Molly Verbrugge's Page

Hi Molly, Thank you for the message. I haven't been in the discussion forum in some time, so thanks for the reminder to check in.

First, I don't know how to contact Rick Morgan if he is no longer on here. However, a lot has changed since my posting. While it is still somewhat true that there is some correlation between lower cost and rebooking as I mentioned in my 2010 post, I'd say that now 90% of my clients rebook regardless of price. 

My approach, as it turns out, is similar to what Rick suggested. I simply EDUCATE my clients. Almost no other health care professional (or any professional for that matter) would say, "Thanks. Hope to see you again sometime." Instead, I tell my clients what they might expect from the initial visit. I suggest they come back in a week or two weeks (whatever I feel is clinically appropriate) and try to get them to rebook at that first visit. I don't push hard if it's a client I've seen only once. I want them to let the benefits settle in, so I tell them if they have less pain, increased mobility, whatever the case may be for a couple of days after the massage, they probably want to contact me in a few days to schedule their next appointment. I generally also followup a day or two later with clients.

At a second visit, I basically suggest a treatment plan, which for clients who haven't had regular massage in a while and are experiencing significant pain in one or more areas, is weekly for 4 to 6 sessions until the benefit of massage lasts nearly the entire week between visits. Then I feel clients can go to every other week for a period of a couple of months (sometimes longer) then down to every 3-4 weeks as maintenance. Some clients will have exacerbations or new conditions, which will require more frequent visits here and there.

As I said, now nearly all my clients rebook before they leave and are on regular schedules. Finally, I'd say a lot depends on how you market your practice or how you visualize it. If it's basically a spa or if you target travelers in your city, etc, it's going to be hard to rebook clients. If you market your practice as a clinical practice (similar to acupuncture or chiropractic) and so much as a spa or luxury product, you're more likely to get clients on a regular schedule.

I hope this all helps, and best of luck rebooking those clients!