Client Appreciation

Replies to This Discussion

Permalink Reply by Carrie Burgan on August 11, 2010 at 3:33pm

Well, right now (aside from running monthly specials), I have a referral program ($10+/referral) and I give extra minutes for birthdays. I'm 100% mobile right now, but going through office leasing and business licensing right now for a space, so I hope to learn from others on this thread to see how I might be able to build out the freebies, add classes, etc. Happy customers are returning customers.

Permalink Reply by Kelly Sanders, LMT on August 11, 2010 at 9:49pm

Kris;
I really like this idea of yours. I've never done a client appreciation week, day, month year etc. Maybe, I'll put your idea into effect starting immediately. I'm planning a new adv campaign and might include client appreciation benefits in the ad. Thank you.
Kelly
PS Happy Birthday Virgo, my birthday was this past Saturday I added 30 years to my ripe age of 19. Oh if only I had the knowledge then that this 30 years experience has given me now, boy the changes I'd make and the things I would have and have not done.:)

Permalink Reply by Travis Alligood on August 14, 2010 at 4:53am

Kris, what a cool idea "Pot Lucks in the Park"! My idea of Pots Luck is lots of people bringing different foods, and shareing. Tell me more about yours, this sounds like the begining of something new for me. I love a party.

Permalink Reply by Las Vegas Massage In Summerlin on August 15, 2010 at 10:34am

~

Hi Travis!

I'm really busy right now and have no time to write.

Give me until tomorrow and I'll explain what I do a bit more in-depth.

Kris

Permalink Reply by Travis Alligood on August 15, 2010 at 12:04pm

Kris,
Thanks !

Permalink Reply by Las Vegas Massage In Summerlin on August 18, 2010 at 11:49am

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Hey Travis!

I haven't forgotten you, just extremely busy.

Let me insert this comment here, as it's important: I perform outcall massage in clients homes. Yes, everything I mention below will work for a therapist if they work for someone else if you just change it a bit.

First, you may want to take a read on this thread, here:

http://www.massageprofessionals.com/group/massagemarketingsolutions...

There are two ways I view this topic, and the more I think on it, it seems to be two different actions as well.

First, there's customer appreciation where the therapist is directing. The therapist sets this up and provides all the scheduling and whatever else they want to include.

Second, there's a massage party, which I mention in the above link...this can be initiated or directed by either the therapist or clients.

What you need to do is figure out what it is you really want to accomplish, or more importantly, what your clients are willing to participate in.

In this thread, I'm providing appreciation to the clients with free massage. I allow them to schedule with me when both our scedules are open and they receive a free massage. I've also done parties as you mention, where clients get together to socialize and I pay for it...such as pot-lucks in the park, or at restaurants, etc., etc. This is more therapist driven to provide appreciation to existing clients.

Massage parties on the other hand, and as mentioned in the above link, is a bit different, for me. Let me first back-up and tell you just a little bit about HOW I get to create these massage parties.

When I perform marketing and advertising, I use very specific methods to target the groups within a specific demographic or target market. Here's an example:

Close to where I live are several communities with high-income residents who live around man-made lakes. (I'm in Las Vegas, and it's a desert out here ;)) I've been very successful with direct mailers, so this is what I use for this example. I won't go into the marketing specifics, as that's not the point of this post, but, needless to say, the clients I generate from this all live close to each other. That's the point ;)

As I acquire these prospects as clients, I listen to them. Do they know their neighbors? Are they active in the community they live in? If so, I mention to them the idea of having a party; a massage party if you will. I mention that I massage Joe and Jan down the street, Steve and Karen a block over, etc., etc.

At this point, several things can happen. The first is that these folks are not interested. If so, I leave it at that. If some are interested but don't really know how to throw a party or are unsure of the specifics, I tell them I can organize it and sort of 'manage' the function.

My favorite is when I acquire a client who is out-going, loves their neighbors and loves to be active in their specific community. (Let me clarify by what I mean in regards to a community. When I say community I'm referring to the gated private community around the lake that these folks live in, not a five mile radius that includes school and libraries and such. Many folks in these communities are very active, as they are concerned about keeping their community private, security within the community, etc., etc.)

So, when I find these outgoing folks as mentioned in the previous paragraph, I work with these individuals. If they are 'take-charge' kind of people, I let them run it. If they need some assistance, I assist. I pay depending on what the consensus is. Yes, at times, I pay for everything. Would you be willing to pay $500.00 to throw a party if you know you'll be making $5,000.00 within the next several months? I'd hope so!

The goal of this sort of client appreciation or a massage party is a bit different than that mentioned above. Yes, you can make it client appreciation by giving away free massages to current and or prospective clients, or, you can charge for them. This is where most MT's focus on, but it's not the point (for me.)

The point for me is to ensure that the host of the party invites other neighbors who are NOT my clients. There's a dual goal here: provide massage to current clients and obtain new clients, or at least become more 'known' in the community. I socialize between massages with everyone at the party. Oh, and yes, this party is at a clients home. They are providing a space for massage, and, throwing a party.

I can't really tell you step by step how this is done, as it seems each party is a bit different. Common sense prevails though. I'm in a party town, and there's usually a good amount of booze. If one is to drink, massage comes first. No drunks on the massage table. There's also information I provide as to drinking after the massage. I don't lecture, as no one likes that, just information given when I see the need.

Does this help?

Does this work for everyone? No. Clients are different and therapists are different. Some are social and some are not. Some of us are better communicators than others. Prior to becomming a therapist, or should I say while I was becomming a therapist I worked in the retail industry. I know how to socialize one-on-one and with large groups of people. Some have no interest in this, and that's OK.

Another method that may work is this: Create a client appreciation pot-luck or such, then talk to your clients and see if they're interested in a party. If you work for someone else or a Spa, get a group of current clients together for a Spa Day. Include other services your location provides other than massage. Offer an incentive to get them together. If they bring a friend along, they receive a discount or a 'value added' service.

To conclude, as this is getting a bit long...

Keep in mind that this is CLIENT DRIVEN, especially if it's a massage party. This is not something you can force people to do, regardless of how beneficial it is in your mind. If you mention idea's to clients, many times they will come up with their own activities that massage can be a part of. LISTEN to your clients!

I'll also have to state this: Am I doing these appreciation get-togethers or parties on a weekly or monthly basis? No. Am I generating dozens of new clients when I do these? No. (Although I think these methods could generate dozens of clients, depending on how big an event was put-on.) Please keep in mind that I work for myself. I don't need nor can I handle dozens of new clients. Even when I was a new therapist I focused on quality, not quantity. This way clients come to trust me and this leads to loyalty. I don't want a ton of new clients every month. What I want are the same clients over and over again.

Whoa, this is getting long! ;) Hopefully this helps....

If you have any other specific questions let me know.

Kris

Permalink Reply by Mary Scott on October 21, 2010 at 6:08pm

Hey Kris ,

I dont understand your 3 free massages ? for 15? explain that to me again maybe i missed any elaborations on it in an earlier discussion. I personally like to send my clients a $25 off for their bday. I also do promotions through fb using my slow days to do specials either a $1 a minute or other specials ive come up with. You have to be creative I have found. :) I also do referrals $10 off if the person referred comes in with a card and the person who referred them to me also gets 10 off their next massage!

Permalink Reply by Las Vegas Massage In Summerlin on October 21, 2010 at 6:38pm

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Hi Mary!

I'm unsure where you're referencing my comments from, as the previous post was really long.

A little clarification:

What I do is on client appreciation week I perform 15 free massages; roughly 3 per day.

Please keep in mind that these clients have been with me for many years. I'm not a fan of giving away free massage or discounting my prices, especially to acquire new clients. I prefer more 'value added' marketing and advertising; benefit driven promotions.

These are seperate issues. (Client appreciation and new client attraction.)

Thanks and it sounds like you've got great idea's!

Kris

Permalink Reply by Mary Scott on October 21, 2010 at 7:19pm

So for one week you do 3 massages a day all free to all your clients? How do you make any money that week? Thats great if that works for you but why wouldnt you pick 3 per week and appreciate those clients? why do the whole week? I dont know about you but I have rent to pay and bills so the best thing I can do is give 25 for bdays and do promotions. If I had to go thru my whole list of clients that are good clients I would be working for free for a quite a while. I sell a lot of package deals to my clients and they come in weekly and have stand in appointments due to the package deals and they are happy with it cause I also discount it if you buy a package from me. We all win they get a gc for their bday and special discount on pckgs and im happy and they are happy and Im not giving it all away.

Kris Kelley said:

~

Hi Mary!

I'm unsure where you're referencing my comments from, as the previous post was really long.

A little clarification:

What I do is on client appreciation week I perform 15 free massages; roughly 3 per day.

Please keep in mind that these clients have been with me for many years. I'm not a fan of giving away free massage or discounting my prices, especially to acquire new clients. I prefer more 'value added' marketing and advertising; benefit driven promotions.

These are seperate issues. (Client appreciation and new client attraction.)

Thanks and it sounds like you've got great idea's!

Kris

Permalink Reply by Mark Volkmann on October 21, 2010 at 10:04pm

Brilliant Kris. Refreshing to hear how creative and resourceful you are to recognize opportunities and make something happen.
A common theme in finding new clients I'd like to stress, and which you mention below in your explanation of organizing your massage parties, is finding a group of people who all know each other and (ideally) also share similar activities where massage would be the answer to a common problem.
In my case, as a sports massage therapist, I focused on group sports events involving the same group repeatedly coming together over time. Would you rather shoot at 50 fish in a barrel or chase one down the river?

Permalink Reply by Las Vegas Massage In Summerlin on October 22, 2010 at 12:02am

~

Hello again, Mary.

Let me break this down for you.

"So for one week you do 3 massages a day all free..."

Yes. For five days, hence 15 massages.

"...to all your clients?"

No, not all, but to my 15 best clients back in August. Other times, a few more massages, sometimes less.

"How do you make any money that week?"

Mary, the thing about appreciation is that it's not about me making money this week, hence the term 'CLIENT appreciation.'

"Thats great if that works for you..."

It does work great for me. I've worked hard to grow my clientele and now I'm grateful to have these clients; thus, client appreciation. How great is it, Kris? I work 4-5 hours a day, 4-5 days per week and make six figures, annually, just performing massage. Not my intent to brag, it's just what I've done.

"...but why wouldnt you pick 3 per week and appreciate those clients? why do the whole week?"

I have the flexability to do what I want to do when I want to do it. I understand what you're saying though.

"I dont know about you but I have rent to pay and bills so the best thing I can do is give 25 for bdays and do promotions."

Understood. I have more flexability than most.

"If I had to go thru my whole list of clients that are good clients I would be working for free for a quite a while."

Well, a 'good client' is a relative term. Why I picked what I felt comfortable with performing for the week, 15 back in August. Here's another point that I'm assuming from your post and from what many other therapists have hinted to: Most therapists have a lot of clients. I don't. I have narrowed my business down to clients who love my service and receive massage regulary. I don't have clients that receive massage every month here or there. I've built strong professional relationships with these people and we respect each other. That's why I keep the same people: They love what I do, most receive massage almost weekly, and I charge a higher fee.

"I sell a lot of package deals to my clients and they come in weekly and have stand in appointments due to the package deals and they are happy with it cause I also discount it if you buy a package from me. We all win they get a gc for their bday and special discount on pckgs and im happy and they are happy and Im not giving it all away."

Sounds great, Mary, hope it works out for you!

I'm a little curious though about your ending comment about 'giving it all away.' Is this what you see me doing? I don't. If Alicia is receiving massage once a week, spending $400.00/$500.00 a month with me, and I offer her a free massage every six months, is that giving it all away? Giving her a free massage every six months after she's just paid me $2,600.00 doesn't seem like I'm giving it away.

With that said, perhaps I do get a bit carried away with appreciation. Maybe most can't do this. It's what one is doing, not the scale on which one is doing it that matters. If you want to do 3 free per week and that's it, nice!

Hopefully this is a bit more clear...

Kris

Permalink Reply by Mary Scott on October 22, 2010 at 6:56pm

Kris,
Dont misunderstand me I do agree in showing your appreciation to your clients I think thats great that you have the ability to do this. I just know that will not work for me. Do you have a place of business or do you go to your clients? Thats important because when you have a place your paying rent and utilities. The majority in season my people come weekly with stand in appts. and my regulars are monthly or every 2 weeks. To me my regulars are just as important as my people that see me weekly because they are the ones coming in to see me when its not season and they keep things steady. I have about 10 that do that then when season comes I am booked all the time. I show my appreciation by giving $1 a minute promotions when its not season on certain days and all through the year the birthday GC's I give and on average most spas in the area I am a cut ahead of cause they do not do this they are only offering $5-$10 coupons and thats it. My prices are pretty comperative to most places in my area 120 for 90 60 min 85 . I do decent not 6 figures and yet Im busy all the time and my clients are happy.

I work 4-5 hours a day, 4-5 days per week and make six figures, Most therapists have a lot of clients. I don't. Lol I would love to hear what you charge maybe I am doing something wrong there lol Good for you!

So I guess if your not doing incentives like offering discounts or pckg deals or birthday coupons then Yes, I understand your method, its a preference on how you deal with your clients that works for you.The bottom line is if it works for you then GREAT!~ I was just trying to understand how this actually did work for you however I think being a person who travels verses having a location also is key to making that decision. :) thanks for sharing~


Kris Kelley said:

~

Hello again, Mary.

Let me break this down for you.

"So for one week you do 3 massages a day all free..."

Yes. For five days, hence 15 massages.

"...to all your clients?"

No, not all, but to my 15 best clients back in August. Other times, a few more massages, sometimes less.

"How do you make any money that week?"

Mary, the thing about appreciation is that it's not about me making money this week, hence the term 'CLIENT appreciation.'

"Thats great if that works for you..."

It does work great for me. I've worked hard to grow my clientele and now I'm grateful to have these clients; thus, client appreciation. How great is it, Kris? I work 4-5 hours a day, 4-5 days per week and make six figures, annually, just performing massage. Not my intent to brag, it's just what I've done.

"...but why wouldnt you pick 3 per week and appreciate those clients? why do the whole week?"

I have the flexability to do what I want to do when I want to do it. I understand what you're saying though.

"I dont know about you but I have rent to pay and bills so the best thing I can do is give 25 for bdays and do promotions."

Understood. I have more flexability than most.

"If I had to go thru my whole list of clients that are good clients I would be working for free for a quite a while."

Well, a 'good client' is a relative term. Why I picked what I felt comfortable with performing for the week, 15 back in August. Here's another point that I'm assuming from your post and from what many other therapists have hinted to: Most therapists have a lot of clients. I don't. I have narrowed my business down to clients who love my service and receive massage regulary. I don't have clients that receive massage every month here or there. I've built strong professional relationships with these people and we respect each other. That's why I keep the same people: They love what I do, most receive massage almost weekly, and I charge a higher fee.

"I sell a lot of package deals to my clients and they come in weekly and have stand in appointments due to the package deals and they are happy with it cause I also discount it if you buy a package from me. We all win they get a gc for their bday and special discount on pckgs and im happy and they are happy and Im not giving it all away."

Sounds great, Mary, hope it works out for you!

I'm a little curious though about your ending comment about 'giving it all away.' Is this what you see me doing? I don't. If Alicia is receiving massage once a week, spending $400.00/$500.00 a month with me, and I offer her a free massage every six months, is that giving it all away? Giving her a free massage every six months after she's just paid me $2,600.00 doesn't seem like I'm giving it away.

With that said, perhaps I do get a bit carried away with appreciation. Maybe most can't do this. It's what one is doing, not the scale on which one is doing it that matters. If you want to do 3 free per week and that's it, nice!

Hopefully this is a bit more clear...

Kris

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