referring people to other MTs/checking on my work

[Neicy]

Hi!

I wasn't quite sure what to call this. I'm sure there have been threads about it before but am not sure how to look it up. I think I should be able to figure it out myself, but thought I would lean on the forum, if you don't mind!

I try to be very proactive about making sure clients are happy with their massage and feel like they're getting the care they need. Recently two very regular clients stopped coming unexpectedly, and I'm wanting to ask, without making them uncomfortable, whether (1) they feel they are getting the care they need with me, (2) they would like to be referred to someone different/more experienced/closer to them etc.

The way I first approached this was to email a "just checking in/how are you/if you would like to schedule I am happy to, but no pressure" email. Then they both rescheduled. But then they disappeared again. So now I would like to send something that helps me get feedback, and also suggests referrals if they are interested. I'm curious to find out how other people handle it. In person it's easier for me to ask, but in an email it seems like putting them on the spot/making them have to word things carefully etc, and phone seems even worse.

I'd prefer not to send my email with referrals already in it, as I think that suggests I don't believe in my work (I do). But you can tell me if that's all wrong. Some day I'll have a website with referrals already on it! (I have a list posted in my office.) I'm just trying to avoid awkwardness while getting constructive feedback and trying to make sure they get the care they need.

Sincerely,
me

 

[Bryndis]

referring people to other MTs/checking on my work

A friendly email/newsletter is helpful, as is sending out postcards or notes from time to time. We do that, with a '$10 off your next session' postcard. But ultimately, I've found many people come and go. I've had many people that will come in once a week or twice monthly or whatever and then not come in for months. Then they'll suddenly call and start scheduling again. I have one that I'm expecting to hear from any day now, she'll start coming in around Christmas for a month or two and then I don't hear from her again for a long time. It may be a financial issue, it may be schedule conflicts, who knows? Not everyone will turn into a steady, regular client. The bunching up of appointments is something that happpens. I figure, other than sending a little note or email, there's not much I can do, if they're unable or unwilling to come in for awhile for some reason.

 

[TheRyno]

referring people to other MTs/checking on my work

I agree with the previous post. I had one man who came several times a week for over a year, said it was the best treatment he had ever experienced. Then he met someone else and did not come back. Boy, did I feel jilted!!

I'd prefer not to send my email with referrals already in it, as I think that suggests I don't believe in my work (I do). But you can tell me if that's all wrong. Some day I'll have a website with referrals already on it!

Also, it might just be me being picky, but I think the word you want is "testimonials" not "referrals", especially if you are using it as a heading or on a website.

 

[Brown eyed girl]

referring people to other MTs/checking on my work

Same thing. Someone will come once every couple of weeks for a few months and then disappear. I think this is normal. I've also had someone schedule and not rebook. then a year goes by and they reschedule for 2 appts, then gone again even though she raved about the massage and has referred some friends. I assume she'll be back in her own time. she doesn't seem to want regular massage for maintenance, just a massage when she's got a current issue.

I just read this, found it interesting and there may be some things in here that would be helpful for you.
http://practitionersjourney.com/2008/04/how-to-design-the-ultimate-patient-booking-strategy/

oh and I would not refer a client to another practitioner unless the client requested it first or I thought I couldn't help the person anymore. It may just be that they don't get around to rebooking, in which case your email is a trigger, or they cannot afford it as often.

 

[Elora D]

referring people to other MTs/checking on my work

This is my first post to MassagePlanetL-I will post an intro soon...

Just a suggestion but you can always ask your client to rebook right after their appointment with you and give them $10 off their next massage. If they know that they will get $10 off their massages they will usually just go ahead a rebook at their appointments. Don't be afraid to ask your clients to rebook.

Ex: "Well Sue, after working on your today, I believe I have a better picture of what is going on with your shoulder. When (notice I said when not if) you book your next session with me, I will address those areas and focus on the underlying tissues..When you rebook today you get $10 off your next session."

Good luck,
Lara Rininger

 

[ngv]

referring people to other MTs/checking on my work

... (1) they feel they are getting the care they need with me, (2) they would like to be referred to someone different/more experienced/closer to them etc. ...

I have been in practice for about 17 years. I cover this in my client's initial visit.

I let them know about how long it takes to see results, based on their condition. And, that if at any time they feel I am not the right person for them or need a referral for any reason, to never hesitate to let me know. I am continually referring clients here and there, as I live in a city with a lot of movement. I want the best for the client, and if they are travelling or moving, I want to make sure and try to find them someone to start with when they get "there".

That said, I am confident in my work, and a client rarely asks for a referral based on an issue with my work alone.

It's an easy way to practice (no worry in offending anyone), and you can also let the client know that you may consider referring them to someone else, if you feel you aren't getting the results they are looking for in the time frame you have both agreed on. It's a win-win. They know you care... and you will feel more confident with providing a referral if you end up needing to.

However, there is a certain ebb and flow to a practice and the clients therein. I have some people who come weekly and others who come every few years. Some only come for a while when they hurt, and then come back again, when they hurt again. Some only come when they have extra money. Some use me as their doctor when they don't want to go to the doctor. Some come once and never return.

So, don't worry too much. The economy is quite bad right now, and I figure that is causing a lot of pain in many clients pocketbooks. When you don't have much money, the tooth that lost the filling usually goes on hurting until an abcess occurs, no matter how much we, as health care practitioners, would like to see different.

And, if you want someone to check your work, just find a colleage to mentor you. That's easy, and you can trade that way.

 

[gaiagurl]

referring people to other MTs/checking on my work

I know this was a long time ago, but I never thanked you for your excellent feedback, which actually helped me a lot. (Once I start writing it I tend to go on and one, which can make me hesitate to start it---sorry!)

That natural ebb and flow I've been getting used to, and you all described it very well, which was really helpful. MarionFM it is so funny how clients can gush and then disappear. I had a client reappear after 2 years, "That massage you gave me was amazing!" And eyesofblue I admire your confidence and clarity on it; I am trying some of that confidence on! Pueppi I stole your idea of saying it upfront, and it really works for me. I had hesitated about this because of the theory that the more confident you sound, the more trust people have in you, the more they relax, the faster the recovery, but I've found that it IS possible to say it without losing people's confidence. Thank you!

It's so smart to have people book in advance. Over Xmas people dropped off and it took them a while to resurface, but once they did they mostly resumed their schedules. I hadn't noticed this last year. So next year I will give them a big discount for the first massage of the year, if they book before New Year's!

I'm also trying to just open up communication so much that people never feel they can't tell me something: ("How's the body?" "I feel fine." "Fine? No aches or pains?" "I'm good!" "How's the hip?" "Oh it only hurts when I try to sleep.") In most cases, I want them to -expect- to be able to feel much better. ("But it's just age!" "Age is not a diagnosis!") ("How's the arm?" "Better!" "How much better on a scale of 1 to 10?")

A very effective MT recently said to me that they had NEVER referred anyone to another MT in their 10 years of practice. That impressed me. On one hand I wondered whether that could have been entirely fair (espec in the MT's earlier years); on the other I really admired the MTs "the buck stops here" mentality. It's a balance, right? Own your effectiveness, learn and learn, but don't waste the client's time.

Best best wishes and extreme though much belated thanks!