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Giving Your Clients Permission

I often think about what advice I could give to massage professionals who are struggling with their new businesses. I wanted to build a steady business with regular clients, but struggled with one particular aspect of the business. Something others may also struggle with… rescheduling. Maybe it was because I was twenty, or a lack of confidence in my new skills, but asking if clients wanted to schedule another massage caused me a great deal of anxiety.

Nearly all my clients were older than me. Some were my school teachers, others were long standing community members who slightly intimidated my younger self. As for the remaining clients, I was worried they did not have the income and I afraid of hearing “No”. If a client did not initiate rescheduling after their massage, I would accept their payment and say “Okay, thank you, take it easy, have some water, call if you need to come in again.” Out the door they went into a bottomless pit of people I would never see again. Almost all seasoned massage professionals know once an unscheduled client goes out the door; their chances of calling to schedule regularly go down, wayyyyy down. I needed to find a way to reschedule clients one way or another if I was going to build a stable business. With time, I stumbled upon this stunning revelation:

Clients wanted to come back for another massage.

However, most did not know if they “were in bad enough shape”, deserving, or worthy of regular massage therapy. Many had attached luxury to massage, and not necessity. They wanted another massage. They wanted permission to reschedule another massage.

I did find a way recommend clients rescheduled regularly without causing a panic attack. To do this, I placed poster next to where clients would sit after getting dressed and where they paid. While they waited for
me to come back in, they would read the information posted on the board. Along with fun massage facts, I included:

How often should you get a massage?

It is recommended most people schedule a massage every 4-8 weeks for maintenance care.

After I posted this, new clients would point to the poster when I come in and say, “This says I need to get a massage every 4 weeks”. I was able to start a conversation with them about rescheduling before they left. Clients wanted to hear “I think you would be good for you to come back or reschedule in four weeks”. It gave them permission. When I asked if they wanted to reschedule now, most would say “Yeah, why don’t we?” Many would smile in anticipation of their next massage. As time went on and my confidence grew, I found it easy to suggest that clients reschedule before they left. Sure, I got shot down sometimes, but more often then not, clients rescheduled and my business grew and exceeded my expectations.

So, give your clients permission to give themselves the gift of touch. They deserve it and desire it.

Ivy Hultquist, LMT
Advanced Massage Techniques - Though the end of February, 50% of all home study continuing education course fees will be donated to relief efforts in Haiti.

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Comment by Cindy Thomas on February 18, 2010 at 5:46pm: Thank you Rick for providing me with that book title, I can't wait to read it. I haven't joined an outcall group, since I'm new at massage professionals, but I will definately look into it. Thank You both for offering advise :)

Comment by Ivy Hultquist on February 18, 2010 at 1:01pm: Hi Cindy,
Have you joined a outcall group on this site?. They may be able to give you some pointers in this area. I have never provided outcall massage. Like I said, putting up a sign was a good conversation starter for me, but I know that would be impossible for you. Now, I do not need the sign because my confidence has grown. I bet many of your clients are wanting you to ask them if they want to reschedule too. I will have to think about your situation some more.

Comment by Cindy Thomas on February 17, 2010 at 2:44pm: Hi, my name is Cindy. I have a hard time bringing up this subject to my clients (rescheduling). I do outcall massage, and as soon as they pay me I say something like... ok, have a good day, hope you feel better.
Obviously, not a good way to go, I think I do this because I'm a little insecure on whether rescheduling is an option. Is there a way to bring this up with my clients without sounding so desperate? I've never been good at selling things, but I think this something I should get good at and quick.