When do you think the re-booking conversation starts? At the end of the session?
It starts with your *marketing*! How do you explain your practice? How do you talk about the results you can help clients achieve?
Do you talk about the kinds of situations that are chronic, which suggests that you can’t get them where they want to go in one session?
Do you talk about your ability to support your clients in an ongoing relationship?
Do you present yourself as a special treat, suggesting that your massage can be a “when you want to do something special” kind of thing?
What kinds of people are you talking to in your marketing? Are you reaching out to people who need an ongoing relationship with their massage therapist?
You aren’t just trying to draw clients to you with your marketing, you’re setting up expectations for the kind of relationship they can have with you.
When your marketing promotes a long-term relationship or promises the ability to work with chronic or gnarly conditions you are already saying that you’ll be ready to talk about re-booking with them when it’s the right thing to do.
Does your marketing suggest the kind of relationship where re-booking is appropriate? Where it’s even a nice act of hospitable customer service?
Take a look at your marketing. What is it telling the client about the kind of relationship you’re looking for?
People form strong attachments to an MT based on the work AND the therapist. Your marketing should also give people a sense of what it’s like working with you and your business.
Are your more formal or informal?
What’s your worldview?
How do you understand health?
How do you view the body?
Are you strictly science-based or do you also make room for the energy of bodywork?
What’s it like to be in a therapeutic relationship with YOU?
Great customer service — from your marketing to the end of massage life — is the key to attracting and retaining a robust client base. And the key is hospitality and respect. Learn the secrets to customer service in places you’ve never thought of.