Pushy Clients?

[Lihua Emily Bai]

Ok so, I am at a cross roads. I have a few clients that I began seeing and really catered to them in the beginning meaning that I did weekends for their first visits. Now they want a massage EVERY weekend and I told them in the beginning that I don't do weekends. I feel really bad turning them away and they seem so mad, but I thought I made myself clear from the begining, guess not. I guess my ques. is what do I do now? I don't want to loose them as clients, but I think I deserve my time with my family too! Any suggestions?

 

[LLD]

I know its too late for this, but you need to establish boundries even from the first appt. Bend the rules once, and they will expect it always. While not everyone is like this, enough are.

Could you offer some kind of compromise? Every other weekend maybe? Would Friday evening work for them?

Maybe have limited hours 2x a month on the weekend like 9-1?

 

[p2000camaro]

I know this feeling... I starting seeing 2 clients 3 years ago at a spa I worked in at 7:30 and 8:30 every other Saturday night.
When I open up my own spa I told both clients that I wouldn't be able to see them that late any more. But , I could see them Friday nights or Saturday mornings.
Guess what? I am still seeing them every other Saturday night. Once you start something like that you just can't stop. And Im not in the ready to give up these clients yet.

 

[Do You Belive]

I think you need to ask yourself which one is more important to you, these clients and whatever comes with retaining them (the money the sense of success, the referrals they bring) or is it the time with your family? Whatever your answer is, you choose that and go with it.

If you decide not to see these clients on the weekend, explain that things have changed and you can no longer accommodate weekend appointments. You don't have to explain that you'd rather have time with your family. That will allow them to make their own decision about whether that's important enough. They will respond with things like "Well, one hour away from them won't kill them." or things like that. You can just say "Circumstances have changed and I can no longer work weekends." They don't know if your husband now works weekends, leaving you with no childcare. Or if you mother is very ill and the nursing staff has the weekend off. It is none of their business.

You do have to be prepared and willing to let go of these clients and let them find someone else if the other options you have for them do not work for them.

I really don't like working Friday nights, but I made an exception for a client, not realizing that when he made an appointment, he would always want a Friday evening. He only comes once a month, thank goodness so I make the exception just for that once a month. If other people ask me for a Friday evening appointment, I tell them that I don't have Friday evening hours. If one of my regulars had an emergency of some sort, I would make an exception.

I think too many of us don't really give our boundaries a lot of thought before we start taking clients. I think we also are anxious to get appointments on the books, so we will make some exceptions in the beginning. It is very hard to get out of some of the patterns we establish that way though. I still do it myself. But, what I do now is when i find that something I thought would be just "one exception" starts becoming a pattern that I am not comfortable with, I decide on some options for the client that I am comfortable with and I offer those to the client. If it doesn't work for the client, then it's time for them to find another therapist. I want my practice to fit my needs and my lifestyle. I don't want to feel "ruled" by it and by my clients. I am the boss and I get to set the rules. If I feel like the clients are ruling and taking over, then I will begin to become unhappy in my work. When a client leaves me to see another therapist, then I realize that for one thing, the client is going to be more happy and also that will leave the room and energy in my practice for the type of client that I do want to attract.

 

[IDNSFG818]

I don't want to feel "ruled" by it and by my clients. I am the boss and I get to set the rules. If I feel like the clients are ruling and taking over, then I will begin to become unhappy in my work. When a client leaves me to see another therapist, then I realize that for one thing, the client is going to be more happy and also that will leave the room and energy in my practice for the type of client that I do want to attract.

Thanks for that KM it makes alot of sense and you are all right, I did not set the boundries I would now like to, and the suggestions are great! I will try to see them every other weekend and see how that works for him! I guess it also irks me that he call me the Sat. that he wants the massage and when tell him I can't he is irked and I asked him if he wanted to schedule next weekend, because I am will ing to do it with some notice, he was like I don't even know where I will be next weekend, so I feel bad of course but I guess I feel like I tried! I felt that that was setting a boundry and maybe he will learn that he has to call ahead of time to get the appt he wants! Thanks again guys!

 

[?Ms.LaLa?]

You just answered your own dilemma. You have tried to set a policy, and they are not able to meet with that. The next time I worked on them I would tell them that we could schedule them on a standing appointment for (whatever you are comfortable with agreeing to), or you will have to refer them out. (or not answer your phone on Saturdays! ha). They are manipulating you, and you are buying into it. Its okay to change your work availability if your circumstances need. People do it all the time. How about one of your new ploicies to set being no same day appointments on weekends or holidays? (just thinking aloud here). It gets easier; you just have to begin to assert your vision of your business.
Good luck to you!
Jill/Sagetherapist

 

[Pompal 09.]

I do agree...circumstances change. After my son was born I decided I didn't want to work weekends. That is my family time. It was difficult at first, many people tried to get me to agree to weekend appts but I said no, I don't work weekends. I do work evenings throughout the week and for the most part I am able to schedule the majority of people for weekday appts. For those I cannot accomodate I usually refer them to other practitioners.

I agree that he is manipulating you and as long as you buy into it he will continue to do it. I think the suggestion of "no same day appts" policy is a good one. I hate to say it this way but -- if you do not want to work weekends you will have to be very clear about this decision and plan on being tested many times to see if you really mean it.

 

[SusieQ]

If you do decide on the no same day appointments, don't bother saying it's a new rule - the clients don't need to know your rules for yourself. Some of them are bound to take your "rules" as a challenge. Just say you've nothing available that day.

As I've become busier, people that used to find it difficult booking more than a day or 2 in advance are now happy to book weeks in advance after they've heard "Sorry, I've nothing available this week, or next week. Tuesday of the following week is fairly open, but the rest of that week is almost booked out already...." a few times. Throw in a few "I can call you if I have a cancellation" and not call, also adds weight to it.
Make sure you aks people to rebook before they leave - "when would you like your next appointment?"

Make "appointments" for time with your family, and fit your clients around those "appointments". Clients don't need to konw that not all of your appointments are massages.

 

[Milkman]

Make "appointments" for time with your family, and fit your clients around those "appointments". Clients don't need to know that not all of your appointments are massages.

Bingo! Your clients don't need to know what your schedule book looks like -- that is your private information and frankly, it is none of their business. I don't ever let my clients view my schedule book!

One other practice I put into play when I decided not to work weekends was to have "set" appointment times. So each week I have a total of 21 appointment times available -- they are the same times each week -- I book into those slots according to what is happening in my life. This allows me total control of my schedule and appointments. I've also found people have more respect for my time because I have a consistent schedule. They know I don't take appts at other times so it prevents many discussions about whether I can be available on my days off.

Additionally, I don't book same day appts with clients I don't know and I don't take walk-ins. These are a few parameters I have set in place to assist me in keeping a decent schedule and not be overwhelmed by client demands.

 

[Matt W]

Again, these are GREAT suggestions and you are right and I will be better next time in my boundrys!! As for this guy, he's a cop in NYC and I think he is really used to people just saying yes to him that I kinda threw him for a loop! (yes!!) But I will take all your suggestions and will not make myself a slave to ANYONE!! no exceptions!! Thanks again everyone!
Love you Guys!!

 

[GBro]

One other practice I put into play when I decided not to work weekends was to have "set" appointment times. So each week I have a total of 21 appointment times available -- they are the same times each week -- I book into those slots according to what is happening in my life. This allows me total control of my schedule and appointments. I've also found people have more respect for my time because I have a consistent schedule. They know I don't take appts at other times so it prevents many discussions about whether I can be available on my days off.

This is a great tip Intuitouch and one I think that I shall be following from now on. It was always my major complaint when I worked at the salon. If you have set days/times the client is more likely to comply with your wishes, IMHO.
However, I'm finding they sometimes "counter offer" with a different time slot if it works with their schedule better. *shrug* I guess I'd rather have them do that, than for them to agree to a slot and then be late! LOL

BTW, should Intuitouch's previous post go into the "Massage Pearls" thread? Because this is a Great Issue for those setting up a practice to address ASAP.

 

[BJs4SJ]

Ahhh...Thanks maestra!!!

 

[Warren Peace]

BTW, should Intuitouch's previous post go into the "Massage Pearls" thread? Because this is a Great Issue for those setting up a practice to address ASAP.

It sure should. Add it in! Anyone can add anything there!!!!!!

 

[sirima b]

Got it! And then some...

BTW, should Intuitouch's previous post go into the "Massage Pearls" thread? Because this is a Great Issue for those setting up a practice to address ASAP.

 

[askMeSomething]

Intuitouch that is exactly what my career therapist said after I complained about not being able to manage my schedule because I never knew if a client was going to call at the last minute.

I set up Tues. Thurs. as my MT days. The other days are mine and my family's. I *might* be available Mon,Wed, Fri depending on what I've already booked into my schedule. If they ask for the weekend my answer is I'm sorry my schedule is filled, I'm available Tues. Thurs. 9-2. If and when I get more clients than I can see on those days then I'll expand my schedule.

Weekends are sacred when you have a family.