What is your client turnover rate?

[magix151]

Hello, out of curiosity what is your turnover rate of clients? Do you have alot of clients that have been going to you for years or have most of them recently began seeing you?

I have one client from when I first started working & several from when I started working at the office I am at now (5yrs), but most of my clients are fairly new. I certainly lost a few longstanding clients when the economy tanked, maybe they went to massage envy.

 

[pscreamingheagle08]

What is your client turnover rate?

Most of my clients are regulars, but on average, I massage about 3 new clients a week who either continue on with me, go to my son, or don't come back. What I find most interesting is how it works out that when a regular who is faithful to come every other week for years, has to miss for a season due to surgery or something with their spouse, and I fill that slot with someone else, but when they are ready to come back, the person who took their slot backs off for reasons of their own. It's uncanny how often it happens that way...

 

[vogonsrock]

What is your client turnover rate?

Most of my clients are also regular customers. Because I make a point that in each of their visits they are really satisfied to the services they avail. This is the one of the best way to have lot of customers.

 

[Bellatrix]

What is your client turnover rate?

As the others have said most of my clients are regulars I've been seeing for years. The current economy has cut back on new clients but I would say I average 3 new people per month or more. It varies with the time of year, as summer generally seems to be slower with people away on vacations & so on.

 

[BritneyM]

What is your client turnover rate?

I have some clients that have seen me for years, but most of my clients come and go in less time than that. This may be partly due to me telling them that my main goal as a therapist is for them to not need a therapist. If their pain is under control or gone entirely, they don't come back as often. Some have improved a lot but were unable to continue for financial or other reasons. Others switched to other MTs when it was too difficult to get appointments with me. Some saw me a few times and simply decided they didn't like my approach.

In a large practice, we see so many people that it's hard to keep a good tally of who is coming and going... and many only come 1-2x per year, or only if they are in great pain. Right now I have a new athletic client that has seen me twice and will come back maybe 2-4 more times before she no longer needs my help. She was referred to me by a past client who hasn't seen me in a year, and she in turn will refer others to me in the future when she is back to running without pain. I also have clients that I see only at special events, such as marathons. I'm not sure how they would figure into a tally of client turnover...

Instead of turnover, I look at how many massages our therapists do each pay period and each calendar month, and of those how many are by request. It is possible for an MT to do 25 massages in a pay period, but only have 2 requests. That is a request rate of 8%. Another MT might have 15 massages in the same pay period, but 12 of those clients specifically requested that MT. That is a request rate of 80%. Assuming that both MTs are technically skilled and get good results, what accounts for the difference in their request rates?

 

[Pompal 09.]

What is your client turnover rate?

Most of my clients have been with me for 6 plus years. I have recently "lost" 3 regulars due to the economy. By that I mean they now call when they feel they need to have a massage instead of booking in advance and being on the schedule weekly or bi weekly. And along the way I have lost three clients to cancer.

I have found the same phenomenom as TochofGrace,, I have regulars that need to miss for 3-6 months due to surgery or illness and I fill their slot and when they are ready to return it always seems to work out..

I was starting to worry a bit and just this past weekend was talking to my husband about losing 3 of my regulars. Wouldn't you know, I had a call this morning from a couple wanting weekly massages? It always seems to work out.