Massage:

In my last post, I commented that, for the most part,  retaining clients is easier and cheaper than obtaining new ones.  In the same vein, it may also be easier and more cost-effective to reactivate clients than to recruit new ones.

Clients stop coming for massage for a variety of reasons.  For some, it’s a financial decision, especially in economic times like these.   People move or change jobs and your location is less geographically desirable.  They take on new responsibilities, and massage appointments fall off their radar. Occasionally, they stop because they’re no longer satisfied with the results they’re getting from your sessions.  I think this last reason is fairly rare, but it does happen.

Practitioners use a variety of methods for converting inactive clients back to active status.  Quarterly newsletters, postcards, and  special discounts are a few of the ways that can have positive results.

Other more personal interactions are also effective.  Sometimes a simple phone call to remind a client they’re overdue is all it takes.  I’ve done this many times over the years and am usually pleasantly surprised when the client thanks me for the call, then goes on to apologize to me (!) for  not coming in, and sets an appointment or two, or three.

Another way to be in touch with inactive clients is by sending them information that may be of special interest to them, from a newspaper, a magazine, or a website.  People appreciate it when you know their interests and care enough to pass on information that’s relevant to them.  You don’t even need to ask for the massage appointment in this kind of a communication, simply attach a note  that let’s them know you’re thinking of them.

I know you have a plethora of ideas and methods  for reactivating clients.  Care to share?

Be well,

Bob