The Massage Marketing Connection

 

Many LMT’s spend the majority of their time, energy and marketing generating new clients. They advertise market, sell, network….whatever it takes to bring new clients in the door.

 

Let me ask you a question though. How much time and energy do you put into keeping the clients you’ve got? It’s called client retention. Did you know that you spend eight times as much to gain a new client as it does to keep your existing clients/patients? In today’s economy you it’s imperative you at a minimum maintain your market share and not lose it. It’s worth your time and energy to keep the clients you’ve worked so hard to earn.

 

Here are a few customer retention basics:

 

• Provide excellent customer service. Notice I didn’t say ok customer service. Or be nice when you’re in a good mood customer service. To keep clients from leaving you, be excellent.

 

• Acknowledge clients and let them know you appreciate them. Little things like remembering their birthday or anniversary go a long way when it comes to relationship building.

 

• Smile, be happy. Make sure you’re office is a pleasant place to be. Whether you communicate with clients via email or over the phone you also need to provide a positive experience. Be pleasant to be around – and ensure your staff or assistants are pleasant too.

 

• Use client’s names often when talking to them. It personalizes the conversation and lets them know you recognize them as a person and not simply your next client.

 

• Educate and inform your clients all the time about how you are helping them.

 

• Always be looking for new ways to help your client. This can provide new avenues for your business to grow and allow you to help others in a bigger way at the same time.

 

Investing your efforts into client retention can really pay off. If you are attracting ideal clients who happily refer you to other ideal clients you need to consistently ask them how else you can help them. In what other ways can you serve them.

 

Keep in mind that most people don’t tell you they are leaving. They leave quietly. Keep your eyes open, listen, and pay attention to the small things in your business. It all makes a difference.

 

To your success!

 

Kelly Robbins

Kelly@AMarketingConnection.com

 

About the author

Author of Healthcare Copywriting Secrets Revealed and The Practice Evolution Success Kit, Kelly Robbins is a healthcare copywriter and marketing coach/consultant. She also publishes The Healthcare Marketing Connection, a free e-zine on healthcare marketing tips. Contact Kelly to receive her free report, 5 Critical Mistakes Healthcare Marketers Make that Lose Sales and Plummet Profits at www.AMarketingConnection.com or 303-460-0285.