How do you book a follow-up appt. w/a client?

[xOxSnowXAngelxOx]

What is the best and most tactful way to ask your client if they want to make a following appointment with you?  I usually forget to ask my client's as they are leaving, and I don't want to seem too pushy.Please share what has worked for you. neomassage

 

[Zarquon The Great]

I have been trying to establish this habit also.  Unfortunately, many of my clients have erratic schedules and don't seem to be easy to commit.  I attribute this to the fact that they have gotten used to calling whenever they feel like getting a massage.   Had I begun booking return appointments early on, they might be more in the habit of coming in regularly.In Success Beyond Work, the author suggests at the point when you are taking the money at the end of the massage, simply ask, "So, what date would you like to schedule your next appointment?".  If you are trying to train a long term client whom you've never asked this question, it gets a bit trickier.  You might have to entice them another way.  I am not certain I know what I am going to do about that yet.

 

[Acorn]

That's what I do...at the end of each session, I sit down with my client, give them a bottle of water, ask them how they're feeling etc, and with my Palm Pilot open I ask them "When would you like to come back?"  I would say 95% of the time, they rebook right then.  If they do not, I make a note in my Palm 2-3 weeks out to call them to see how they are and to ask them to book.  In my experience, clients don't think this is pushy at all...they appreciate that you went out of your way to call them.  Also, if someone has decided not to come back, this is an opportunity for you to talk to them and find out why. Most of the time, when someone doesn't rebook, we just assume that it has something to do with the quality of our work, when in reality it can be any number of factors.As for those long-time clients who are used to calling and getting in at a moment's notice...spring and summer tend to be busier for me than fall and winter.  When spring starts, I tell my clients (the ones who don't like to make their appts in advance which, thankfully, I've pretty much all trained against that!) that my book is starting to get pretty busy so we should probably book their next appt now because I would hate to have to make them wait 2 weeks when they call to get in next time.  Hope that helps!

 

[Rey]

How do you book a follow-up appt. w/a client?

>>As for those long-time clients who are used to calling and getting in at a moment's notice...spring and summer tend to be busier for me than fall and winter.

 

[sidekickhero]

How do you book a follow-up appt. w/a client?

I agree with all the posts above. If you don't ask for a follow up appointment, more than likely they will find someone that will.Even on Bodyworkbiz.com's site, Eric has a section on rebooking in one of the chair massage classes. He asks you to memorize," When would you like to rebook your next session?" It's not pushy for you to make sure they keep up with staying healthy. Notice when you go to get your hair done, or go to the Dr's office, they ask you to make a follow up appointment. They aren't trying to be pushy, they want you to feel wanted.Change the way you feel about asking the question. You're not trying to be pushy, you are truly interested in the health and welfare of your client, new or repeat.Hope that helps!

 

[Diana]

Thank's for all the helpful info.  It's good to get a Therapists point of view.  I'm planning to start asking client's to sched. in advance.  neomassage

 

[Pompal 09.]

I have noticed that since I have a full schedule I have no problem getting people to rebook.  At the end of the session I open my book and say "I have a 2pm on next tues or a 5pm the following weds"  Clients jump at the chance to get back on the books.  I have clients tell me the reason they never rebooked was I never asked.  Our clients look at us as experts and want us to tell them what to do.  I give them a couple of chances (notice one in a week, one in two weeks, etc)  That way they can decide, if it is financial reasons.    Just ask and you will be surprised with their response.

 

[mtmt]

How do you book a follow-up appt. w/a client?

Here is an article that I am going to print, and put in my "Homework & Professional Development" book.

Mistakes That Hold People Back from Promoting Themselves
http://www.businessknowhow.com/marketing/holdback.htm

I read this, and see myself in some or all of the items listed from one time to another. It's helped me create my own personal "cheering section", so that if I ever feel down about slow sales, I have resources to help me think about how to get more, and keep the ones I have.

Talk to ya soon!

 

[Wolfy Trax]

How do you book a follow-up appt. w/a client?

Hi.   Well, I am not one to be pushy when it comes to clients, so what works for me, is:After the session, the client gets a bottle of water.  We chit chat to make sure they feel ok, don't have any questions, and if there is anything they may need worked on when they return (if the conversations leans that way), and about 95% of the time, I say:"Would you like to make another appointment, or just call when you'd like to come in?"  95% of that one small question, becomes a "re-book".  The client leaves happy and we've been able to help another person!  I prefer to do it this way, because the client has the opportunity to say no without feeling like they may be turning you down.  Personal thing regarding that last comment.

 

[Desert Flame]

Hi,On the first appointment, after the health form, initial consultation, and assessment are complete, the client and I discuss a treatment plan which would include discussion of the number, length, and frequency of treatment sessions for best results with this clients particular condition.  Then they have all of the information up front.  Before the client leaves, I say something like, "I really think you would benefit from some more work on these areas...let's schedule you in again at the end of the week."  or "...before you condition worsens."  or "...to get the best results" and "... then once your condition improves we can slow it down to a maintenance/preventative treatment to maintain these results and prevent your condition from reverting to its previous state." If the client is not commited to this, then I don't push.  I leave it open for them to call to rebook.  When they want more relief, they'll call!

 

[im a guy everyone]

I have gotten to know my regular clients, and what their schedule for massage consists of.  With that being said I will ask them, so you want me to go ahead and put you down for 2 weeks from now?  Or a month from now?  What ever the case is.  If it is a new client, I ALWAYS ask if they would like me to put them in on my schedule, and I always get a yes.  The only time I don't get a yes is 1.  if they live out of town  2.  they don't have their calender with them, but then they call asap.  One thing that I have learned over time is that we as therapists have to "nurture our existing client base"  One way I do this is by offering a "pre-book discount"  If my client books their appt. 2 weeks in advance (whether they called to book it or they booked right after their session) and they show up for the appt they receive a 15% discount.  The clients love this because they feel taken care of, and special and it encourages them to make regular appts.  I also offer the same discount as a referal program, refer a friend receive 15% off your  next appt.  Only one discount applies per session.  This has helped me and I hope it will also help some of you too!

 

[Ray E]

I always ask at the end of the session, as they're paying and I'm handing them a water bottle, if they'd like to go ahead and schedule their next appointment.  The first few times, it felt a little pushy but after a few good reactions I got comfortable with doing it.My regular clients have to come to expect that and often have a date and time in mind already.  One time we got sidetracked with another conversation and I forgot to ask.  When I finally remembered and asked, my client said she was beginning to worry that I didn't want her to come back!I haven't quite gotten comfortable yet with making recommendations about when clients should return or how often, unless they've specifically asked.  I consciously know that some guidance in this area would help them to really feel better (rather than waiting until their pain is unbearable each time) but it's still feeling pushy for me.  Great suggestions on how to do this, CanadianRMT.

 

[Eliza The Animal Lover!!]

Another little thing I say sometimes before the client leaves is, "I'm booking for August (2 weeks or more away)...would you like me to book something for you now before my schedule is filled?"  Also, re: frequency of appointments:  I find that the clients themselves will ask about this.  This is the perfect opportunity to go into my little speil about how often they should come in.  I explain that these injuries to your soft tissues didn't happen overnight; months or even years of repetitive strain is damaging over time and therefore it takes some time to undo.  I usually recommend a series of treatments right off the bat to get a handle on your condition.  It's best not to wait too long between appointments in the beginning otherwise, your results will not be maintained.  2-3 tx's per week times ~3 weeks is optimal.  Once your condition improves (decreased pain, increased range of motion, etc.) then we can slow it down to a maintenance/preventative treatment schedule that suits you:  1tx/wk X 2wks, then 1tx/2wks X 1mo, then 1tx/mo and as needed after that.  These are just general guidelines and they depend on the specific condition, the clients response to treatment, financial ability, etc.  

 

[magicbird]

Thank's again for your many wonderful idea's!  I am feeling much more comfortable in asking about re-scheduling appointments.  I guess everyone's approach is a little different according to their personality.  I am some what shy, especially if it is a new client.  But I relize that I am the one who should bring up the topic of scheduling, and if I don't, I'm the one who misses out on their regular business. ;D

 

[wella]

A lot of times new clients ask how often they should have massage.  If they don't, I'll let them know what I felt during the massage and make a recommendation.  I ask them "Can I help you make an appointment while I've got you here, or would you rather call when you've had a chance to look at your schedule?"Every time a client comes in whether I see them often or not, I make it a point to say that I'm happy to see them.  I ask about their health conditions, family, job, etc. so I can connect with them and let them know I care before the massage begins.  Afterwards I tell them again how glad I am that they came to see me.  Positive reinforcement - It's amazing how well that works!  I seem to get a lot of hugs too...I'm big on cards too...birthdays, get well, new babies,homes, etc...  Hallmark has an idea for everything and it's a lot more personal than a cheap reminder postcard every few months.  Katykangaroo