trying to create policy page/welcome packet and need advice

[Chase]

I am trying to create welcome packets to send out to new clients. Do many of you do this? What I am planning on putting into them:
-welcome to the practice letter
-making the most out of your session brochure
-sheet on prices/services offered/special offers/gift certificates
-most current newsletter
-business cards with a note about referral bonus
-what to expect during a massage brochure
-intake form and 2 copies of business policies (with a note asking them to fill out the intake and sign one of the policy sheets and bring to their appointment. the second copy is for their info)

Is there anything else that I should include? I will send these out a week before their scheduled appointment, unless there is not that much time before they come in. Then they will be given the packet at their appointment (and just asked to come in 10 minutes early to fill out the paperwork).

As far as the policy sheet goes, what I plan to have on it is:
-late/cancellation/no show policy
-sexual contact/harrassment policy
-asking to have cell phones on silent during treatment
-payment expected when services are rendered

Is there anything else that I should include on that page? My brain isn't quite working and thinking of anything else. I have not had any issues yet, because I've only been working on people I know, but hopefully that will be changing soon, so I want this stuff down before something happens!

Thanks for all of your help.

 

[mcafton]

Policy sheet is where I have referral rewards and HIPAA compliance explained.

 

[BiancaC]

You may enjoy this info from Providing a Reminder Notice to Scheduled Clients.

Scroll down to pixielady's posts.

Our policy is as follows:

Day -1 = Reminder call
Day 0 = Massage
Day 1 = Thank you card
Day 3 = New client welcome packet
Day 21 = First newsletter (we put out 4/year, so whichever is current is sent)
Day 45 = Holiday offer (whichever holiday is closest, usually a free 15-minute upgrade certificate)

After that we send the usual newsletters as they are printed, holiday cards for the major holidays, and a birthday card.

I mention this schedule because the pre-session confirmation call is part of it. The only time we don't do the call is if it's been less than four or five days since booking.

We've found this spacing allows us to contact the client and keep us in their thoughts without being overbearing or annoying. Our goal is to have our clients think of us first when massage is mentioned and get regular massages, rather than just once or twice a year. We become friends and many clients appreciate the subtle reminders.

1) Welcome Letter
This essentially is similar to the thank you letter that they have received or will receive.


2) About Us
Biographies, information about the company


3) Treatments
A list of the treatments we offer as well as prices


4) Referrals
About referrals, benefiting CLIENT, as well as special offer


5) Preparing for a Treatment
Article on how to prepare for a treatment


6) How NMT Works
Article on NMT


7) What We Can Help With
NMT things we can help with


8.) For Businesses
Things that we can do to help them improve their business

9) Gift Certificates
Examples of gift certificates


10.) Business Cards for THEM


11) Business Cards for FRIENDS


12) How to talk your boss into letting us come out to the office


13) Policies


14) Most recent (not current) newsletter (they are quarterly)


15) Offers from a dermatologist and chiropractor that I partner with for marketing stuff frequently


All of this is placed in a two pocket folder (no prongs) and mailed in a large manilla envie. The welcome to the practice letter is, of course, the first thing they'll see.

How much it will cost will really depend on what you put in it... http://www.usps.com lists the current rates/oz. Make one up, take it to the post office to weigh it (or do it at the office if you have a meter) and write down the cost to mail that packet, and the next higher cost in case you add something just to be safe. The type of folder you use, the stock of paper you print on, etc. can all add up ounce-wise (though not as much as you'd think) and the last thing you'd want is a client with "poseforum.xxxe due $0.04" waiting for them in their mailbox!!!

If you don't want to spend the extra money, a simple "welcome to the practice" letter is a good alternative. That one's easy to answer - $0.37! I think either on bodyworkbiz.com or in Business Mastery there is an example about patients in the same doctor's office who were polled about their experience and the ones who received the letter were more satisfied by a great degree.

Now - Some people don't get the WTP kit... if someone was sent a gift certificate for a half hour, decides not to upgrade, and is very "massage is expensive, wah wah wah" I tend to just send the Thank You letter and leave it at that.

One thing I have found very VERY helpful in my client relations is the book "How to Win Friends and Influence People." Sounds hokey, I know. I had read it a long time ago and was like, "Yeah, whatever," but I read it again this year and put some of the suggestions in order and WOW... what a difference. If I had done that last year I'll bet some of the "gift only" clients would have become regulars.

Whether it's imperitive for gaining regular clients or not, I don't know. Since I hung up my shingle (so to speak) I've only had 7 clients not rebook (4 were from out of town!), and most rebook on a monthly basis. There doesn't seem to be a big difference based on the WTP kits. HOWEVER - I have gotten a LOT more referrals since we put the system in place (TY Card, Kit, Offer, etc.)

I hope that answered some more questions. I'm not surfing online a whole lot lately (too much to do!) but I'll try to check back in the forums soon - lots of good info!!!