Retaining Clients

Acquiring repeat clients with ease takes more than just offering a great massage session.  When you own your business, you have to wear many hats each day.  You have to be customer service, accounting, marketing, social media, housekeeping, bookkeeping, follow up, HR, among many.  And you also have to provide all of this at every appointment.  Everyone can fall short of any of these areas, if not on top of things.
1. Give the best massage to each client you see.  Sometimes this can be difficult, especially if you have a micro-manager on the table telling you what to do. I tell new clients that I don't talk during a massage, so that they can relax and zone out.  If I need to talk it's a direct question about what I am doing in that moment and need feedback from them.
2. Make sure your office is clean and free of clutter, the carpet is free from debris, office garbage cans are not overflowing, the room smells good, and the music is not too loud or too quiet.
3. Turn off your phone - or put it on silent.  There's nothing more annoying than a phone constantly dinging in the background.  The client will wonder if it's theirs or yours, and then wonder who it is (and so will you) and then continue to think about these things when they are trying to relax.  And absolutely do not leave the room to answer a call.
4. Linens - make sure the linens are sparkling clean (this means no pilling on the flannel sheets or blankets), fluffy head rest, fluffy towels if you use those.
5. Invest in UV hot towel warming cabinets.  This will reduce any bacteria in the towels you may be using during your session.  Or any other items you may use like an eye pillow or hydrocollator packs.  I still use covers for each of these when applying to the client.
6. Make sure your bolsters you are using during the session are warm.  I keep the ankle bolster on the table so it stays warm for the client.  But occasionally I use a bigger bolster under their knees - and I cover that with a flannel bolster cover under the bottom sheet.  I have 2 sizes - one for ankles and one for knees.  I also have one for the neck - some people who have severe forward head posture really love the neck bolster.
7. Table warmer is a must, even if you live in a warm climate.  It's very off putting to climb into a cold table, at least in my opinion.  Some people run hot - and those I know ahead of time, because I ask new clients when they come in if they prefer a really warm or a mildly warm table.  I have always purchased table warmers with an automatic shut off and one that I can control with a digital temperature reading.
8. Bottle warmer - I have one that warms an 8oz pump or pour bottle.  I prefer using the pour top, as then it can be applied rather quietly.  I use this to begin the massage on their back and neck, that way they are completely relaxed at the start of the session.  Every single client has commented how good that warm oil feels.  If you're not a fan of using oil, you can also warm up lotion in it as well.  I love using fractionated coconut oil, it doesn't stain the linens and it has a long lasting glide, and is great for cupping.
9. Offer mints, chocolates, or other little snacks to take with them after their session.  I personally offer mints, otherwise I would sit and eat all the chocolates myself hahaha.  Plus, I find that during the winter months when it is dry, and people have more coughs, mints are a nice suppressant.  It's also a nice breath freshener for me when I'm working on their head/neck.
10. Before they walk out of their session, ask when they want to schedule their next appointment.  This was very helpful for me when I was just starting out.  Don't ask a yes or no question like "Would you like to schedule your next one?" instead ask "What date would you like to come back to see me?" and if they respond with "I'm not sure" offer them a few dates and times you are available, when you think they should come back again.  Some clients will only be a couple times a year, some will be monthly, some may be weekly.  You should also explain why you'd like to see them back next week - if they have a particular issue you know you can help with.  Do not make it about money on your end, as people can pick up on that.  It should always be about what is best for the client.
The more massage therapists you go to for a self-care appointment, the more ideas you will get.  These are just a few off the top of my head.  If you would like to discuss your business specifically, please feel free to schedule an appointment in the Mentoring Services tab.