selling yourself

[Isis Grace]

What do you say or do to ensure a new client will come to you for the first time or come back to you for a second, third, etc.. massage? How do you present yourself? How do you find ways to relate to the potential client? What are your secrets?

 

[Bizzi]

Welcome! I see you are a fellow NDakotan! Where?

You can't really do anything to ensure someone will come back to you. There are a hundred different reasons a client will, or will not, choose to come back to you.

All you can do is offer your very best. Give the best massage you can give, offer excellent customer service, have professional atmosphere/appearance/attitude, and smile.

Be knowlegable. Be positive. Be confident. Thats all I can say.

How much time have you taken to browse this site and all it has to offer? I can bet you that there is a question asked and answers given for just about anything you can think of around here. This site has SO much information, I really encourage you to take a few hours to read current and back posts.

 

[Cord]

I'm originally from Bismarck..

I've spent numerous hours researching though I thank you for the suggestion. And I definitely agree this site has loads to offer, I'm very grateful for its presence on the net.

I guess I'm just curious about what people say when a massage is over.. I mean.. I'm sure it's the usual, "drink plenty of water.." "call me if you have any concerns.." "I'll be calling to check up on you.."

But the whole idea of selling yourself is tough to me. And I'm really not sure why I have a problem with it.. I know I definitely have the ability to easily take things personal, but at the same time I'm just really curious about what other MTs do to build a solid clientele. The marketing aspect with paper printouts/pamphlets/newsletters is not helpful to me as I'm currently working in a spa.. I just want to know what I can do to better myself and build a solid, solid clientele at this new place. The last job I had I ended up burning myself out motivationally but that was moreso because I had an owner who was an absolute idiot as well as jerk. I just don't want to mess this up..

Any advice is gratefully appreciated. I already know I'm really good at what I do. My hands, my work, the outcome shows it.. I just want to make sure I don't lose possible clients because of something I should have said.

 

[golden sindy]

Hand them a bottle of water, smile, look them in the eye, shake their hand and tell them it was a pleasure to meet them. You could throw in a "I look forward to seeing you again!" Most importantly, thank them for coming in. I think it's one of the simplest ways you can show someone that you are genuine-just by saying "thanks so much for coming in today".

and if the spa you work at doesn't give out water, buy some and keep your own personal stash. give one to every client you see. it will cost you a little extra but the return is totally priceless.

 

[?LFC? ?Torres Torres?]

okay.. so no one is ever.. not necessarily pushy, but.. shoot what is the word I'm looking for.. do you ever say.. "let's go ahead and get you another appointment set so we can work more on these areas of tension you're still carrying.. " or something to that order..

Do any of you work with lotions and oils that are available for purchase?
How do you go about getting a soft sale?

I guess I'm just really curious how others are doing it because massage therapy is a lot about selling yourself and stating how you are different from other MTs..

When you're out shopping or running errands do you ever get potential clients? How do you do it?

LOL Sorry for all the questions.. I just am really curious what everyone else is doing...

 

[toad]

Ah, I see now what you were asking. When they come out (as mentioned above) have a bottle or cup of water, smile and ask how they feel. I go over a little bit about what I did during the massage "I think those stretches worked really well for you today" or "I felt a really great release when I was working ____" or something like that. I mention that best results are achieved after a series of massages, one every 6-8 weeks is recommended for basic care. If I feel its needed I tell them I would like to see them again in ___ weeks, then I ask if they would like to book ahead for their next session. Thats my schpeel, and its worked so far.

 

[i love makeup<3]

excellent!! That's EXACTLY what I was looking for.. because I've noticed through receiving massages myself and working with other MTs that the majority are very passive and just hope that the client will call again to schedule a massage.. I want to be more assertive.. I had an 88% return rate at my last job and I want to shoot for 90-95% with this new one.. I know.. high hopes, but goals are important to have and to shoot for..

Thanks again sweetie!!

 

[super winky]

yes but return rate doesn't necessarily mean they have to reschedule on the spot. i have a lot of clients who never make appointments when they leave. their schedules are too crazy. but my return rate is somewhere around 92% (haven't looked lately). there are certain clients i'll ask to reshedule and others i don't bother. sometimes it's how you read people. i would certainly not say that i'm passive at all. but i'd also so that i'm not assertive. i'm confident enough in what i do without being annoying. sometimes i find the way therapists (or anyone in similar fields) tell you to reschedule a bit obnoxious. of course everyone is different but it's just not my personality to be like this. i'm not saying it makes you any more or less successful....people are just all different.

btw, if you're return rate is at 88% why are you so concerned with how you come across to your clients or selling yourself to them? seems like you don't have any trouble at all. personally, i feel that i don't have to sell myself. my work/massage/personality sells me. i figure they'll come back if they like it. if not, they'll find someone else who suits them better.

 

[Carmen]

I always have my book ready when they come out of the massage treatment room. I hand them a bottle of water & ask if we should look for their next appointment now or would you rather get back to me? If I have met them for the first time (example: its a gift certificate client), I tell them that it was great meeting them & if they'd like to book another appointment we can do that as now, after appointments, or via phone or email. I make sure they have my card & give them my little hydration schpiel. Right now (pre-holiday time) is the perfect time to get in the practice of asking for rebooks. As with hairdressers, clients should make their next one or two appointments, so I can set that time aside just for them. The holidays become a different pace entirely, and I would hate to not have 'room at the inn' for anyone.

Jill/sagetherapist

 

[Jiraiya]

sagetherapist.. you're very right with the christmas season coming up.. it'ds definitely going to be crazy.. but I love it..

 

[spider]

What works for me:

When they come out to the front desk I usually ask them how they are feeling. They respond with a somewhat noodled look and say, "Very Relaxed". I laugh and say "Well then, the session was a success!!" They laugh too.

For new clients I have started giving out folders that include a welcome letter which discusses how to extend the benefits of the session, info on my biz. policies, info on me, info on stretches w/copies of stretches for neck, shoulders, back, hips, legs and computer/desk, a brochure about my packages and programs, a magnet, tips on ergonomic set-ups for their work station and a relaxation exercise. I open the folder and go over what is in it with the client. I am specific and pull things up and out of the folder as I'm discussing them. For instance, on the welcome letter I discuss the use of heat and ice and epsom salt soaking. I pull the letter out enough so I can point to it while they are watching. I do the same with my brochure, pull it out, open it up and point to my two best selling packages/programs then give a brief overview on them.

Then as I'm repackaging the contents of the folder I ask: "Would you like to book another appointment now or call me when you are ready?" This gives them the option to rebook then or call me for another appointment.

If they are ready to rebook I pull out my appt book and make the appointment. I am very specific about giving them my biz card with the day, date and time of their appt written on the card and hand it to them. I've already covered my cancellation policy when I booked their first appt but I might revisit it if I think it is necessary.

If they say they will call, I smile, hand them a card and remind them that appointments book up quite quickly and to please not wait to long.

I then go around the front desk, shake their hand while looking them in the eyes and sincerely thank them for coming in and that I enjoyed meeting them.

 

[ilovemybestfriends]

The number one reasons that people do not return to a place of business is..... They were never asked. This has been universal in every business class I have ever taken. Your clients/patients are coming to you because they believe you are the expert in your field and you are able to solve a problem for them (ie, reduce their stress, reduce their pain) If you were to say "give me a call when you are ready to see me again." You just gave away your expertise to them. Instead say something like, "I would like to see you again in (XX days, XX weeks, next month, etc), we can schedule that for you now, or you can call me when you know your schedule." You have just taken the guess work out of it for them. Most will schedule on the spot, some will have to get back to you. But, you have retained your expertise and the client/patient does not have to guess when, or if, you want to see them again.

We talk about educating the public about what we do. But, once they come in is the education process over? Are they now experts on how long the benefits will last, or the signs of stress? I feel we need to continue to educate well into the cycle of massage treatments/sessions. People will get to know the signs, but until then it is up to each of us to help them.

If you believe in what it is you do, you are not selling it, you are educating and helping them. Help as many people as you can. They will come back and thank you.

 

[Alelvehes]

I think Intuitouch's New Client folder is an amazing idea, extrememly professional and gets all of your information in their hands. No real point to this post...just wanted to give Intuitouch some kudos.

 

[Elizabeth B]

selling yourself

All great responses here!!! I try to set up my retail with products I can use during session and revisit after completion. There are wonderful lotions, biofreeze, tiger balm, thera canes that can all be either used or talked about during session or after session. After session I ask how they feel and revisit the lotion I used on their face or the bio freeze that eases the discomfort and ask if they would like to purchase one today. I always ask clients if they would like to reschedule today. Many do. If they don't I let them know if they have a favorite time or day to call as soon as they know because my dates fill up quickly. Saying all this while smiling, looking straight in the eye, giving water bottle and wishing them a safe ride home!

 

[liveyourlife]

Thanks Dori!! I find it is very helpful for new clients.

 

[Patrick D]

The number one reasons that people do not return to a place of business is..... They were never asked.

This is HUGE and very true!!! If you aren't asking them for their return business you are essentially telling them they aren't important to you AND you are letting "easy" business slide through your fingers. It is so much easier to retain a client you've worked on then it is to continue to find new clients to replace them.

There is a 80/20 rule in business that says you will get 80% of your business from 20% of your client base. It is extremely important to stay in contact with the people who are already familiar with your skills and like them.

Your clients/patients are coming to you because they believe you are the expert in your field and you are able to solve a problem for them (ie, reduce their stress, reduce their pain) If you were to say "give me a call when you are ready to see me again." You just gave away your expertise to them.

I preface this statement inside asking them to rebook. It works for me and I am comfortable with it. It also makes a difference as to what the client came to see me for as to whether I'm comfortable telling them that I "expect" to see them again within a specific timeframe...which is when I would use Big Dog's statement

Instead say something like, "I would like to see you again in (XX days, XX weeks, next month, etc), we can schedule that for you now, or you can call me when you know your schedule."

Most people haven't any idea how often to come to get the true benefit from massage. I believe weekly massage offers the best benefit. I also know there is a small portion of the population whose schedule will allow for this -- so while I explain how it is beneficial -- I also acknowledge their schedule restraints and offer them ways to work around them while still recieving the most benefit from regular work. That is where my packages and programs come in (Masthera's maintenance plans) which demonstrates my commitment to their health.

I encourage all practitioners to ask their regular clients for feedback about why they come to you. You may think you know but it is always a good idea to ask them. This very basic information can help you when talking with new clients and answering their questions so they will rebook their appt before they leave.

 

[Mariah]

Ah, I see now what you were asking. When they come out (as mentioned above) have a bottle or cup of water, smile and ask how they feel. I go over a little bit about what I did during the massage "I think those stretches worked really well for you today" or "I felt a really great release when I was working ____" or something like that. I mention that best results are achieved after a series of massages, one every 6-8 weeks is recommended for basic care. If I feel its needed I tell them I would like to see them again in ___ weeks, then I ask if they would like to book ahead for their next session. Thats my schpeel, and its worked so far.

that is pretty much what i was gonna say.

If you can get them on the schedule before they walk out the door, they are a alot more likely to come back.

 

[Purple Drank Forever]

Selling yourself must be tough, and I can only comment through a client's point of view. One of the main goals of the 1st appointment should be trying to make the client feel comfortable by establishing lines of communication. It's enough of a struggle to get used to a stranger massaging you, but if they feel like they can't verbally communicate with you or vice versa, they won't come back. One recent appointment I had the MT broke the ice by commenting on my Philadelphia Eagles jacket and how she was a dreaded Dallas Cowboys fan. Small thing, but I instantly felt more comfortable with her joking around about the Eagles. If I feel like I am being interrogated by the MT too strongly in almost a distrustful way, it would cause me not to come back.

It's a tough line to draw, because you don't want to appear desperate for clients, like you have no one in your appointment book. On the other hand, you have to show somehow that you really want their business, without being desperate. I prefer not to be asked about another appointment right away but rather, to receive a postcard in the mail saying how nice it was to meet me and that the MT would enjoy having me back for another massage appointment...or something of that nature. Being too aggressive can make it seem like you are too much about the $$$$ and point clients away.

I also agree, that upon leaving, you should give them a firm hand shake, look them in the eye, and appear friendly. You want to give clients a good lasting impression. You don't want it to seem like the hour was up and you couldn't wait to shove them out the door.

 

[Zaylenn]

Hand them a bottle of water, smile, look them in the eye, shake their
and if the spa you work at doesn't give out water, buy some and keep your own personal stash. give one to every client you see. it will cost you a little extra but the return is totally priceless.

I agree,,,and you can even buy the mini bottles(what are they half pints maybe??).


Robyn