Repeat business discounts

[chris j]

For a couple of weeks I decided I'd give something a try. For deep tissue sessions, I charge $55/hr for. For a relaxation massage, I charge $40/hr. I had a few clients come in for deep tissue work a few weeks ago, and before they left I offered 2 of them a deal. I told them that if they rebooked their next appointment now, they will get this session and the next session for only $40, same as my relaxation fee. They said that sounded great and went ahead and booked. I thought, "Great, this may get clients to come in for more regular work." Wrong. BOTH clients that did that no-showed. So they got off with paying less for their session, and haven't been back since, I feel because they know that they will need to pay for the appointment they no-showed on (I tell them of my cancellation policy). I felt taken advaneforum.xxxe of, and haven't offered the 'deal' to anyone else. I'm really not too upset that they didn't show up for their next appointment, but that they were dishonest about the entire situation to save $15 on their appoinment (I hate liars and thieves, anything else I can put up with, and to me these people are both).I would really like an incentive program for something like that, but usually when I ask a client to prepay on a deal, they turn the deal down, usually due to lack of money at the time (yep, I take credit cards). I'm wondering if I just discounted too much and made the value of the massage seem less? Should I still continue to have an incentive program, but make them pay full price for the first session? Or should I just charge everyone full price all the time, because some people just cannot handle not using other people for personal monetary gain?

 

[x_ill]

Repeat business discounts

I would opt for full price for the current (first) session, but offer the incentive/discount on the next one. That's a shame that both no-showed. I don't think it proves a definitive flaw in your offer, but I do think you should stand firm with your current rate (that's what they were planning on anyway, right?) for 'today's' session.I do this for those who want to have 1, 2 or 3 week standing appointments. Then we book out their first few dates & I give them a reminder card with the standing on it. Only one or two people have tweaked their standings so far. Nobody has outright cancelled or no-showed. (cross fingers!)Jill/Sagetherapist

 

[ezpaced]

Repeat business discounts

Seforum.xxxg,You learned the hard way. Don't discount up front. If you are going to discount, do it on the fulfillment.Buy 5 up front, #6 is free... Rebate/Gift on appointment 3..whatever, so long as you don't give them anything until they do THEIR part.What I dislike about discounts, is they are hard to get away from when business is strong. Look how people complain about airfares - never mind that gas has tripled since those ridiculous days of $250 coast to coast, but people have come to expect cheap air travel.

 

[Elly]

Seforum.xxxgnant,One key to making these type of things work is to use words and reasons for your incentive program that offer benefit to your clients besides just a discount.  They need to see value beyond just a discount.  (And it needs to be valuable.) For example you could create a Massage Health Commitment Club.  Have a little flyer that explains that after talking to your clients you discovered that most of them would like to receive massage more regularly, but that life often gets in the way, and that they just forget to take care of themselves.  In order to help solve this problem you have developed your Massage Health Commitment Club. The club is a pre-paid membership for a package of massage.   The commitment is not only to pre-paying, but it is also to setup a regular standing appointment.  Or if that is not possible, then they agree to come at least once a month, or every two weeks, etc.To reward this commitment, the package of massage is discounted over full price.  I suggest having several different levels of discount based on the level of commitment.  If they want to come once a week, and prepay for a year, they deserve a bigger discount then the option for people who want to come once a month and prepay six months.  So the benefits for your clients that they can understand are:1.  A support system that helps them commit to their health.2.  A way to get massage regularly instead of letting life push them around.3.  A monetary savings on the massage they want.4.  Being pre-paid, after their massage they can just stay in a happy daze, instead of having to think about paying.  It is more relaxing.And your flyer would highlight these benefits just like that.Next develop a quick way to describe these benefits to all of your clients.    Also, set some goals for what perceneforum.xxxe of your clients you want to have signed up for your Massage Health Commitment Club.You can also support the club feeling by recognizing those clients who have joined.  You congratulate them in your newsletter.  And this section would also drive interest in what the club is from your other clients.The benefits for you are:1.  Cash up front for massage.  That is like a free no interest loan you can use to grow your business. 2.  Regular appointments.To make this work you have to have all of the systems figured out clearly, all your sales paperwork well designed, package tracking system, etc.  Your clients have to feel like it is a valuable option for them.  It will help solve some problems in their life.Let me know what you think.  Does it sound like a lot to do?Galen

 

[you are my muse...]

I do a different take on the maintenance plan. My clients pay per massage and by committing to coming on a regular basis they receive a discount.Once a month clients receive $5 off each sessionTwice a month or more receive $10 off each session.(I was thinking of adding a 3rd. level and changing the second since the clients are really liking it-give incentive to come once a week)If they cannot make an appointment during there regular time frame, they have to pay the full fee for that massage and will have to continue paying the full fee till they are back on a regular schedule. (rarely happens)The commitment is verbal and I keep track of the visits myself.  This has really increase my regular business at home.  So much that I need more hours to work there!  

 

[Guitar Guy]

Repeat business discounts

these are all great ideasI would add that on pre paids if they cxl or no show it will count as a lost vist so that way if you can't fill there spot you don't feel cheateddon't give up seforum.xxx you have a great idea it just takes a little tlc to get it right for you

 

[Just Curious!]

I also do a frequency discount for weekly, bi-weekly and tri-weekly clients ($15, $10, & $5 off).  They recieve the discount when they keep the appt.  This way if they get off schedule for whatever reason - they pay full price until they are able to get on track again.  This also helps to get people booking farther in advance - if all my appts are booked for the following week and they are on a weekly schedule - they lose out on the massage and the discount.

 

[XMS]

Repeat business discounts

here in Atlanta what i do is a combination style massage. combination of swedish, deep tissue, sports streching, and hot stones. i charge 70.00 hr for the first time. then 60hr if they get another massage every month, if they get one every two weeks its 50.00hr. im thinking of offering a 90 minute massage for the price of 75.00 to get in some new clients. most therapist here in atlanta charge 90 for this..

 

[Glitch]

I offer 10% off any prepaid package of 4 massages whether it's their first time in or if they are a repeat client.  Clients may use them at their leisure.  I even allow them to give a session to a member of their family or they may even give a session as a gift for someone as long as they advise me.  My clients really seem to appricaiate it and it has worked wonderfully for the past 4 years.  Not only have I kept repeat clients but have added many more.  The only other time I offer discounts is for new clients $5-$10 off any one massage and x-mas customer appreciation mailing for $10 off any massage good for one year.  Good luck on your decision.C.

 

[Carlii]

I am so with R&R on this one Seforum.xxxg.  Personally, I never discount regular clients except with a prepay for 5 get the last (6th) one free.  Actually, from an accounting standpoint I amortize the cost over the 6 appointments but that's another conversation.  Question for you...why do you feel you need to discount services to an existing client?  Joe E.

 

[Pompal 09.]

Repeat business discounts

Seforum.xxxg... I discount my reg reg reg clients all the time. Come 10 times and the 11th is free. re price is $50.00 and I discount them to $40.00 and still the 11th is free. It has keep them comming. But they have to show me first that they are reg clients before I even offer it to them. 2 or3 months of reg visits warrants a discount card.

 

[Colin]

This is a good thread and really shows that everyone does what works for their practice and have success with different tools.  I was very interested to hear what others are doing.  A few questions though... Happy hands, can you tell me why you discount your regular clients?  If they are coming regularly and as you say, "proved that they are going to come regularly), why would you discount to that client?  They're already coming regularly and paying your regular rate (which is super reasonable by the way).    Wouldn't the discount be better suited toward acquiring a new client?  Galen, your idea is also great but you are definitely more organized than I could ever hope to be in this lifetime.  I understand it theortically but do you do all the tracking yourself?  Do you have an assistant/receptionist?  Good for you if you don't!  I thought more about it and realized I do discount existing clients twice a year.  Gift certificate sales for Valentine's and Christmas are at a perceneforum.xxxe discount - and I do let them buy a gift certificates for themselves at that time.  Of course, they must prepay for the gc.  Happy Marketing Everyone!  Joe E.

 

[Rex]

Repeat business discounts

Well, the reason I'm wanting to discount to those that will continually come in is that I don't want them to feel "cheated for doing well." I don't want them to feel taken advaneforum.xxxe of because they can afford to come in more frequently. I'm usually running some type of special (still building, after all), so I always make sure to offer it to my existing clients first, then to new clients. When I get to the point where I no longer NEED new clients, then I'll probably cut back on the 'special of the month,' but until then I'm wanting something to really encourage clients to come in frequently.

 

[Neenee]

Joe-EKeeping track of it is not so hard.  I used massage business software, which makes it easier.  But you could also do like yoga studios do and have a kind of punch card system. Fill it out when they purchase a package, and mark them off as they go. You have to think things through at first, but once you have the system designed and working you don't have to think about it any more.Galen

 

[nat]

The discounts I offer clients are for prepaying for two, three or four hour sessions.  I tell them they must use at least one a month.  It is basically saving $5 to $10 depending on how much they prepay.  I keep track of which session is which on the appointment book.Seforum.xxxg- Perhaps I am rather trusting of people also (or have been) because I have let clients -new clients at that- leave without paying me, in good faith that they will come back with that forgotten checkbook.  And they have, thank goodness.  But when I read your post I immediately thought, "Get the money up front if your going to discount."  So it's a reminder to me as well.If they were my clients and called to reschedule their appiontments, I would just charge full price and stick to your prepaid discounts.  I don't know what they are, but do you need to tweek them so they are more appealing? This is an interesting topic.  I hadn't thought of having two separate prepaid packages...one for weekly clients and one for monthly clients....hmmmm.Joe E - I feel that massage used as preventative medicine (i.e. very regularly) can get pricey which is why I choose to offer a discount to those who want to come frequently.  I also do not want to deal with insurance and so I would like to keep my services affordable to the majority.....I would even consider a sliding scale for some people, but I don't know how to work that and also my regular rates, yet.  I am only two/three years into getting my massage career going and most of the time I am still under the mindset that even $30 an hour is better than $10 an hour working for somebody else.  I think this is another reason why I don't mind to discount or offer specials, not that I'm not worth my $55 and hour, but I'll take $45 an hour of steady prepaid work and those once in a while clients can be my gravy.  So that's where I'm at right now.

 

[BING]

Thanks everyone for the quick responses.  I'm always curious to see how others run their practices and why we make the choices we make.  Joe E.

 

[Vengeance of God]

Repeat business discounts

this reminds me of this girl who booked with us for the first time. after her massage, she asked about our discount programs. we offer buy 5, get a 6th free.so she says, "oh, so i can get today's massage free?" i say, "sure, but i need payment for the other 5."her face was  she actually thought i'd give her the appointment for free and she could call for her remaining massages at a later date.my turn to be shocked "i'm so sorry, it's a PREPAID discount"

 

[yorkielover :]]

Repeat business discounts

This is what I put in my latest newsletter (re: discounts to regulars)-By now you've heard all about the wonderful benefits of regular, therapeutic massage. You may even have tried it once or twice to reduce the ill effects of stress in your life. Let's face it the cost of quality, therapeutic bodywork is dear. It just might be the deciding factor in somebody's decision to "grin and bear it". But chronic pain, and health concerns are nothing to smile about! There are places out there that offer discounted prices; even 'massage memberships'. These pricing tiers can be tempting for a consumer on a budget. I've got a creative solution; a way for you to enjoy priceless, quality care and save a few dollars in the meantime! No memberships, no automated electronic transfers or prepaid packages that might expire before you enjoy them. Consider a standing appointment with Jill at Gilbert Bodyworks every 3 weeks, and get better-than- massage-club savings, additional benefits and no contracts! You can purchase gift certificates for the same discount, as long as you are "in standing". Standing appointments can be flexible to allow for summer vacation, etc, but for the most part, you will be on the books every 1, 2 or 3 weeks on the day & time of your choosing. If a standing appointment becomes inconvenient, or is just not right for you- no penalties, no fees, no problem! We will be happy to go back to whatever schedule (or "as needed") that worked for you in the past, while charging the regular rate. "Standing appointments help me to fill my books with regular, well-placed appointments. I can afford to pass on a savings to those who make a commitment to regular, therapeutic bodywork. Whatever type of massage session you enjoy, for whichever time frame you choose, you'll enjoy $10 OFF every massage!" -JillThis has actually paid off for me, because most of my new standings were people who came once a month or so. If you have to skip one, its so easy to go two months without seeing them. Now they get about 16 or 17 massages in a year instead of 12, and I find they are excited to use their discount on gift certificate purchases too. So far its worked very well. I still have regulars who come as needed, even quite often, but they don't receive that discount without the standing arrangement.JIll/Sagetherapist

 

[^_^]

Jill, can you describe how you introduce this to new clients...like when...on their first visit?  Do they enjoy the discount on the first visit as long as they are on your book for next time?  If they don't show (or cancel) the next appiontment, then when they do show up again you charge your regular fee and if they show up for the appointment after that, then that one is the discount?  I want to understand this better it sounds like a good idea.  Do you also extend other discounts in conjunction with this, like referral discounts?  If they cancel their standing appointment but want to reschedule for say the next week, do they keep their discount?Do you call to remind of appointments?Sorry for all the questions.  I am actually tempted to study all your posts alone for you have so many great and inexpensive ideas!Thanks, Anita

 

[HALOW]

Repeat business discounts

Jill, can you describe how you introduce this to new clients...like when...on their first visit?

No. I would promote it mostly to those who already return for more appointments. But if someone were to ask me about it at their first appt, I would be happy to set up their standings & begin to charge them the standing rate at their next appointment. 


Do they enjoy the discount on the first visit as long as they are on your book for next time?

No. Its not set up for me to get 'set up'. It would ruin the whole thing for me, frankly, if clients were able to take advaneforum.xxxe of that discount and then never follow through, etc. 


If they don't show (or cancel) the next appiontment, then when they do show up again you charge your regular fee and if they show up for the appointment after that, then that one is the discount?

To date, I haven't had one of these people  not show up. If they need to reschedule, I can be flexible, but they all understand that the discount is only given if they are 'in standing'. 


I want to understand this better it sounds like a good idea.  Do you also extend other discounts in conjunction with this, like referral discounts?

If I ever run a special (including this particular one) I always stipulate that no other discounts or coupons apply. I don't do this to deeply discount my services. Its a way for comitted regular clients to be able to afford more massage, more often, without pre-paying etc. And it clearly benefits me too. If client "A" decides to do the standing deal, even on the 3 week plan (I purposely left out 'every 4 weeks' or 'once per month'), I will probably make more revenue from that client over the course of time. 


If they cancel their standing appointment but want to reschedule for say the next week, do they keep their discount?

If they are still within the 3 weeks, or if its something we are planning around like vacations, etc, I am happy to leave it as is. If its a last minute thing, they get charged full price for that one appointment. I always ask them if I can put them back into standing when they return. I don't assume. I'm happy to see them either way.


Do you call to remind of appointments?

we have a part time receptionist. she does confirmation calls for all appointments the business day before their scheduled appt.

Anyway, that's how I do it so far. I'll probably run into a few bumps in the road. I don't mind learning & changing a bit along the way. Not everyone fits the standing type. I have a few clients that I see very regularly that don't go for it because they don't want to choose the standing day/time. That's great. I love 'em all!

Jill/Sagetherapist