"Following up"?

[hotchic_foxy101]

What does "following up" mean to you? T mentioned that he wondered if we "weren't doing enough follow-up" this morning, and I think my idea of follow-up and his might be different. Mine is certainly morphing these days, too.

It made me think of returning calls as swiftly as possible when they leave a message (or the equivalent for email contact); sending "thank you" or "welcome to our practice" cards in the mail to first-time clients (I have done this in the past and it went over VERY well. I need to get some more cards and start doing this again); sending birthday cards in the mail (those go over much better than email birthday wishes, IMO; this, too, I need to get back to doing).... "Thank-you" cards for referrals too, although this might border on infringing on client confidentiality since then they'd KNOW that so-and-so came in....

But, this recent conversation also made me wonder-- would *fabulous customer service* also include calling clients 24-48 hours after their appointments to see how they're doing? With or without asking about booking again? What if they re-booked while still at your office, and/or already have a longstanding "set" appointment? It might take some amount of time to make those calls, but really... how long would making 5-6 MAX phone calls at the end of the day really take? Or would sending the card in the mail be sufficient/more effective/less "imposing"?

WDYT? WDYD?

 

[dawg]

"Following up"?

I'm still in the planning seforum.xxxes but I was definitely planning on a referral program. Something where either they get a certain dollar discount per referral or maybe a free massage every 5 referrals. I won't tell them WHO scheduled just that someone they referred scheduled.

I was also thinking of having a post card to send out to clients that I have not seen in 3 months or (another time I haven't decided yet) something saying they are missed and advising them of any current promotions or anything.

 

[Yimei]

"Following up"?

Following up in our industry makes me think less of returning calls and more of the latter- checking in with clients after their sessions to find out how they're feeling. Better? Worse? Sore? Nauseous? Light headed? Energized? etc. and comparing that to what they originally wanted from their massage. Depending on how the conversation goes, you can determine whether it might be best for them to make another appointment, get a treatment with a different modality, see another therapist, or do nothing.

 

[dyslexic dog]

"Following up"?

Following up in our industry makes me think of checking in with clients after the first or any problematic sessions to find out how they're feeling.

I was much better about this when I was first in practice. Now, it is rare.

But, I do think it is a smart business decision.





11/01/11 - corrected "more good" to "better" --- gee whiz!

 

[Montificus]

"Following up"?

I really don't need an MT to follow-up with me. An awesome massage and an overall good massage experience are more precious to me than a birthday or "welcome" card.

There is an MT that I see who sends out a monthly newsletter with interesting articles. The newsletter is nice because it has self-care tips and it's also a subtle reminder to start thinking about booking the next massage. Now that I think about it, I guess that the newsletter is definitely a way to follow-up too.

 

[Christian guy]

"Following up"?

I don't do follow up calls but our booking systems sends a thank you email and a survey. We also use a excellent service called myphysiorehab to send exercises to clients. And once a month we do an email newsletter.

http://myphysiorehab.com/home.html