Contacting/rebooking clients

[strawberryfieldsforever]

It seems there has been a lot of discussion lately about asking clients to rebook, contacting them after a session, or none of those. I am curious as to what everyone does to follow up with clients.

At the end of an appointment, do you ask if they would like to rebook?
Do you ask if they would like a follow up call?

I know this is not a cut and dry answer, and it really depends on each client. I am just interested in getting an idea of how y'all work.

 

[Bhuwisit]

Other than my client at the fitness club who made it clear that she was an MT hopper because she wanted to try out EVERY MT in the area, I do ask if they would like to go ahead and schedule their next appointment. Some do, some don't, and I continue on with the conversation if they say no. Some apologize, and I try to cut that short by letting them know it is not an issue (or insult). I have some who are very regular, and some who are regularly irregular - they call when they need me.

 

[HOSS]

I have found that I rarely need to ask for a rebook. The client usually takes that initiative at the reception desk. If they do not, I will ask if they would like to rebook. I figure - hey - worst case they say no. Most do rebook. Of course, some are weekly rebookers while others go monthly. And I have those that call to rebook, as they have busy schedules and need to "squeeze" in a massage now and again!

 

[Span]

The majority of my clients are on a maintenance plan, so their next booking is automatic. I just double check with them after their massage that the date for the next appointment is good for them.

If they are not on a plan and I don't see them in a month or so, I send out a postcard. If that doesn't result in a phone call, I usually just let it go. If they want to come back they will. My main market are those who come regularly, so I kind of just let the others do what they like since I have a comfortable amount of regular clients currently.

I don't normally make follow up calls. If I want to know how they are doing, I will call them to check. For example, a new client with a lot of discomfort or pain, comes a gets a massage. They feel good afterwards, but I would like to know how the night or following week went, I will call.
Most of the time I have some idea of how the work was for the client before they leave and I tell them if they encounter any issues to call me.

 

[Brooke]

I always ask if they would like to rebook. Also I have them fill out the end of their paper work where they rate their state of well being from a 1 to 10 before and after the massage. I also have them give a number for the quality of the experience scale 1 to 10.

I think having them give a number for the quality of experience helps protect me if the client where to come back and say the massage was totally awful or somehow I hurt them. Ican always produce the form they signed to show where they where at the moment after they got off the table.

Jason