Over the phone questions

[The Lemur]

Right now I am still definitely in the process of building my clientele. I've had quite a few calls lately where people ask me what kind of massage I do, my rates, and how early they need to call in advance to make their appointment. Although I almost always am able to book the same day, when people ask this over the phone (they don't give the impression they're wanting to book the same day anyway, just that they want to know for when they do want to book) I tell them to call a day or two in advance so that I can "fit them in". I don't want to give the impression that I have a very empty schedule, and I also don't want people getting in the habit of calling the SAME day they want a massage and expecting to be able to get in. Maybe I should say something along the lines of "Usually it is good to call at least a day or two in advance, though sometimes I may be able to get you in the same day." What do you think? I know there are others of you out there that are just starting and are in this same position.

Also, are these the type of people that are just "shopping around" or are they sincerely considering booking an appointment?

 

[Humm4it]

A good compromise would be to offer one specific time on that same day, then another option a few days out.

I usually book nearly full 2-3 weeks out, but often start the week with one or two openings left. I tell people that if they are very flexible with their schedule, I can usually get them in the same week, otherwise expect to book 2-3 weeks ahead.

 

[campus cutie 09]

I answer that question with a question of my own: "When would you like to come in?" This way if they're just shopping around, they will tell you something like "I'll have to call you back" but if they are wanting to book, they will know to do so.

that's a great idea... these phone calls usualy catch me off guard as well, leaving me wondering how else i might've worded my response.[/i]

 

[marvlwoods]

Hi Sheb

I agree with the others; some ppl are just shopping around--but some actually do want to schedule an appointment.

For questions on rates, I simply tell them. For questions about how far in advance to schedule, I simply say "as soon as you know what your schedule looks like, because our schedule fills quickly" or something like that I tell people that sometimes the unexpected happens and someone has to cancel and I can fit them in on shorter notice, but that we typically tend to schedule several days (if not a week or more) in advance. I think your response is fine.

I do what Pete does--just ask them what day or time they had in mind. They'll either specify a day (in which case, the response we use is "great! Would you like afternoon or evening?" And then offer 1-2 time slots on that day, even if your day is completely blank. It keeps you in control and it keeps you from appearing not-busy to the clients.)

If, instead, they specify a time period like "any time after 6 this week" or "something in the evening toward the end of the week", then you can repond with "how about Thursday at 6.30?" or whatever. Again, keeping it specific.

Hope that made sense LOL. My brain is jumbled today
Good luck with your practice building! It takes time but it's worth it!
Hugs,
~Jyoti

 

[Gentleman]

Pete, I would've never thought to answer that question that way, but that it is a good idea. I think I might try that on a few of these calls and see how it works. When they ask, "How far in advance do I need to book?" I might try saying, "Did you have a day in mind?" I think I am also going to start telling people that I sometimes have a couple of openings the same day. I'll see which response seems to go over better.

I am six months in now, and it seems like I get all these people that seem so interested, but then they never come in for their first appointment!

 

[offilla]

There was a great little article in this month's issue of Massage Magazine about how to handle those types of phone calls. There were some wonderful tips. For instance, when someone calls asking about your prices, instead of just saying what your fees are, say something like "I'd be happy to give you information, my name is ____. May I ask with whom I am speaking? Once you have their name, say , ____ I'm so glad you called. May I ask how you heard of me?" (Telephone Your Way to Prosperity, Judith Koch) Then ask why they are looking for massage services, what type of massage they prefer. All before you tell them your fees.

On the last note about telling a client you are booked when you aren't isn't a good idea especially when you are trying to build your business. For example, if 90% of every client who comes in to see you becomes a repeat, then accepting a last minute when you can will help your business. Telling a client you aren't available when you are only puts them off and they aren't going to have the mindset "Oh, he/she is so busy, they must be a good therapist." Instead they are likely to call somewhere else that will have a time slot for them. You may think those aren't the clients you want but if you are a good therapist they will usually return for your services.

 

[shiva11]

Telling a client you aren't available when you are only puts them off and they aren't going to have the mindset "Oh, he/she is so busy, they must be a good therapist." Instead they are likely to call somewhere else that will have a time slot for them.

I am sure some callers are like that, but not all. I often get the "you must be good!" comments when I say I haven't got anything on a particular day for 4 or 5 weeks, and they usually book (Thusday is my booked way in advance day, everyone asks for Thursday, but I can often fit them in on another day in a week or so and they usually will take those) So it can work well.

Plus there is the whole avoiding clients looking for extras thing too, so unknown callers don't get an appointment within 48hr of the phone call anyway with me. Confused clients looking for more than a massage are usually looking for something ASAP. They're certainly not the clients I want. I work alone, so saftey first and all that, though it's not that much of a saftey concern, I just can't be bothered dealing with the whole confused client syndrome.

 

[blueflamex171]

I don't want to put anyone off either, but accepting a client right away can open a few different cans of worms. I agree with melb, and I have taken plenty of phone calls from clients looking for those types of services. Even if the client is looking for a legitimate massage, you don't want to let them get used to being able to just call up and schedule an appointment whenever they want. I call these people "MODs" or Massage-On-Demand people--our (upscale, new money) area is full of them--the kind who want-it-now. I have found that those people do not plan ahead and thus whenever something better comes up, they cancel or no-show. It seems to be a phenomenon of, "if they made the appointment that fast, they can cancel that fast" kind of thing. I know this may not make sense, but maybe y'all know what I'm talking about

If someone is calling to ask for prices, I may or may not go into exchanging names, how they found me, etc. This may work on many prospective clients, and I have done this myself. But I have also come to realize that there are also many ppl who are just price-shopping, and they want to obtain the info they're after and compare you, by the numbers, to the next person on their list. So, it depends

Hugs,
~Jyoti

 

[Tom J]

Fortunately, in the eight years I have been a massage therapist, I haven't hardly had any of those problems that are mentioned. I have had one client that made me feel uncomfortable and didn't work on him anymore. And maybe only three callers in all these years who I can pick out who likely wanted more. So I can understand if there are those of you who have a lot of those kinds of problems--I probably wouldn't accept same day appointments either. From reading some of the problems the therapists on this board experience, I do feel blessed.

I'm not trying to brag but where ever I end up working, I get a full clientele pretty quickly. Even now working in an upscale neighborhood in San Diego I have always taken the 'want it now' clients when I had the time and it has always been to my benefit because they usually become repeats. People won't know you are worth the wait if they don't know your work. Just because a client wants to come in today doesn't always mean that is how they will always expect to book with you. But here again, I am only speaking from my experiences. Also, if you are having a LOT of repeat cancellations, then it's time to look at the business itself and not blame the client.

For me, when I am looking for a massage and only have certain days I can receive (and I do call at least two weeks in advance) and there isn't an opening, I do go on to the next number on my list and maybe try the busy therapist at a later time. Only the therapists who I have seen whose work I enjoy do I re-schedule something before I leave their office.

Sorry if I mis-understood your post Pete. But from reading some of the past posts from this board there are those therapists who will lie and say they are full to make it seem they are really busy and they aren't. From my personal experiences that seems counter-productive.

 

[GRACE Q]

On the last note about telling a client you are booked when you aren't isn't a good idea especially when you are trying to build your business.

Your point is a good one, but I feel I should clarify my original statement. At no point did I intend to imply that you should turn away business that fits into your schedule. My point of telling people that you are GENERALLY booked in advance is to let them know that 1. you are busy and 2. that they would be aware for future reference that they should book in advance and not form the habit of calling at the last minute and expect to always be able to get in. This is also why I find out what they are looking for schedulewise rather than rattle off however many openings there might be still in the week.

:iagree:

I never said at any point that I tell people that I'm "booked". These people are asking how far in advance they should schedule. I say it would be good to schedule a day or two in advance, and that is definitely preferable. If they call the same day, they might not get the time they want. That does not mean I'm booked, and that keeps people from thinking they will always be able to schedule the same day. And if people ask if they can book that day, I ALWAYS give them a couple of time slots that are available, but if I have no appointments that day, I'm not going to give that impression. I believe that you should start acting now for what you want to happen in the future. If you want to be successful, you should start acting like you are successful now. I think that is the way to attract more people.