Getting lapsed clients to come back?

[hj01]

Maybe it's just the summer, or maybe it's because I've only been in practice for 14 months, but it seems I have a handful of clients that haven't come in for their regular sessions in ages. I'm not talking about the "tried it once" clients that you never see again, no matter the advertising. I am talking the regulars who came bi-monthly or even weekly for months, and then maybe life happened and they got busy and forgot to reschedule. Do you call these clients? Do you send them a postcard or letter or email? I don't want to beg them to come back, they'd always be looking for favors and discounts if I did that. But my business would be a little more...um...thriving, if they were still around. All tips are appreciated!

 

[vobis]

I would send out a post card letting them know that you have been thinking about them and hope they are having a great summer.  If you don't want to give them a discount, I would just write that you hope to hear from them soon as your closing.  The nice thing about post cards is it shows you took the time to be concerned but it's small enough that you only have to write a couple of lines and that's it!  They'll appreciate the gesture and it will put you in their thoughts and many times makes them pick up the phone to schedule an appointment.  

 

[Southern Baptist]

I agree.  Either a post card or a call just to show you have noticed they are not coming in and were wondering how things were going. Plenty of times I have done this and the client had just gotten busy with life.  If they are stressed and overwhelmed, just remind them that is one of the main reasons that they shouldn't be missing their treatments.  Most likely they will agree and rebook.You tend to get the responsibility of getting them back on track.Plus it shows you care.

 

[+Evie+]

Getting lapsed clients to come back?

I contact any clients I haven't seen in 4 months and let them know if I'm offering anything special for the month. I don't discount my price but I offer value added extras such as a lime/peppermint foot scrub or dry brush to care for the back during summer,etc. People do let life get in the way and you must always be there to say, " Hey, remember to take good care of yourself!"

 

[Amaranth]

Getting lapsed clients to come back?

Yeah, what is it they say, it's 6 times more expensive to attract a new customer than to keep the one you already have?

They've already "tasted" your treatments and know how effective they can be.

Information for People has some postcard designs that would probably be very appropriate for Reflexology.

http://www.informationforpeople.com/postcard.html

Most of the time people just get busy and forget to take care of themselves. Especially in the summer when children are out of school and things tend to be a bit more hectic.

I'd probably go with lovely_day's suggestion of letting them know about a "special" value added service that they'd get if they booked their massage this month. It doesn't have to be expensive... just something a little bit different from what you normally do.

Or the other thing you could do is get involved with a cause... and arrange for a perceneforum.xxxe of each reflexology appointment this month will be donated to a charity or program that you support.

And please, keep us informed as to what you find works best!
-M

 

[Zac C]

Wow, I thought I was the only one with this problem!  I tend to question my abilities, or to second-guess why I did something to offend someone when this happens.  Therefore, I don't contact them,  as they may have found another therapist that meets their needs better or who has better skills than I do.  I have no self-confidence as you can see!

 

[katie s]

Ah Bliss MN we All go through that don't we? LOLI know I did anyway. But when I do see the client again and we start talking about how it's been so long since their last appointment... it usually was just that they got busy. Or they had financial difficulties or something of that nature. *shrug*Still it doesn't hurt to "touch base" with them a few times a year to let them know what is going on with you. Does it?Have you attended a new CE course? It might be a great opportunity to send out postcards announcing that you have added that service, etc.  

 

[Nude]

Getting lapsed clients to come back?

Wow, I thought I was the only one with this problem!  I tend to question my abilities, or to second-guess why I did something to offend someone when this happens.  Therefore, I don't contact them,  as they may have found another therapist that meets their needs better or who has better skills than I do.  I have no self-confidence as you can see!

Here is a link about client surveys:
http://www.massageplanet.com/forum/viewtopic.php?t=609&highlight=client+survey

This could be an idea for anyone if you are curious about why clients haven't come in for a while.

I recently mailed a survey and some of the clients that hadn't been in wrote a little note as to why. "was coming to get massage while kids were in school, now they are out of school...would love to come in soon if I could find the time"
It was also nice to know that everything I am doing is working and that the clients think so.

 

[Jock]

Thank all of you for the helpful and encouraging replies!  It's good to hear from those who have "been there".  I will break out of my comfort zone and go forth!!!   Denise

 

[Pompal 09.]

I agree.  The research I have done in my own business and working with other therapists shows that the majority of clients who don't come back pretty much forget to take care of themselves.  It very rarely has anything to do with you. I think this is a great problem that you can help them solve.  In fact, it is much easier to get a high perceneforum.xxxe of your old clients to start coming back than it is to get new clients.My July New Tips Newsletter was called Contact Energy.  And it talked all about this issue, and how to prevent it.One practical tip I suggested was to go through your lists, find clients who have not been back for at least two months, and send them a post card.  Just mention that you noticed they have not been in for awhile, and that you want to make sure everything is ok.  Then you can suggest they schedule soon, and even provide what ever special, coupon, or added incentive you like. You could have a funny headline on top like:Can you move? I sure couldn’t if I went over two months without my massage.If you keep up a regular system of dong this (before it gets bad), you will lower your attrition rate, which is the reduction of existing clients.  This is a great thing to do for you and your clients.  Plus it is very profitable marketing compared to trying to get new clients, just like maestra said.   And when they come back, they will be more loyal.  They will appreciate that you took the effort to put out some good contact energy.  It shows how much you care.Back issues of the newsletter are available to all current subscribers if you want to read the entire piece.  The newsletter is free.Galen

 

[Yeaa boiii]

Getting lapsed clients to come back?

I like the idea of quick postcards/notecards sent out to existing customers.  It is so much easier to bring people back in then it is to attract new clients.

For anyone interested:  Currently vistaprint has an offer for 10 free folded notecards (you pay s/h) as well as offering 33% off their postcards -- 250 $33.49 -- not a bad deal.  Goto:  www.julyoffer.vistaprint.com, the offer expires Aug 15, 2005.