Review To OWNERS, THERAPISTS, the BASICS

[Albertaman]

The best clients are the ones who repeat, and never cause trouble, and respect the boundaries of an individual therapist or that of the shop. Problem is they rarely voice their disappointments, and just move on to another therapist or another shop when they receive poor service several times. This happens to restaurants too. And finding new repeat clients is a whole lot harder than maintaining existing, loyal clients.

The Basic Stuff why Good Repeat Clients disappear:

1. Clients getting rushed, their massage and total session time getting shorted. For the client, the massage appointment is a mini vacation. Shorting that time, in order to service a new walk-in client, or a last minute caller is bad business.

2. Texting, and phone calls during the massage time. A NO NO. Experienced clients who spend the most on frequent massages won't put up with it. There are more home based therapists who are providing focused massages without these interruptions. Shop owners and therapists need to set up better scheduling systems, and get someone else to manage their calls, texts, and bookings. No disturbances during the massage. Over the next year, expect this to be a differentiator between successful businesses and those that fail. The client on the massage table now should be the most important client. Massage is about the Present Moment. Money is made by respecting this rule, diligently.

3. Cleanliness. Clean rooms, linen, towels, washroom and shower. Fail in this, best customers will be gone.

Note: I have not said anything about the therapists. The assumption is that the repeat clients already liked one or two therapists (the most essential of the requirements). It's the inconsistency in service conditions that drives good customers away.

Am sure, other massage enthusiasts have their own ideas on this subject.


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