!

    
    
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    •  On top of all the other great things about being self employed, helping many people every day, and being in love with the work itself, I didn't think it could be really lucrative, but I was wrong. It can be- and it is!

    
    
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    •  ‎30+ years later, I'm still here. Every day I am humbled by how blessed I am to have broken out of the mold and followed my own path. Who knew? :)

    
    
    
    
    
    Pretty awesome, right?  So then as a followup, I
    
     asked (TWICE!) how a massage career has not 
    
    met expectations.  The response?
    
    
    <crickets>
    
    
    Hm, I think that says a lot!
    
    How has massage exceeded your expectations?
    
    
    
    
    
    

    

    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

    
    
    door photo: freedigitalphotos.net
    
    

Series: How to Set Your Massage Referral Program on Fire / Part 7

Following up last week's tip of marketing creatively is how to make it easy for clients to refer people to you.

Referral Fire Starter Tip #7: Make It Easy for Referrers

You can have the best referral program with fantastic rewards, but if it’s difficult for clients to use or understand, they won’t use it. Everyone is overwhelmed enough as it is; the last thing they want to do is to have to wade through piles of information or red tape just to send a client or two your way. Here are some tips for keeping your program simple and user-friendly:

1. Keep the rewards simple. Don’t get too complicated with different levels of rewards or different rewards for different people. Keeping it simple and streamlined will make it easy for your clients to understand, and easy for you to implement.
2. Don’t give too many choices. More choice is not always a good thing. In fact, surveys show that when people are given more choice, it actually increases their confusion and reduces their satisfaction with their final selection. If you must give choices for redeeming referral rewards, keep it simple. Ask them to choose between two types of the same thing ($20 off a future service or a free upgraded service, for example.)
3. Confirm when you receive a referral. Let your client know when you receive a referral from them. A quick email reply, “Thank you for trusting us!” is perfect. You can also make a note in the computer if you have a customer management system so the next time you talk to that client you can let them know you appreciate the referral.
4. Reward promptly. The only thing worse than never receiving the reward you were promised is having to wait months for the reward you were promised. Reward your clients promptly when they’ve earned something from your referral program. Positive reinforcement will increase the likelihood of a repeat performance.

What ways have you made it easy for clients to refer their friends to you?

Series wrap up:
Part 1
Part 2
Part 3
Part 4
Part 5
Part 6

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/hard photo: freedigitalphotos.net

Cleaning Your Hot Stones

Do you offer hot stone massage?

A blog post a while back from Massage Table Outlet about the most likely places for germs to lurk got me thinking about the importance of keeping massage stones clean and sanitary.  (I was also horrified at the lemon wedges!!)  A quick look on YouTube resulted in tons of great videos on the topic.

Here's a short video with some suggestions.
What have you found to be the best way to clean your stones?

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

Decompressing at the End of the Day

Earthlite shared a great post last month about Winding Down.  It's so important (in any profession, really), but with the high rate of burnout in the massage field, I think it's especially important to make sure that we are really taking this time for ourselves at the end of our day.

So I thought I'd add a few things to Earthlite's great suggestions:

• Soak in a hot tub.  (I'm a big fan of this in the winter time here in Michigan.  Bonus?  You can totally count this as "outdoor time" which can be hard to come by in any other form on those blustery days!)
• Get some exercise.
  While it doesn't seem like winding down... walking the dog (Iggy's favorite), taking a leisurely bike ride, or really pounding out the pavement with a run can do wonders for the soul.
• Yoga or Tai Chi.
  I suppose this could fall under "exercise", but it's a different kind of connection with your own body.  And what better way to really disconnect from your clients and reconnect with yourself at the end of the day?
• Play in the dirt.
  Ground yourself with some garden therapy.
• Play with your kids, pets, etc.  (It's so easy to forget how to play as adults!)

I know a therapist who worked in Hawaii and swore by the recharging powers of swimming in the ocean after a long day of doing massage in a dark room.  This would certainly be my choice if I had it available!
What are your favorite ways to wind down at the end of a long massage day?

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 6

Last week's tip in this 10 part series was to gather client testimonials.  Did you get any client testimonials last week?

Referral Fire Starter Tip #6: Market Your Program Creatively

Once you’ve got the outline for a strong referral program in place, you need to start talking it up. If no one knows about it, no one is going to get excited about it. Here are some creative ways to promote your referral program:

1. Create a section of your website. Even though you are a brick-and-mortar business, websites are great places to send people for more information. Have a section of your website that you can direct clients to, and list all the referral details. Make sure there’s a form right there that they can use to refer friends and family.
   
   
2. Use the back of your business card. The back of your business card is prime real estate. Instead of letting it go to waste, use it to advertise your referral program. You could give details or just include a link to your referral program.
3. Create “refer-a-friend” cards. In addition to handing out business cards, give your clients refer-a-friend cards. They could say, “Someone really likes you, and thinks you’d like us! Use this card for 20% off your next purchase.” Then have a space for the referring party to include their name so they receive credit for the referral.
4. Use compelling language. Many cash-based businesses (real estate agents, mortgage brokers, etc.) will include, “I PAY FOR REFERRALS” on their marketing literature. If you don’t want to be that blunt, you could write something like, “Did you enjoy today’s service? Tell a friend and be rewarded. Check out our referral program at www.YOURSITEHERE.com.”
5. Create a direct mail piece just for referrals. Particularly if you are revamping or launching your referral program, you may want to think about creating a direct mail postcard specifically to promote the program to your existing clients. Highlight how easy it is to participate and the benefit to them – and their friends – if they participate.
6. Mention the referral program in person. When your clients are scheduling their next massage, remember to mention the program and ask for referrals.
7. Add it on all marketing materials. This mention can be as simple as a line that says, “Find out how you can earn free massage! Go to www.YOURSITEHERE.com.”
8. Create schwag. Inexpensive giveaways like pens, mousepads, and notepads are great places to mention your referral program’s URL. These items stay in front of them, and will keep your program top-of-mind. One note: Don’t give away junk! “Inexpensive” does not mean cheap. You’re better off investing a few more dollars in a giveaway people are going to want to use, then handing out junk that ends up in the trash.

Check out the creative ways Nevada School of Massage Therapy/Las Vegas Campus promotes their referral program.  Randi Sepulveda is the artist that draws these awesome gems!

What creative ways have you marketed your referral program?  What worked well, what didn't?

Series wrap up:
Part 1
Part 2
Part 3
Part 4
Part 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

                                                                                 creative photo courtesy of freedigitalphotos.net

4 Ways to Keep Control of Your Website

There's a few important things you need to do when you are creating a website for your massage business.  

Here's some great tips from a freelance web designer.  I've personally seen the "website hostage" situation many times...
Make sure this doesn't happen to 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, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

Online Business: 4 Ways to Keep Control of Your Website

By Nicolette Tallmadge



I get an email from a prospective client as least every month where something went wrong with a past designer and client ended up losing control of their website. Either designer locks the client out from the website, or they threaten to erase the entire website, or they actually follow through and delete the website.
How could something like this happen? Most web designers are trustworthy and ethical, but there are some bad ones out there. If you have someone that's helping you to design or maintain your website, you have to be careful not to give them absolute control over your web presence. Here are some tips on how to keep control of your website:
1. Always purchase your own domain names- Never, ever allow anyone except yourself to purchase the domain name(s) for your website. Some designers will offer to buy the domain for you as a "convenience". Don't let them! It's a simple matter for them to name themselves as the owner of the domain name which will make it impossible for you to do anything with it without going through your designer. That means that if you get into a dispute, then the designer can keep your domain name or refuse to allow you to transfer it over to another web host. You web designer can easily hold your entire website "hostage" this way.
Buying a domain name is not difficult. You can get one in five minutes as long as you have a credit card and can click on some buttons Don't delegate something this important to someone else.
2. Keep track of all your important account information- In most cases, your web designer will need to have access to your web hosting account information that you might need to allow them access to do their jobs. Just like your domain name account, you need to be the primary contact for all of your online accounts. That means if anything goes wrong, the first person these companies will contact will be you...not your designer.
You also need to keep track of passwords, usernames, account numbers and you need to log on to these accounts on a regular basis to make sure that you still have access to them. This will keep your web designer from locking you out of your important accounts in the case of a dispute.
3. Always keep a copy of your website in your possession- Even if you've hired a professional to maintain your website for you, you should always have an up-to-date copy of your website in a place were you can grab it in an emergency like your computer hard drive, a CD, or a thumb drive. This is a good idea in general, but it's also a good way to keep an unscrupulous web designer from blackmailing you by threatening to shut down your website.
Also, if your website also uses a database of any kind...say you're running a Wordpress blog, make sure that you also have recent backups of those as well...especially if these databases contains customer or financial information of any kind.
Ask your hosting tech support to show you how to backup your website and/or databases you might be running on your website and start downloading weekly backups.
4. Don't allow your lack of knowledge get in the way- As a rule, I never register domain names or open hosting accounts for my clients, even if they ask me to. Some of the less technically savvy ones try to get me to do stuff like this for them because they don't want to have to deal with the "technical stuff". But I always warn them that their lack of technical knowledge is the thing that makes them vulnerable to getting ripped-off by someone less than honest.
The bottom line is that if you're going to have a website, there's going to be a certain amount of "technical stuff" that you're going to have to deal with. It comes with the territory. The more knowledgeable you are, the less likely you're going to be taken by an unscrupulous web designer. Every small business owner who owns a website should know how to buy their own domain names, open up a web hosting account, open up accounts at YouTube, Facebook, etc, and how to make regular backups of their website. If you know how to do these things...you won't find yourself in the position of the poor souls I talked to every month.

Need more information on websites, web design, and how to avoid the pitfalls in building and managing your own website? Download a FREE report, "10 Website Mistakes to Avoid" to learn what you need to know to build and run a successful website. Visit Nikolena Designs to get more information.

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