How to Keep Your Wellness Clients Coming Back for More!
Spring is the perfect time to pamper your wellness clients with a special gift to show your appreciation for their business. I make little spring baskets, filled with goodies such as healthy snacks and wellness treats. But there’s much more you can do every day – not just for Spring – to treat your wellness clients to special customer service! Let’s look at simple ways to boost client loyalty with extra-special services – before, during and after each appointment.
Before the Appointment. Change your friendly voicemail greeting at least twice a month, and always offer a special promotion! Send intake paperwork via postal mail or email, for new clients to fill out and bring to their first appointment. Give all clients a reminder the day before their appointment.
Reception Area. Be there – or have a receptionist – to greet clients when they enter your office. Eliminate ‘waiting room’ from your vocabulary and from your office – arrange your schedule so that you never keep anyone waiting! Have drinking water available.
Before the Treatment. Go over intake paperwork item by item with new clients, to make sure they understand your policies and procedures. This eliminates the awkwardness of a surprise later – such as paying for a no-show. With first-time clients, give a little tour of your office. Before or upon entering the treatment room, offer a drink of water and use of the restroom.
Treatment Room. First and foremost, make sure your treatment area is impeccably clean! Comfort and attractiveness rate a close second. Maintain a comfy temperature with a heater, fan or open window. Pre-warm the treatment table. Get ride of clutter; let your work – not your artwork – be the main attraction. Let your décor reflect your personality, while still looking professional.
During the Session. Play serene ambient music. With bodywork, careful draping helps the client feel safe and comfortable, further establishing trust. Check in occasionally with the client for feedback.
After the Session. Use hot washcloths to clean off oily residue from bodywork. Have a cup of water or tea ready when the client comes out of the treatment room. Schedule or confirm their next appointment. Always give a new client something to walk away with – a handout with home care tips, a product sample, a tea bag – a tangible reminder of you and your practice!
Helping clients feel better with great technical skills is the bare minimum you should give. Spoil them with amenities every chance you get! Amenities – a key factor in keeping loyal ideal clients and getting their referrals!
Next Week: Keep ‘em Coming Back – Part 2!