That Bring 'Em Back Dialogue

[Angel D]

I was just wondering if anyone had any sort of advice on how to approach the talk to help convince the client to come back.

I have been having a hard time with this and havent even really been making much of an effort because I feel that I am being too forceful with the client or playing a "smothering mother" kind of role. I guess I just feel more like Im making a sale rather than convincing the client that the beniefits are truly for them, even if they are completely healthy. And this, for whatever reason, makes me feel REALLY uncomfortable and guilty....I feel confident in my skills, but this is where I struggle. Why the guilt? I couldnt tell you.

Any and all ideas are welcome, drills, body language, whatever. I just want to see if theres something Im missing.

 

[MummyToBe-5th.April.2010]

I used to feel the same way. I don't think I have any hard and fast speeches or anything like that. If the person I'm working on has issues that I would hope they come back in for I just tell them.

When I leave the treatment room I always tell the client that I'll see them out front before they leave. When they come up to the front desk, I ask them how they're feeling. Give them their homework if needed, advice them to drink water, go over any questions they have. And then I say, "You know, such and such really needs some work. I'd really like to see you back here in a week (or whatever it is I'm thinking)." People usually always respond to that.

I'm often asked how often they should come back. I tell them I have clients that come in every week and then when things are getting better we cut treatments down to 2 times a month as so on. It really depends on how you're feeling and what you want to do. More often than not, the reschedule.

Steph!

 

[Pompal 09.]

Wow I could have written this post. This is exactly my problem as well! I feel confident in my massage skills, but the sales side of it....not so much. I would be interested in hearing some strategies for rebooking, but also, when a person (not a client yet) says "oh, I could really use a massage, but I just don't have the money", what do you say to that? :? I hear that all the time and don't really have a confident reply. Thanks!

 

[Proud New Momma]

when a person (not a client yet) says "oh, I could really use a massage, but I just don't have the money", what do you say to that? :? I hear that all the time and don't really have a confident reply. Thanks!

I hear that one and most of the time (not always) it someone trying to shake me down for a discount! May not be what's goin on in your case. I always just tell them that we offer gift certificates. So they can let their special someones know that they'd like to get a massage. And I ALWAYS send them out the door with my card and our spa/massage brochure!

Do you have any lower priced services you could point out to them. Often clients will book a 20 minute chair. I don't really care for chair massage so if the client doesn't mind I'll have them hop on the table instead, always hooks them! LOL

Steph!

 

[golly_gina]

Can someone in the facility where you work help you with the language or in actually getting the appointment booked? If there is a receptionist who does the booking, they should be working in partnership with you to get the next appointment made.

I have my own office, so it's all up to me. I felt funny about it in the beginning too. I sorta felt like a "salesperson" and that didn't feel comfortable for me. Then, I realized that there is no reason to feel uncomfortable. I believe in massage. I believe in the benefits. I am not telling them anything that is untrue. I will not tell them they have some issues with this or that muscle if it isn't true. Even if they have no particular issues and are just there for stress relief, that is an enormous and necessary benefit these days. So, no need to feel guilty. I began to look at it as making them an offer. It is their option to accept or not. More often than not they will rebook when offered. Some will even thank you for suggesting they rebook before leaving the office, because they know that they will just get distracted and forget to call.

After the massage, when I give them their water I will tell them about any problem areas I may have found or may talk to them about how massage can benefit them with their stress management. Then, there is usually the payment process and after that I will say "So, when would you like to book your next appointment?" That's not a yes or no question. I'm asking for a particular date. That's a bit of a "sales" tactic. Don't ask them if they'd like to make another appointment because they can say no to that. Ask them when and they are more likely to tell you when. If they say they need to check their calendar, give them your card and invite them to give a call when they know their schedule. I will sometimes say "don't wait to long or your muscles will start complaining again and you want to keep them happy so they'll work harder for you."

As for those who say they'd like to get massage but can't afford it. I agree, that they may be fishing for a discount. I'd like to own a Jaguar, but I wouldn't expect the car dealership to lower their prices into my price range. Unfortunately, the truth is that some people will not be able to afford massage. I think letting the know that you offer gift certificates and suggesting they let their loved ones know what they'd like for their birthday/valentine's day, etc. is a great answer!

Sometimes it's just a matter of priorities. I have known clients to give up their regular manicures so they could get more massage. Some people are willing to give up some Starbucks for massage. It's much healthier for you. It costs more to be sick than it does to stay healthy. Unfortunately, people fool themselves into thinking that none of that illness is going to happen to them. They also don't recognize the value that stress management can play in them being healthy. Massage feels good, so how can it possibly also be so good for you? What else feels so good and is good healthy for you? We are conditioned to think that we must be spoiling ourselves or being self-indulgent when we are doing something that feels so good. When we go to the dentist or the gynecologist, we don't seem to feel guilty, but yet those are things that are good for our health. The reason we don't feel guilty is because they don't feel all that great.

 

[SillyRabit]

I believe in massage. I believe in the benefits. I am not telling them anything that is untrue... I began to look at it as making them an offer. It is their option to accept or not.

Excellent point KneadedMassage! No need to feel like you have to be a high pressure sales person, your smiling face and enthusiasm for what you do should be all the sales hype you need! *grin*

As for those who say they'd like to get massage but can't afford it. I agree, that they may be fishing for a discount. I'd like to own a Jaguar, but I wouldn't expect the car dealership to lower their prices into my price range. Unfortunately, the truth is that some people will not be able to afford massage.

I agree they may be fishing for a discount as well. I've fallen prey to that trap a few times. I am a little older and wiser now. I think the question is, what CAN they afford... and then suggest something in their price range. Can they only afford $10 or $15, then try chair massage. Can they only afford $30... I sometimes will do a half hour massage if I feel the client is just nervous and might become a regular client... I agree, gift certificates are a great option too.

Sometimes it's just a matter of priorities.

So true!

Massage feels good, so how can it possibly also be so good for you? What else feels so good and is good healthy for you? We are conditioned to think that we must be spoiling ourselves or being self-indulgent when we are doing something that feels so good. When we go to the dentist or the gynecologist, we don't seem to feel guilty, but yet those are things that are good for our health. The reason we don't feel guilty is because they don't feel all that great.

I think you might be on to something there KneadedMassage! Many women think nothing of going to get their hair colored once every 5-6 weeks... or their acrylic nails done every 2 weeks, but getting a massage ~ well their mate would never stand for them to spend that much money!

BTW, KneadedMassage, can I quote you regarding massage not really being considered a luxury? I really loved the way you put it... you don't feel guilty when you go to the dentist or the doctor do you? And in WI, we're considered Health Care Professionals as well. Maybe we need to make a bigger point of that?

 

[Kaitlynn W]

BTW, KneadedMassage, can I quote you regarding massage not really being considered a luxury?

Go ahead.......feel free.......quote away!

speaaking of quoting, can someone please explain to me how to get just a portion of someone else's post in my message? When i click on the "quote" button, it quotes the whole message? How do I get the quotes in those nice neat boxes like you Maestra? Thanks!

 

[Stainton]

Hi KM... I edited your post to fix your quote box.

There is a FAQ post regarding this which can be found here:

http://www.massageplanet.com/forum/viewtopic.php?t=448

Hope it helps.

 

[Pompal 09.]

I usually have my appointment book in plain sight on the desk where we sit and discuss after care, etc. and a majority of the time the client will ask if they can schedule another appointment. If I beat them to it, I usually just ask if they'd like to schedule another appointment. Have a laugh with them about how silly I am that if I don't reschedule at the time, I get busy and end up putting it off until it's "too late" and some poor MT has far more work to do than they should.

Maire

 

[Pompal 09.]

Hi KM... I edited your post to fix your quote box

Okay, I tried to follow the directions, let's see if they work!

 

[minnie]

YIPPEE!!!!!!! It worked!!!!!!! Thanks!!!!!!!!

My Mom always says "You learn something new every day". So, at least I've learned one new thing today! Thanks!

 

[Mickey K]

Glad the FAQ worked out for you KneadedMassage! :
Thanks for pointing it out Talenyn!

I am with everyone here - just be yourself and say what you feel.
If you are enthusiastic about massage and the benefits - the words just come spilling out...

Most of my clients are on my maintenance plan so it is an automatic booking each time - that makes it easier.

 

[Flyn]

I haven't had a chance to actually read this thread, so if this has been said... you'll just get a repeat.

I had to take continuing ed this weekend.

I chose a deep tissue course, since it is what I do a lot of anyway. It seemed appropriate.

The instructor said something that really stood out to me, that many people may not know.

A lot of times people leave our offices appreciating our work, but don't come back because we didn't "give them what they wanted". The human body is capable of taking some very deep work.... and sometimes we just aren't delivering.

A good way to re-phrase the question of "Is this deep enough?"

is " Would you like more pressure?" or "If you would like, I can apply more pressure."

This takes away the possibility of the client feeling like they have to say "yes" in order to please you... and turns it into them answering the question regarding the pressure.

The instructor made mention that he noticed when first out of school his clients weren't coming back as he had hoped. Upon asking around he found out they really just wanted more pressure, but didn't want to say anything.

I know this isn't true in all cases.... but it may be a little something to consider in the grand scheme of things.

 

[Rob M]

I always have a little schpeel I always say at the beginning of my massages and this is what I say.

"Are you comfortable? Is the music and lighting to your liking? If at any time during the massage I'm not giving you enough pressure or I am giving you too much pressure please just let me know. If there's anything that you don't like, please let me know also."

Then during the massage, about the time I get to working on the forearms or the legs, I check in. Just in case they are still shy about saying something. If and when my client does tell me that they need more/less pressure I always say "Thank you for letting me know, is this better?" When I have my clients flip over I check in with them again. I usually say "How are we doing? Pressure still good for you?"

After a few sessions my clients are "trained" and they know they can let me know how they doing without feeling they are being a bother!

Steph!

 

[raider nation]

when a person (not a client yet) says "oh, I could really use a massage, but I just don't have the money", what do you say to that? :? I hear that all the time and don't really have a confident reply. Thanks!

Understand that people almost ALWAYS have the money for what they deem is important. (Someone hit it right on the head when they said that many ppl who say this are looking for a discount.) Even when my husband and I were sinking into debt and could have bought regular food for cheaper at a regular grocery store, we continued to buy the organic food at our health food store. Guess what? We eventually pulled out of the debt and in the long run, we COULD afford the better food. But we labeled the natural food as a necessity and decided it was a quality of life issue. Watch, some of those same ppl who say they can't afford massage buy the latest DVDs, the new Lexuses (at least where I live), the bottled water, AND the daily Starbuck's lattes.

To people who say they can't afford it, I give people a few options:
#1) I point them to the barter page on my website, which lists things that my husband and I need. I have no problem bartering. I would've spent the money anyway. I'd rather spend the time. It has worked out very well for us. But, that's another topic
-OR-
#2) I offer them a pre-paid package. Sure, it's more $ up front, but it works out to a nice discount per session (though not TOO nice so as to devalue my work).
-OR-
#3) I tell them about my Referal Bonus Plan. Many businesses have something like this. For each person that someone refers, the referrer gets a certain amount of extra massage time at no charge. If this person refers a certain number of ppl, they can same up those referral credits and redeem them for a larger chunk of time. It's their choice. That way, I get more clients, and I can give a thank-you to the person who helped me build those clients.

Hope that helps
Blessings,
--Jyoti

 

[wer30snfun]

I always have a little schpeel I always say at the beginning of my massages and this is what I say.

"Are you comfortable? Is the music and lighting to your liking? If at any time during the massage I'm not giving you enough pressure or I am giving you too much pressure please just let me know. If there's anything that you don't like, please let me know also."

Then during the massage, about the time I get to working on the forearms or the legs, I check in. Just in case they are still shy about saying something. If and when my client does tell me that they need more/less pressure I always say "Thank you for letting me know, is this better?" When I have my clients flip over I check in with them again. I usually say "How are we doing? Pressure still good for you?"

After a few sessions my clients are "trained" and they know they can let me know how they doing without feeling they are being a bother!

Steph!

I totally appreciate this and do the same thing. The interesting thing that I was trying to point out in my initial post on this thread, is that apparantly there are enough clients out there who "don't want to tell us to change something". Odd, but apparantly ture. Which is why the instructor gave the example of the re-phrase.

I am certainly not saying the above approach is wrong... but I did want to clarify what I wrote.