Let's talk client reactivation!

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Catsftw

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Client reactivation doesn't seem to be my strong point so I'm looking for some tips and stories of how it has worked well for others.

Here is what I currently do to stay prominent in clients minds:
- Welcome to the practice greeting card to new clients (I only recently started doing this, shame on me for not starting sooner!)
- Monthly e-newsletters (these are popular with clients)
- Occasional special offers, events, announcements via email
- Annual holiday card greetings with hand-written messages
- Occasional postcard mailings for special offers
- As needed greeting cards (new baby, sympathy, get well)
- Birthday greeting with coupon for month of birthday via email

I'd like to implement some type of system where I am sending out reminder emails or postcards (or something!) for clients after three months has lapsed between their last appointment. However I am not excited about the suggested wording some printers suggest. They sound too much like the postcards your dentist sends and I don't want to be in the same category as the dentist. ;)

Since my practice is primarily clinical (mostly women's health), I encourage maintenance sessions based on their goals and the health concerns they present with. But I know that life happens and when enough time goes by between sessions it is easier to forget to rebook. I want something that comes in at this point to serve as a "hey we've missed you" that isn't intrusive, is friendly, and that I can plug in a few personal items (i.e. how's your son's freshman year in college?). I'm sure it would be lovely to send really long emails to every client I've ever seen but that's too much time, too much information for a busy client, and why do I send out a newsletter if I'm going to do that? :lol:

What are some ways that others have found to efficiently, yet remaining personable, remind their clients to come back after a hiatus? Do you find people respond easier to postcards, greeting cards, emails or something else?
 


Oh, and here's the suggested wording Sharper has

It's been a long time since we've seen you! Our records show that your last visit was ____________. We've missed you and are concerned about your health. Please call us today to schedule an appointment.
It's been a long time! Our records show your last visit was ___________. We've missed you and are concerned about your health. As you know, regular care is important in maintaining your health. We also wonder if we should keep your records on active status. Please call us today to let us know or to book an appointment. Thank you.
We miss you! Our records indicate that you last visit was _________. As you know, regular massage therapy contributes to your total health and wellness. Please call us today to schedule an appointment.

I don't really love any of them. They're just too generic and the tone isn't one that sits well with me.
 


Dragonflies said:
Oh, and here's the suggested wording Sharper has

It's been a long time since we've seen you! Our records show that your last visit was ____________. We've missed you and are concerned about your health. Please call us today to schedule an appointment.
It's been a long time! Our records show your last visit was ___________. We've missed you and are concerned about your health. As you know, regular care is important in maintaining your health. We also wonder if we should keep your records on active status. Please call us today to let us know or to book an appointment. Thank you.
We miss you! Our records indicate that you last visit was _________. As you know, regular massage therapy contributes to your total health and wellness. Please call us today to schedule an appointment.

I don't really love any of them. They're just too generic and the tone isn't one that sits well with me.

You could get a postcard like this one:
http://www.ebodylogic.com/beofma15.html
That lists the benefits of massage, and just put a short note on the back saying something like the whole "We've missed you!" with an incentive to book- "$5 off your next appointment if you come in before "
 


Sounds like you need to write your own letter or postcard since you aren't happy with the preprinted ones.

You do a lot of contact, so are you sure that more then 3 months go by that a client isn't contacted by you already?

I guess a have a warning about to much contact. I find it annoying to get to much.
 


softhearted515 said:
Sounds like you need to write your own letter or postcard since you aren't happy with the preprinted ones.
Yep, I agree and am working on that.

softhearted515 said:
You do a lot of contact, so are you sure that more then 3 months go by that a client isn't contacted by you already?

I guess a have a warning about to much contact. I find it annoying to get to much.
Hmmm, it didn't seem like too much contact for the average client but you may be right. I'll poll a couple of my regulars and see what their thoughts are. The average client hears from me once a month by e-newsletter (while I have a higher than average open rate for consumers it is only 30-50%), and a few times a year for specials (including the birthday e-card) and then at the end of the year with a holiday card. Then of course my pregnant clients have babies so they get a card in the mail from me and sometimes a client suffers the loss of a loved one enough to mention it during a session so I send a sympathy card then too. Does that sound like too much? I've certainly tried to stay away from being spammy. It sure is a heck of a lot less frequent than spas and retail stores email me. :lol:
 


Those special cards should never be excluded since they are personal.

I am weird about companies sending to much and imagine I am not the only one like that.

Let's see what others have to say! I am curious too because I am always worried about sending to much, whether it be email or letters.
 


Honestly I have found a phone call to be MUCH more effective than a postcard when touching base with a "long lost" client. I'll just call and say "I know you enjoy coming in pretty often and I noticed it's been over two months since your last visit. Did you want to try to get in this week? I still have openings Saturday afternoon or we can try to put something together for next week." And that leaves the ball in their court but also allows them the chance to hear our voice which has been MUCH more effective than a postcard.

I find clients tend to just toss those little cards so other than my bimonthly newsletter I don't mail postcards. Well - I mail a welcome postcard to each new client, I send a thank you note for referrals and like others entioned - acknowledge special events in someone's life.

But other than that I touch base via phone.

I've even had clients say "OK Angela - If I go longer than a month without calling you please call me so we can schedule something". Which is great becuase then I know their time frame - some clients I would call after two weeks becuase they usually try to come each week. Others I wouldn't call until closer to three months.

But seriously - it doesn't take that long to call and say "I've just got a minute but I wanted to touch base with you...." Which is a GREAT way to open becuase 1-you set them at ease that you won't take up a lot of their time and 2-you establish to the "chatty-Kathy's" that you don't have much time to talk. :-D

Fully half the clients I call book right then and there and thank me profusely for touching base. 25% check their schedules and call me back within the week. The other 25% of the clients I call don't call back and I won't either at that point.

That small handful of clients are the ones I might consider sending a postcard to but I figure if they aren't motivated enough at THAT point it would be better to focus on my regulars and make them feel good about coming in.

My client retention rate is 90% back within 3 months - 95% back within 6 months. That's pretty good for our little rural area and I'm happy.

Anywho - I'm rambling. That's just what I do.

Angela
 


My suggestion is to send actual greeting cards or postcards for:
*thank you/welcome to the practice
*special events including birthdays, new babies, sympathy, get well, etc.
*Nov/Dec holiday greetings
*We've missed you/reactivation

Then do e-mail for all your other points of contact (newsletters, specials, announcements, etc).

I suggest this way for two reasons:
1. The actual cards they get in the mail hold a higher perceived value than e-mail, and may end up on their refrigerator.
2. With e-mail info, the client is in control of how much he/she reads and how much he/she deletes. So they are in control of how much contact you actually have ... That being said, I would advise to only send one (max 2) e-mail(s) per month so that they get read. If someone 'over e-mails' me, I begin to read them less often; as opposed to the monthly newsletter which I always read.

Regarding the 'what to say' topic....

Don't worry about it!
What we are really talking about here is relationship marketing. In relationship marketing it is not about you - it's about the client. So, if I haven't seen a client in while, I send a card with a funny picture or humorous saying on the front and put a non-marketing message inside. When possible, I try to tie it in with something we talked about. For example...

'Hi Jim. I was just talking to a client about warm, sunny vacations and I remembered that we talked about you going on a cruise. I hope you had a great time and it wasn't too difficult coming back to winter in Northampton.
Think spring!!'

Or something like that. Again, the words aren't important. It is the feeling the person gets when they receive and read your card that is important. If you 'market' in your card, they will feel like they are being 'marketed to' and will dismiss your card with all the other junk mail. Use cards wisely to build a relationship. That's what brings people back and gets them talking to others about you.


Brian
 


cstbrian said:
That being said, I would advise to only send one (max 2) e-mail(s) per month so that they get read. If someone 'over e-mails' me, I begin to read them less often; as opposed to the monthly newsletter which I always read.
Yes, this makes a lot of sense to me. I too can't stand getting too many emails myself. At a recent Constant Contact seminar they recommended the following email format (which is basically what I have been doing, and even less on the promotion side than they suggest):
- Newsletters - send monthly - have 80% be content and at the most 20% promotion
- Promotions - send bi-monthly or less frequent
- Announcements/Invitations - event-driven

cstbrian said:
Regarding the 'what to say' topic....

Don't worry about it!
What we are really talking about here is relationship marketing. In relationship marketing it is not about you - it's about the client. So, if I haven't seen a client in while, I send a card with a funny picture or humorous saying on the front and put a non-marketing message inside. When possible, I try to tie it in with something we talked about. For example...

'Hi Jim. I was just talking to a client about warm, sunny vacations and I remembered that we talked about you going on a cruise. I hope you had a great time and it wasn't too difficult coming back to winter in Northampton.
Think spring!!'

Or something like that. Again, the words aren't important. It is the feeling the person gets when they receive and read your card that is important. If you 'market' in your card, they will feel like they are being 'marketed to' and will dismiss your card with all the other junk mail. Use cards wisely to build a relationship. That's what brings people back and gets them talking to others about you.

Brian
Thank you! Thank you! This is exactly what I was looking for.
 
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    Lucky Wellness Center 4379721888 295 Eglinton Ave E,Unit 7,Mississauga Kiki and Judy are at work. They are both young and pretty. They are great at deep and relaxing massages.
  31. DareDevil:
    ARIA WELLNESS โ™ฅ๏ธADDRESS: 360 HWY 7, UNIT #6, RICHMOND HILL,647-222-5683 (PHONES CALL ONLY, NO TEXT'N AVAILABLE) โ™ฅ๏ธTODAY'S Schedule!โ™ฅ๏ธ Loaded lineup with Young Beautiful Girls : New Girl Joy, Ellagant Ella, Hottie Hattie, Magical Mia and Work out๐Ÿ‹๐Ÿšด๐Ÿ’ช Babe Amy! BUY 10 HOURS (GET 11 HOURS) **TODAY'S PICK OF THE DAY IS ๐Ÿฌ๐ŸญHattie๐Ÿฌ๐Ÿญ**
  32. Lulu_Villa_Spa:
    Sami is a gorgeous model type Vietnamese Girl Natalie filipina mixed Petite girl Jessica Pretty Girl with amazing personality and super easy to get along with. Sasa friendly Vietnamese Judy is a gorgeous model type Vietnamese Girl
  33. EMSpa_schedule:
    Tomorrow's sneak peek: On Friday April 25, 2025, our attendants will be Cici ๐Ÿ˜˜, Opal ๐Ÿ˜˜, Vicky ๐Ÿฅฐ, Carla โค and Ada ๐Ÿฅฐ. Call us at โ˜Ž๏ธ(905) 479-6668โ˜Ž๏ธ to book!
  34. SL East Spa:
    ๐Ÿ’†โ€โ™€๐Ÿ’–Terrific Thursday ๐Ÿ’– Ultimate destination for Asian massages๐ŸŽ‰ Two fab spots: SL Richmond Hill & SL West Oakville โœจ Your passport to paradise with 9 enchanting girls fr China, HK โ€” ๐Ÿ†•Tiffany, Joey, Julie, Aaliyah, Coco, Yui, Meghan, Michelle & New 34D Jasmineโ€”โ€” ready to pamper you๐ŸŽ๐Ÿ Ring us ๐Ÿ“ž647-695-6354 or text us ๐Ÿ“ฑ647-578-8169โœจ 160 East Beaver Cr., Unit 12, RichmondHill ๐Ÿ’ฐWhere Eastern charm meets Western comfort - your bliss awaits๐Ÿ™Œ
  35. Lilyspa1:
    Lily Spa :๐Ÿ’•๐Ÿ’•Thursday Schedule ๐Ÿ‡ฎ๐Ÿ‡ณ๐Ÿ‡ฎ๐Ÿ‡ณSana 23, , Punjabi girl , very pretty 36 DDD ๐Ÿ˜ˆGFE โค๏ธElena ( Latino ) Big Nature Boobs & SuSu ( Asian )Slim , ๐Ÿ˜๐Ÿ˜Porn Service ๐Ÿ”ฅDuo ๐Ÿ”ฅ,โ˜Ž๏ธ 6475318288
  36. wilson holistic centre:
    new girl Tina works at ๐Ÿ’‹535 Evans Ave today ๐Ÿ’•๐Ÿ’•๐Ÿ’•โ˜Ž๏ธโ˜Ž๏ธ416-531-6969โ˜Ž๏ธโ˜Ž๏ธ
  37. Lulu1980:
    Phoenix Blossom Spa ๐ŸŒน๐ŸŒน๐ŸŒน Table shower body scrub Sea Salt Bath๐Ÿ‘every day 3 girls ๐Ÿ”ฅ๐Ÿ”ฅ๐Ÿ”ฅ5124 Dundas St W Etobicokeโ˜Ž๏ธ416-817-3366๐Ÿ‘ Nice girl Mia โค๏ธ Natural Big Boobs 36 DD ๐Ÿ˜˜Pink Mini Nipples Hot body slide, super enjoyable๐Ÿ˜˜๐Ÿ˜˜๐Ÿ˜˜๐Ÿ˜˜ very provocative service๐Ÿ˜˜๐Ÿ˜˜๐Ÿ˜˜, professional super Luna deep tissue massage, back walking has therapeutic effect to loosen bones and relieve muscle pressure and will bring you unexpected service effects, she will b
  38. wonderspa:
    ๐ŸŒบwelcome to wonder spaโ˜Ž๏ธ416-5000-800,L6a4H8๏ผŒopen10 to10.on Thursday ,Ensuit shower available ๐Ÿ…beautiful Jessica come back,deep tissue to relax massage and nice body slide๐Ÿ…sunny very good looking,big breasted sweet sensual touch really popular ๐ŸŒนlong hair very young beautiful Lily ,friendly smile,,slim body back. Walk,hot stone,cupping ,more experience โค๏ธโ€๐Ÿ”ฅ,must try
  39. Jennyโ€™s Spa:
    ๐ŸŽ‰๐Ÿ’JENNYโ€™S SPA๐ŸŽ‰๐Ÿ’ โœ…5170 DUNDAS STREET WESTโœ… ๐Ÿ‘ŒETOBICOKE ONTARIO M9A 1C4๐Ÿ‘Œ โ˜Ž๏ธ( 647-893-5196)โ˜Ž๏ธCall or Text โ˜Ž๏ธ( 437-888-3759)โ˜Ž๏ธCall Only (ETOBICOKE) OPEN 10am to 9pm MONDAY to SUNDAY ๐Ÿ”ฅโœ…GRAND OPENING๐Ÿ’ฏNEW GIRLS EVERYDAY๐Ÿ”ฅEXCELLENT MASSAGE + SERVICE QUEENS NOW AVAILABLE AT JENNYโ€™S SPA FOR ALL YOUR MASSAGE AND SPECIAL EXTRA NEEDS๐Ÿ”ฅ๐Ÿ’ฏ๐Ÿ˜˜๐Ÿ”ฅโค๏ธ๐Ÿ‘Œ ๐Ÿ”ฅTWO BEAUTIFUL NEW YOUNG ASIAN GIRLS EVERYDAY๐Ÿ”ฅ ๐Ÿ’ฏREAL PICTURES OF ATTENDANTS๐Ÿ’ฏ ๐Ÿ”ฅ๐Ÿ’‹Limited Time Special Promotion๐Ÿ”ฅ๐Ÿ’‹ โœ…๐Ÿ’ฆ30 Minutes Nude
  40. Red Rose Spa:
    ๐ŸŒธ We have 5 hot brown girls today ๐ŸŒธ LUCY, PAOLA, ASHA, ANGELINA, SONIA, SALMA, MEGAN ๐ŸŒธ 2588 Birchmount ๐ŸŒธ 2 Invergordon ๐ŸŒธ 647-702-8800 ๐ŸŒธ Please visit for a great erotic massage
  41. Soul Relax Spa:
    โœจ Looking for a relaxing escape? โœ… Click Here Meet๐ŸŒธKim๐ŸŒธTina๐ŸŒธAlisaCall us today for the best treatment and service experience. Click on our Username and FOLLOW US for updates ! Call now โ˜Ž 289 - 298 - 5662โ˜Ž๏ธ Your ultimate relaxation awaits! โœจ
  42. HollywoodSpa:
    Thursday at ๐ŸŽญ๐—›๐—ข๐—Ÿ๐—Ÿ๐—ฌ๐—ช๐—ข๐—ข๐—— ๐—ฆ๐—ฃ๐—”๐ŸŽญ, 4578 Yonge St, Unit 100, North York, ON: CINDY, JENNY & SISI. โ˜Ž416-222-5554โ˜Ž CINDY is a slim & pretty lady with long dark hair and a pleasing personality. JENNY is slim, attractive, with a tight frame and service with a smile. When you visit ๐ŸŽญHollywood Spa๐ŸŽญ, you will be treated with tender care and your visit will be a fulfilling one.
  43. ForeverWarden:
    Thursday at ๐Ÿซฆโค๏ธ๐Ÿ”ด๐ŸŸฅโ™พ๏ธ๐“•๐“ž๐“ก๐“”๐“ฅ๐“”๐“ก ๐“ข๐“Ÿ๐“โ™พ๏ธ๐ŸŸฅ๐Ÿ”ดโค๏ธ๐Ÿซฆ๐Ÿซฆ2190 Warden Ave, Unit 201, Scarborough ๐Ÿฐ๐Ÿญ๐Ÿฒ-๐Ÿด๐Ÿฌ๐Ÿฌ-๐Ÿณ๐Ÿด๐Ÿด๐Ÿณ: Cindy, Sophia & Tracy. Cindy is a slim beauty, 5โ€™4โ€, natural C Cups. Her massage is nice, her services will drive you wild & her finish is a dream come true. Sophia is a sweet & pretty Chinese lady with natural B Cups and an awe-inspiring smooth rounded ass. Sophia can provide top notch services
  44. wilson holistic centre:
    new girl Tina works at ๐Ÿ’‹535 Evans Ave today ๐Ÿ’•๐Ÿ’•๐Ÿ’•โ˜Ž๏ธโ˜Ž๏ธ416-531-6969โ˜Ž๏ธโ˜Ž๏ธ
  45. HolidaySpa:
    Thursday at ๐ŸŒด๐Ÿ˜Ž๐ŸŒ…๐“—๐“ธ๐“ต๐“ฒ๐“ญ๐“ช๐”‚ ๐“ข๐“น๐“ช๐ŸŒ…๐Ÿ˜Ž๐ŸŒด3517 Kennedy Rd, Unit 4, Scarborough โ˜Ž๏ธ๐Ÿฐ๐Ÿฏ๐Ÿณ-๐Ÿฎ๐Ÿฐ๐Ÿณ-๐Ÿญ๐Ÿญ๐Ÿต๐Ÿตโ˜Ž๏ธ: ANGELA, LUCY & CINDY. Angela is versatile and responsive. LUCY is a beautiful and slim Asian lady with a happy disposition and great services. CINDY is a slim & incredibly sexy lady with a smile that will melt your heart, & an ass that will fire up your spirit.
  46. AliceSpa:
    THURSDAY at ๐—”๐—Ÿ๐—œ๐—–๐—˜ ๐—ฆ๐—ฃ๐—”.4915 Steeles Ave. E, Scarborough ๐Ÿฐ๐Ÿญ๐Ÿฒ-๐Ÿฎ๐Ÿต๐Ÿด-๐Ÿฌ๐Ÿด๐Ÿต๐Ÿด. 3 girls here today at ALICE SPA. Open 10am to 9pm: ASHLEY is a beautiful slim Korean student, snow white skin, 5'2, 100 Lbs, natural C Cup, pink nipples, baby face & voice, can accomodate bbbj cim cof rim dfk, excellent services. KITTY (12pm-9pm) is a new Korean girl, super busty, small body, new to the business.
  47. Lilyspa1:
    Lily Spa :๐Ÿ’•๐Ÿ’•Thursday Schedule ๐Ÿ‡ฎ๐Ÿ‡ณ๐Ÿ‡ฎ๐Ÿ‡ณSana 23, , Punjabi girl , very pretty 36 DDD ๐Ÿ˜ˆGFE โค๏ธElena ( Latino ) Big Nature Boobs & SuSu ( Asian )Slim , ๐Ÿ˜๐Ÿ˜Porn Service ๐Ÿ”ฅDuo ๐Ÿ”ฅ,โ˜Ž๏ธ 6475318288
  48. Moneylee:
    All season wellness center: Young girl big boobs beautiful face deep massage Helen ,Young girl big boobs beautiful face deep massage Tina ,Young girl big breasted beautiful buttocks charming temperament big boobs Cindy ,Student big boobs buttocks Vicky, Enchanting sexy petite deep massage Sherry ,๐Ÿ address: #5-30 Rambler dr Brampton ,Ontario L6W 1E2โ˜Ž๏ธ4376655510 ๐Ÿ‘…๐Ÿ‘…๐Ÿ‘„๐Ÿ‘„๐Ÿฆต๐Ÿฆต๐Ÿˆต๏ธ๐Ÿˆต๏ธ
  49. Moneylee:
    Full season wellness center: young girl pretty face nice figure Thai deep massage Vivian , pretty face nice figure Thai deep massage Yuki ,Young girl big breasted beautiful buttocks charming temperament big boobs Anjoo ,Young girl Big breasted saucy naughty Ella,Enchanting sexy petite deep massage Mary. 2560 Shepard ave Mississauga unit 1 .โ˜Ž๏ธ4379857899๐Ÿ‘…๐Ÿ‘…๐Ÿฆต๐Ÿฆต๐Ÿˆต๏ธ๐Ÿˆต๏ธ๐Ÿ‘„๐Ÿ‘„
  50. Funlooker:
    Introducing Funlooker - We are a high-class escort agency representing extremely beautiful, passionate, intelligent and sexual girls in Bangkok, Barcelona, Berlin, China, Kuala Lumpur, London, New York, Paris and Tokyo - funlooker.co
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