We Asked: What is your best client-retention method?

Here is what you told us...

Simply listening. My job is to ask the client what he or she needs and wants to gain from each massage, and then I carefully listen to the answer. I pay attention to a client’s response, both verbal and nonverbal, regarding such things as music, aromatherapy or depth of pressure. A client that feels heard is a happy client.
Maryanne Gilbert
Golden, Colorado

Constantly delighting them. I give them a little over an hour if their treatment is for a 60-minute massage, it makes them feel like they are special, and of course they are! We also hold, once a year, a client-appreciation event, with seated massage, great food, a live harpist and specials offered to those who attend.
Cindy Poirier
North Attleboro, Massachusetts

Offering a pre-pay package. Buy five sessions of any length and get one of equal length free. Buy 10 sessions of any length get three of equal length free. The client pays for all of the sessions in advance and signs off on each one when used. Clients love it because they get free massages, and they don’t have to pay each time they come in.
Chelsie Binsfeld
Sauk Rapids, Minnesota

I send out happy birthday postcards to clients in my database during their birthday month, offering a discount on a 60-minute massage. The discount is good until 30 days after their date of birth. I’ve [had] clients, many of whom I haven’t seen in many months, return for bodywork using the discount and then schedule three or four more regular sessions afterward. I believe in showing my regular clientele my appreciation for their business.
Michael Jacobus
Seattle, Washington

I treat my clients as I would like to be treated. I take the time to really listen to my clients, and find out what their goals are. I make sure to schedule my clients with enough time in between to have extra time to talk with them and educate them on what will help their results to last. I give new clients a phone call in the evening to see how they’re doing. I also follow up with them a couple of days later to see what their results are and to get them rescheduled.
Nicole Scheidecker
Glendale, Arizona

A genuine and sincere interest in the client’s health and well-being. Taking a little extra time to have a pre- and post-massage consultation helps me to achieve this goal. I tend to communicate very little during the massage, which most clients seem to prefer. Therefore, an open discussion prior to the massage and directly afterward allows the opportunity for any questions and any comments. It is also a good time for me to reinforce suggestions about extending the benefits of the massage and increasing water intake, and to demonstrate stretches to the client.
Dennis G. Ditch
Butler, Pennsylvania

Sending thank-you notes. Preferably handwritten ones. This shows how much you appreciate your clients, and everyone likes to feel appreciated.
Dwayne Crandall
Waterloo, Iowa

Being a customer-service-oriented business. I have set policies on missed or late appointments, but I am also fair and flexible and realize that sometimes life happens. Most people will admire you because you put their best interest first before your wallet.
Jack Ogden
Greenville, New Hampshire

Educating my clients. I like to explain to them what their dysfunction is, what techniques I am going to use and what they should expect to feel from my efforts. I also tell them what to do as far as homework in between massage sessions to help alleviate pain. While they may not come back as often due to my education of them, I have gained their respect and have gotten more referrals because of it.
Bob Storey
Largo, Florida

Continuing education. My clients appreciate the fact that I take the time to learn more about their problems and ways to ease their pain. The clients [then] become more active in their own care as well.
Susan Hubeny
Atlanta, Georgia