Client Retention: Making Your Clients Feel Special

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Jun 21 2008

Published by angengland at 2:30 pm under Massage Marketing Ideas Edit This

One of the best ways to grow a successful business is to keep the clients you already have. Research has suggested it costs 5 times more to gain a new client. So once your marketing efforts have paid off, and you have a new customer on your table, what can you do to make them feel special enough that they will want to come back?

Keep your facilities clean and tidy! Dirty towels, stained sheets or bugs in the window sill will be a turn-off for clients and would not encourage them to return.
Listen to what they say, call them by name and smile, telling them, “Hope to see you again soon!”. You would be surprised how often I hear clients complain about how often their massage therapist doesn’t even thank them for coming.
Send a follow-up note or card to first-time clients thanking them for their business.
Think of something you can do as an added “special” without being too expensive: give them a water bottle, provide mints, include an extra add-on special (I do an aromatherapy foot spritz and wipe with a hot towel), and pamper your clients in some memorable way.