Follow up phone calls

[HEY]

As I've been working at building a clientelle at the health club I'm working at, I've been making more effort to check back with clients within the week after their appointments, to see how they're doing and if they'd like to book another appointment etc. I'm running into some difficulty though, and I'm not sure how to handle it.

First off, I know I'm not cold calling these people, but I hate the "selling" aspect of calling someone and asking them about making another appointment. I'm personally not hot on getting phone calls like that myself, and prefer to make the call when I'm ready. In this case though, my boss is leaning on us to make sure we're calling our clients, as well as clients who haven't been in recently and trying to get them back in.

Anyway, the massage department doesn't have it's own phone line/extension, so we have to borrow other peoples phones to call out of the building. This means that if I can't get someone directly, I have to leave a message... which is again awkward because the best I can do is leave them the front desk number to call and book an appointment, vs being able to have them reach me directly and find out why I called. I also feel funny about leaving messages, and knowing how much/what to say. Client confidentiality and all, I'm not sure who else might hear a message before it gets to the client. A coworker had a problem once calling on a male client, and his wife answered the phone. Apparently he hadn't mentioned the massage to her, and now my coworker found herself in an awkward situation - trying to protect her clients confidentiality while not digging a bigger hole for him with his suspicious wife.

Any advice on client follow up?

Thanks .

 

[blizz123]

I have called some clients in the past, particularly when I had not heard from them in a while. But I never asked them to come back in, I honestly wanted to hear about their wellbeing. Mostly it was for clients who came for particular reasons and I wasn't really helping them, they might have faced surgery, etc. so I was calling to find out how it went and whatnot.

Are you required to call people? I would just flat out refuse!! I send all my clients a thank you card after their first visit and then I leave them alone unless they signed up for my email newsletter. Especially clients who have no interest in coming for regular appointments, or who never were regulars. How crazy! I'd hate to be called to come back in for a massage!! Send them a post card for crying out loud, especially if they can't call back and speak with you directly.

Why aren't they rebooking after the massage appointment to begin with? As for the S.O. "finding out" about the massage appointment....I don't want clients who have to keep their massage appointments secret from their partners. I require everyone to provide contact info and emergency contact info. If they are keeping touch therapy a secret then it seems creepy to me, like they've got other ideas for coming and I don't want them. And if their spouses don't trust them enough to get a massage, then I still don't want them. My job is not a secretive job. This is not the idea of confidentiality...to keep a secret from a spouse. However, I do not say what sessions are like, what is said, etc. but that so and so has an appointment??!! Give me a break!

Honestly, I would not like to call people either, and I'd refuse to do so.

 

[BabeHeart]

I will ask clients if they would like me to call in a few days to see how they are feeling. If they say yes, I call. If they say no, or seem unconcerned, I do not. I don't try to sell them another massage on the call- that just seems like a pressure sale to me, and I don't want to put my clients in that position.

Postcards are great- more tangible, and they don't put anyone on the spot.

You could, of course, cite client confidentiallity if you don't agree with calling. Or you could ask for a separate phone line for the MT dept.

 

[TheDominatorOfCheese]

Are you an IC or an employee? If you are an IC you don't have to do a thing. If you are an employee, it's time to lay out to them what does and doesn't work for getting them repeat business, and to at least get your own desk.

 

[magnumgirl]

If they are keeping touch therapy a secret then it seems creepy to me, like they've got other ideas for coming and I don't want them. And if their spouses don't trust them enough to get a massage, then I still don't want them. My job is not a secretive job. This is not the idea of confidentiality...to keep a secret from a spouse. However, I do not say what sessions are like, what is said, etc. but that so and so has an appointment??!! Give me a break!

lol

Reminds me of a client I had a year ago. He was adament he not get anything in the mail and I should never call. He liked that I was the only one who answered the phone (not the case now though). I swore he looked like a doctor from ER... even spoke like him. I like to think of him as my "secret agent client."

Before we got started, he asked to look at my hands. He took my hands, flipped them around, looked at my nails, and said, "Oh yeah, you can give a good massage." I almost started laughing, but was able to stifle it. The way he flipped my hands around to look at my nails you would think I wasnt attached to them. :shock:

Anyway, he only came in one time and called for a short notice appointment a month later. If he has called since I have no idea as I dont answer the phone much any more.

 

[Bye Bye]

Perhaps, after the massage, you can say "I'll give you a follow-up call in a few days to see how you're doing." If they have an objection to the call, they can say something at that point.

If they are not there when you call, you can leave a message like "Hello, this is Suzie, the Massage Therapist from the gym. I just wanted to give a follow-up call and see how that lower back is doing now that it's a few days after the massage. I hope you are still feeling some relief. Please feel free to give a call to the front desk if you'd like to book another appointment."

If you actually get the client on the phone, you can ask how they are feeling and then discuss any further concerns. Of course, if they are feeling better, but not 100%, this is an excellent opportunity to explain how they will most likely need several appointments to get back to feeling normal again and then you can just say "Please let me know when you're ready for another appointment." Some people are just not comfortable making the "hard sell" and you shouldn't be forced to do it. The client will pick up on that right away. You are likely to get a lot more response by keeping it very casual if that is what you are comfortable with.

I don't know that I'd call each and every time after a client had come in though. This could get to be annoying.

If the client has not made the appointment before leaving, and indicated that they'd likely be coming back, or the problem they are having requires that they come back, then there is nothing wrong with a follow up phone call. I think you might be surprised at how many people will be glad that you called them. A lot of people will just not get around to it if they count on themselves to do it. For as we all know, most of us put ourselves last on the "to do list".

It is much easier to try to get the next appointment made before they leave the building though.

 

[Tabitha H]

AKB wrote

I don't want clients who have to keep their massage appointments secret from their partners. I require everyone to provide contact info and emergency contact info. If they are keeping touch therapy a secret then it seems creepy to me, like they've got other ideas for coming and I don't want them. And if their spouses don't trust them enough to get a massage, then I still don't want them. My job is not a secretive job. This is not the idea of confidentiality...to keep a secret from a spouse.

I recall from my ethics course that client confidentiality includes not revealing to a spouse/partner that their spouse/partner had a massage or bodywork appointment with you. There are times when this seems unavoidable. But just because someone doesn't want their partner to know you are their massage therapist does not mean it's creepy. You have no idea what their relationship is at the current time. Was the husband thinking of buying his wife a gift certificate and wanted to try you out first? Are they in the beginning seforum.xxxes of divorce proceedings and an angry spouse is looking for every possible avenue to attack? Does your client have a controlling or abusive partner? Is the client receiving work because, unbeknownst to you, he/she is undergoing excessive stress or health problems and doesn't want to worry their partner? Are they having financial disagreements of which you have no business being in the middle of?

I have a very good marriage, but there have been times that things were rocky. I generally give 12-20+ massages a week. I probably only receive massage once every three months or so, though I feel I need it much more often. On one occasion, a massage clinic called and left a message with my husband. They wanted to know if I could change a massage appointment I had scheduled for myself. When I got home from a long day, my husband delivered the message to me. He was ticked that I was spending the money to get a massage. I was ticked that the clinic, in my opinion, breached my right of confidentiality. I needed that massage. I give my husband and children regular massages. Is once every three months or so too often to provide myself with some care?

Whether or not you think it is necessary for partners to tell each other everything they do, it's not your job to provide judgement of them. We are massage therapists, not marriage therapists. And our job is to be present with our clients and to provide them with the best massage or bodywork we know how. Not to judge them. And not to break confidentiality, unless legally and ethically required to do so (ie, court cases, working with a physician, working with minors, etc.).


JaeMarie wrote

Any advice on client follow up?

For the reasons mentioned above, I'd recommend caution when doing follow up especially when it comes to leaving a message. I also agree with other responses to this post in that I wouldn't appreciate a massage therapist calling me to try and get me to schedule again. I wouldn't mind a follow up phone call just to check to make sure I'm doing okay after recently having a massage. And if they added how much they enjoyed getting acquainted with me (or something to that effect) and welcomed me to call them anytime if they felt like they needed additional work done, that would leave me with a warm feeling.

 

[humblepie]

If so many people are against calling clients, I imagine you shudder at the thought of calling to remind clients of their appointments too. I do call to remind clients, and I know there are quite a few others on the board who do as well.

I have no intention of stopping either. I cant begin to tell you how much it has stopped no shows. I hear on a weekly basis, "Oh, I am so glad you called! I forgot about my appointment!" Or "I thought my appointment was yesterday!" or "I thought my appointment was the next day!"

I do tell my clients before they leave we will give them a reminder call, but then they probably already know that because they got the reminder for that first appointment if they booked their first appointment out more than 2 days.

 

[Abby]

I recall from my ethics course that client confidentiality includes not revealing to a spouse/partner that their spouse/partner had a massage or bodywork appointment with you. There are times when this seems unavoidable.

Saying something is unethical but also unavoidable doesn't make sense to me.

But just because someone doesn't want their partner to know you are their massage therapist does not mean it's creepy.

Yes, to me it is creepy. I have a business to run and I run it a certain way, having to keep appointments shrouded in secrecy is creepy to me.

I have a very good marriage, but there have been times that things were rocky. I generally give 12-20+ massages a week. I probably only receive massage once every three months or so, though I feel I need it much more often. On one occasion, a massage clinic called and left a message with my husband. They wanted to know if I could change a massage appointment I had scheduled for myself. When I got home from a long day, my husband delivered the message to me. He was ticked that I was spending the money to get a massage. I was ticked that the clinic, in my opinion, breached my right of confidentiality. I needed that massage. I give my husband and children regular massages. Is once every three months or so too often to provide myself with some care?

It sounds to me that the massage clinic was trying to run a business and manage some appointments. You probably would not have been 'ticked' if your husband had no problem with you spending money on massage. Why get upset with the clinic when the real problem was between you and your husband.

 

[Paco]

Sometimes, but rarely (~3-5 times per year) I'll call someone to see how they are doing after a session. This is usually done because it was a complicated care or there was a real reason for follow up.

In my comment about a "real" reason (above), is when I need to know how the client is doing in order to know what to recommend to them for follow up treatment (especially in the event I need to come back into the office on one of my days off to see them). Let's say they came in Sat. and need me before Wednesday / I like to get a good feel of how to plan my week-end in order to fit them into the schedule if they absolutely need to come back. Again, this is rare, but on occasion it happens - especially with serious lower back problems.

Please note "real" does not mean any other reason, for another person to contact someone, can't be something else, or isn't valid. I am just talking situational concepts for how I usually work.

I don't make reminder calls. I don't have the time to look after and remind people of their schedules. Again, rarely (3-5 times per year), I may do this in the even of an elderly client who needs the help or for a very busy client who will have a crazy week and even the blackberry won't be enough (as it may or may not be with them) -- but other than that, I expect the clients to remember their appointments and they do. I get very few no-shows and very few "Oh, I forgot!" 's).

I think reminder calls are a nice thing if you have the time to do it, and/or want to facilitate the client not taking the responsibility of remembering on their own. I know I have forgotten a few appointments over the years and that reminder call would have been nice. But overall, I just don't find in necessary for our office.

 

[Big Hard Hammer]

Postcards are great- more tangible, and they don't put anyone on the spot.

I have sent lots of "thank you" cards and post cards to clients, but I am uncomfortable making follow-up phone calls, especially since I would be very uncomfortable myself receiving such a call.

 

[Candace]

Post cards....

I gave up on sending out thank you post cards about a year ago. It was one thing I always loathed to do. I would save up a couple weeks worth and get them all done at once. Finally, I just decided to stop and it doesnt seem to make a difference in having clients come back.

I send out a newsletter a few times a year as well as send out post cards for specials around the holidays. It is about time I sent out another newsletter...

 

[Pompal 09.]

I follow up after particular tough sessions with an email to see how my client is doing. I don't ask them to rebook - I simply ask how they are feeling and let them know to feel free to contact me if they have any questions or concerns.
I also use email for reminders. I hardly ever call clients, and never to ask them to book.
If I can tell they enjoyed their session, I ask them if they would like to rebook at that time, or if they would prefer to just give me a call or email when they are ready to schedule. This way, they don't feel "obligated" to rebook (I don't like being put on the spot like this myself). but many times, clients will want to rebook, but may be so out of it after their massage that they simply don't think of it. so I do think it is valuable to offer them to rebook, and I like doing it in a non-pushy way (giving them the option to call later).
I find that the less attached I am to whether or not they rebook, the more my book fills up. If I'm desperate for clients and really wanting them to rebook, it's as if they can pick up on this and it scares them off, lol. Could just be my imagination, I don't know!

 

[Patrick]

I agree stonegirl. I dont ask all the time, probably about 90% of the time. I am pretty good at reading clients and know who will come back and about how often. If I think someone has practically no chance of saying yes to rebooking, I dont ask. If I am unsure or I think they will say yes, I ask them if they would like to rebook now or call when they want to come back. If they do not rebook right away, I tell them I book up quickly and they should take that into concideration. Sometimes this fact in itself will get clients who would rather call to book right away.

 

[Peter B]

Why get upset with the clinic when the real problem was between you and your husband.

Yes, there was a problem between husband and wife, which she copped to. Regardless of an MT's personal feelings of whether keeping confidentiality is a hassle or "creepy," the law seems to require us to do so. I don't know if just not wanting to or saying "I have a business to run" is enough of a good reason to toss out following that law -- especially when it's a client's preference. Of course you're right, you can run your business any way you choose -- and get rid of clients whose life circumstances tick you off, which is what this sounds like.


ETA: Well, now I don't know. Basic ethics classes cover client confidentiality -- but then slightly more advanced ethics classes tell us that having to keep a secret for a client is a big red flag (and I agree with that). Plus, the more I think about it, that whole "mandatory confidentiality" thing based on HIPAA only applies to people who file electronic claims (based on current interpretations of the law), so . . .

Yeah, a client might not want their household phoned. Maybe the cleanest way to deal with that would be to have them specify that on an intake form -- but only if they provide a valid e-mail as a substitute.

I am letting this take up way too much of my time, especially since it's off topic anyway! :

 

[johnno]

Post cards....

I gave up on sending out thank you post cards about a year ago. It was one thing I always loathed to do. I would save up a couple weeks worth and get them all done at once. Finally, I just decided to stop and it doesnt seem to make a difference in having clients come back.

I've actually had a lot of very positive responses to my postcards. I always seem to get carried away buying postcards when I'm on vacation and since I usually don't end up sending most of them I have ended up lots of nice picture postcards leftover from vacations I've taken. Some clients have liked my postcards so much they call me to book their next appointment almost immediately after they receive them. t004

 

[Fish Lover]

Regardless of an MT's personal feelings of whether keeping confidentiality is a hassle or "creepy," the law seems to require us to do so.

I don't see where the law states that we can not make calls regarding an appointment time....a reminder of, an adjustment to, or a missed appointment. Research I've done does not include an appointment time as Personal Health Information. And unless a client has specified NOT to leave a message, it's a fair and ethical practice so long as personal health info is not revealed. "This message is to confirm your appointment...or change your appointment time...to let you know you missed your appointment" is not revealing personal health information.

Of course you're right, you can run your business any way you choose -- and get rid of clients whose life circumstances tick you off, which is what this sounds like.

Are you directing this at me personally? I don't even get why this is rubbing people the wrong way. Is it my choice of the word "creepy" that is so offensive? Okay how about "uneasy"? Is that more palatable? It makes me uneasy to keep a simple massage appointment shrouded in secrecy. It makes me uncomfortable as a business person to have to keep a secret as simple as an appointment. It makes me feel like I am drawn into the middle of something I do not want to be drawn into. I have my PHI confidentiality policies in place, but calling about an appointment does not fall into that category.

The rest of the calling to reschedule issue, or sending postcards issue is about marketing, which would fall into the category of Opt-In or Opt-Out. Have the health club members opted in to marketing calls, emails, mailings? If so I'd say it's fair game until they indicate otherwise.

 

[jd59]

Thanks for the feedback everyone.

I'm an employee at a large and somewhat expensive health club. This has all the potential of being a GREAT place for me to work... if I can get a little busier. Working 30hrs a week makes me full time (which comes with benefits like healthcare, paid vacation/holidays, sick days, and on site child care that costs practically nothing.) I do have a quota that I'm supposed to build to, which works out to a minimum of 18 hrs of massage per week (on average.) The beginning of the year was a little slow across the board for everyone, so we were given a bit of a pass, but now it's time to get things rolling - at this point I'm averaging 9-10hrs a week. Perceneforum.xxxe wise I'm about as busy as the other therapists are at the moment, but I want/need to do more - for myself, financially, and for job security.

My bosses solution to try to increase business is to have us make phone calls. She's also a personal trainer and is in charge of the personal trainers at the health club, and says that calling clients is what's worked for them to build their clientelle. I'm just not 110% comfortable with it (for the reasons I've listed) and have been trying to think about other ways to get things going. I think I've probably read darn near all the threads in this section and have come across some great ideas, but seeing that I have to get her rubber stamp before trying something "different", especially if it takes money, I feel somewhat limited.

I'll admit I've half heartedly tried getting people to book their next appointment after their session. There's one scheduling book located at the main desk of the health club (where people call to book) and that's a pretty fair distance from the massage rooms. Sometimes I wonder if people "forget" in between. There are a handful of regular clients, but the vast majority are occasional clients, walk in club members, and people receiving gift certificates. I think maybe because of ease of scheduling, people don't feel the necessity to book ahead of time? Maybe since they aren't booking ahead of time, it's easier to let time slip between making appointments?

Thanks again - I appreciate your time.

 

[Matthew]

As for the S.O. "finding out" about the massage appointment....I don't want clients who have to keep their massage appointments secret from their partners. I require everyone to provide contact info and emergency contact info. If they are keeping touch therapy a secret then it seems creepy to me, like they've got other ideas for coming and I don't want them. And if their spouses don't trust them enough to get a massage, then I still don't want them. My job is not a secretive job. This is not the idea of confidentiality...to keep a secret from a spouse.....

(second post, from later in this thread):
....I don't even get why this is rubbing people the wrong way. Is it my choice of the word "creepy" that is so offensive? Okay how about "uneasy"? Is that more palatable? It makes me uneasy to keep a simple massage appointment shrouded in secrecy. It makes me uncomfortable as a business person to have to keep a secret as simple as an appointment. It makes me feel like I am drawn into the middle of something I do not want to be drawn into. I have my PHI confidentiality policies in place, but calling about an appointment does not fall into that category.

Akb, I agree with you completely. I have dropped a client who kept his massage appointments secret from his wife. He never told me in advance that he was keeping the appointments secret. I found out when I called him to change an appointment. I left a voicemail, his wife heard the message (thereby discovering the secret massages), and a large marital fight followed. My client then called me, upset that his wife found out, and asked that I keep his appointments secret from that point forward. I declined & referred him elsewhere. Although his reasons for the secret could have been any number of things (as Samantha pointed out), I had no desire to be in the middle of a marital problem. I could just picture her waiting for me outside my office one night, ready for a fight. Judge me if you want, but that's not how I run my business.

 

[Hi..]

Samantha wrote:
I recall from my ethics course that client confidentiality includes not revealing to a spouse/partner that their spouse/partner had a massage or bodywork appointment with you. There are times when this seems unavoidable.

AKA wrote:
Saying something is unethical but also unavoidable doesn't make sense to me

Actually, you took the words out of context. Nevertheless, confidentiality legally falls under the "Ethics" category. We are required to maintain client confidentiality unless otherwise required by law to reveal certain information. Following are a few extracts from various sources:

AMTA: Massage Therapists Shall . . . Acknowledge the confidential nature of the professional relationship with clients and respect each client's right to privacy.

NCBTMB Code of Ethics: Massage therapists and bodyworkers in the exercise of professional accountability will . . . Safeguard the confidentiality of all client information, unless disclosure is required by law, court order, or absolutely necessary for the protection of the public. Client rights will be respected.

Maine Department of Professional & Financial Regulation: Listed under GROSS NEGLIGENCE, INCOMPETENCY OR MISCONDUCT . . . k. Failure to safeguard the confidentiality of all client information, unless disclosure is required by law or court order;

Winnipeg, Manitoba Code of Ethics: Principle I - Respect for Persons. . . g) safeguarding the client’s right to privacy and confidentiality by holding all personal and health information in confidence unless otherwise required by law.

Alabama Code of Ethics: Acknowledge the confidentiality of all client information, respecting each client’s right to privacy, unless disclosure is required by law, court order, written release to third parties by the client, or in the event it is objectively absolutely necessary to protect the public.

New York Guidelines: Massage therapists will safeguard the confidentiality of all patient/client information, including patient/client records, unless disclosure is required by law or court order. Any situation which requires the revelation of confidential information should be clearly delineated in records of massage therapists.

Kentucky Board of Licensing: Section 1. Code of Ethical Standards for the Massage Therapist. A massage therapist shall . . . (1) Maintain the confidentiality of all client information, unless law or court order mandates disclosure;

Of course you can determine for yourself what constitutes "all client information", as it is often worded. Some of our health care providers have interpreted that to mean they safegard any information, including our names or if we even had an appointment. For example, my teenage daughter had to sign a permission form with the last doctor I took her to stating the names of those she authorizes the release of any information to. They explained to her that if I were to call regarding an appointment she was scheduled for (or any other information relating to her), they couldn't give me any information without her written consent.

By the way, even those who are not AMTA members are bound by the AMTA guidelines, because the AMTA code of ethics is considered the de facto standard of practice throughout the profession.

RE: "Secret" request - If you have a client who specifically asked you to keep their massage a "secret" from their spouse, and there was not a valid reason for the request (for example, they bought their spouse a GC and didn't want them to know about you until they presented their gift to their spouse), you could let them know up front that you can't agree to abide by their request.

RE: Follow-up Calls - My suggestion would be that if you want to do follow up calls, leave messages with family members, or send emails, mention this on the intake form. If you have written permission, you are on reasonably safe ground.