How to Keep Your Clients Coming Back for More! Part 2/2
Are most of your clients One-Time Wonders or do you have a full schedule of loyal repeat customers? There’s so much you can offer to impress your clients with superb customer service! With little cost, time or effort, you can provide impressive extras in every single interaction with clients – from their first phone call to beyond their last appointment! What amenities give extra value to your clients?
For starters, here’s something I don’t do that really makes people sit up and take notice – I don’t accept tips!
Whoa – hold on!” you say. “Massage therapists expect tips and depend on this extra money to boost our income.”
While tipping may be the norm in a spa or salon setting, my view is that in a health care clinic, tipping is inappropriate. Just as people do not tip their doctor or dentist, they likewise should not be expected to tip their massage therapist, chiropractor or any other health care provider. If someone insists on giving a tip anyway, I clearly explain that it helps cover the expense of my pro bono community service work.
This policy will go a long way toward client retention. Keeping repeat clients over the long-term brings in more money and satisfaction than One-Session Wonders who leave a big tip and never return!
Whether or not to accept tips is a personal decision. But whatever your policy on this, there are many other ways to impress people with your dedication, commitment and professionalism.
Follow-up Call. Check in by phone the next day with new clients; or if an existing client came in with a new problem. If their next appointment is more than a week away, call again in a few days to see how they’re doing and remind them to follow their self-care routine. Ask if they have any questions or if there’s anything you can do for them. If they’re acute, offer to see them sooner than scheduled.
On-going Connection. You need a keep-in-touch marketing system to keep your practice in the clients’ awareness. This can include email or postal mail items, such as a weekly ezine, info or an article of interest to the client. A Referral Reward Program offers a special gift of your choice to clients who refer others. Birthday and holiday e-cards are pre-scheduled each year, with new clients added as they come in.
Exceed Their Expectations! Helping clients feel better with great technical skills is the bare minimum you should give. People expect an effective treatment – that’s why they called you in the first place. Exceed their expectations with amenities – nice little extra services or products that add little or no cost or time to you, but have a huge impact on the client’s experience. Use special amenities every day, not just with new clients, but with all clients. Not just for special occasions and not just occasionally, but in every single interaction – whether on the phone, by email or in person. Amenities are a key factor in keeping loyal ideal clients and getting their referrals.
Oh, one more thing – always, always, always – remember to say “Thank you so much for coming in! I appreciate your support.”
Amenities can have a huge impact on the client’s experience in your holistic health practice. For Easter and the renewal of spring – and every opportunity you can – use low-cost amenities to show your clients how much you appreciate them.
How do your wow your clients with amenities? Please share below!