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House Calls With Dad
My father was a chiropractor and he did house calls. On Wednesday nights, while my mother attended the weekly women's meeting at the Odd Fellows and Rebekahs hall in our small town, dad loaded up the portable adjusting table, fired up the Pontiac and drove off to treat a few patients in their homes. I went with him.
AOM Residency at NUNM
Imagine you're a recent acupuncture graduate, worried about making enough income as you forge your new career and seek more in-depth training in a particular treatment style.
Correcting Rib Dysfunction: Improve Patients' Pain, Posture and Breathing
As chiropractors, we tend to focus on the spine, and rightly so. Many problems our patients face can be corrected by manipulating the correct spinal level.
Latest Cassidy Study on Stroke Risk Published
The latest study to investigate whether a unique association between chiropractic manipulation and risk of cervical artery dissection / stroke exists has yielded similar encouraging findings, with the authors noting "no excess risk of carotid artery stroke after chiropractic care" and no significant risk difference between patients receiving care from a DC or a primary care medical provider.
News in Brief
The American Association of Acupuncture and Oriental Medicine (AAAOM) board members recently met with the Korean Customs Service, which is similar to the FDA, to discuss herbal safety and importation issues.
A Brief History of Acupuncture and Oriental Medicine Doctoral Programs
A doctorate in acupuncture and Oriental medicine has been a goal of the profession since its beginnings in the late 1970s. At that time, however, the maturity of the educational institutions and the regulatory environment made it a goal with only a distant completion date.
Helping Patients With Parkinson's Disease
Parkinson's disease (PD), a long-term degenerative disorder of the central nervous system that mainly affects motor function, has a slow onset over time.
Spiritual Initiation: Opening Your Higher Healing Abilities
People drawn to the field of acupuncture and Oriental Medicine tend to be those who march to the beat of a different drummer.
Treating the Lower Pelvis (Pt. 2): Midline Structures and Fascia
My previous article [October 2016 issue] outlined evaluation and treatment of pelvic issues involving the sacrotuberous ligament and the pubic symphysis. Now let's discuss two case studies that illustrate how to address additional problematic areas of the pelvis.
Paperwork Done Wrong, Done Right
I was visiting a doctor's office recently and a member of his staff brought a stack of forms to his private office and laid them on the doctor's desk. She informed him he needed to complete the forms for patients and a few third parties.
Near-Infrared Therapy for Diabetic Neuropathy
The pain experienced by people with diabetes is a symptom of diabetic neuropathy. The impact on quality of life is significant. Pain makes walking difficult, sleep troublesome, and eventually contributes to a decrease in social interaction.
Reader Beware: Consider the Source
The aftermath of last year's presidential elections brought a running conversation on the role played by "fake news" that was largely presented via social media.
TCM & the Caregiving Population: Treatment Considerations & Our Vital Role
Informal caregiving is increasingly a reality for many Americans who find themselves providing unpaid care for a loved one or a family member with a long-term, terminal, or chronic illness.
Getting Unstuck: Healing From Trauma With TCM, Qigong & Movement
We all come into this world vulnerable, with seeds to grow into our strength. Some of us — through a combination of good fortune (i.e., family and culture we are born into, constitutional inheritance, or ability to learn) grow with minimal interruption from traumatic injuries and experiences.
Advancing the "Whole Organ" Spine Model
Historically, the human spine has been organized by body region utilizing specific anatomical landmarks and transition zones.
VF Works / DMX Works Epilogue: Almost Two Decades Later, the Lawsuits Continue
An article in the March 8, 1999 edition of Dynamic Chiropractic examined whether then-VF Works / Nu-Best Franchising was selling its franchises illegally to doctors of chiropractic.
ICA Goes on the Vaccine Offensive
Have you watched the vaccination documentary, "Vaxxed: From Cover-Up to Catastrophe," by Andrew Wakefield MD, director, and Del Bigtree, producer? This is the documentary Robert DeNiro was pressured to remove from his Tribeca Film Festival.
Waist Circumference: A Conversation Starter
New estimates suggest more than two-thirds of Americans are either overweight or obese. The medical significance of this statistic is astounding.
The Acupuncture Channel System (Part 2)
The primary channels (main channels) are introduced in chapter 10 of the Ling Shu, these channels are referenced in many chapters throughout the Su Wen and the Ling Shu. The primary channels have become the main channel system used in TCM.
Chiropractic in Texas Is Under Attack
The profession of chiropractic faces an unprecedented challenge in Texas, an attack that is more aggressive, sustained and dangerous than anything previously seen. The medical lobby has launched a coordinated, multi-front assault.
4 Things Every DC Should Know About Levels of Care & Prevention
As health practitioners, we help people with their health problems and assist them with health promotion and disease prevention.
The Large Intestine Official
The large intestine (AKA colon) is the great eliminator, or as J.R. Worsley called it, "The Drainer of the Dregs." Dregs are defined as the remnants of liquid with its sediment left in a container, or the basest, least valuable portion of anything.
November, 2007, Vol. 07, Issue 11
How Do You Retain Your Clients?
By Jenn Sommermann, LCMT
In my last column, I wrote about how to reactivate clients. You know, the ones who go missing for one reason or another. I hope it was helpful and your practice is experiencing the fruits of that labor.Now that those clients are back, how do you keep them? After all, the winner of the game is the therapist who has the greatest ability to attract and retain clients. Imagine if you didn't retain your clients, but wanted a thriving practice? It would be like trying to fill up a bucket with a big hole in it. No matter how much water you put in the bucket with a hole, it will never fill. Well, if you are not retaining clients, that is what will happen with your practice - it will never be full.
The bottom line to client retention is keeping them happy. Of course, that means different things to different people. However, in today's economy and stressful times, people are looking for something special and unique. People are looking to be treated in a certain way and consumers want an experience. Gone are the days of just being satisfied with an hour massage. Consumers are smarter and the number of therapists is growing exponentially. So, how do you set yourself apart from the myriad of others? What makes you special and how will you provide an experience for your clients?
I strongly believe the experience starts with the first interaction. Whether it's in person or over the phone, the clock starts ticking and the value of the massage is being tallied. Do you take the time to conduct a proper interview? Do you ask questions that show you care? Are you rushing to book the appointment? The answers to these questions tell the client what kind of therapist you are and what they can expect from future interactions with you. Similar phone protocol is imperative for on going clients as well. Do you return calls promptly? People will leave voice messages if they know you return calls in a timely fashion. If you are receiving hang-ups, chances are your time- management and phone skills need a makeover. If you are professional, caring, prompt and unrushed, your long-term therapeutic relationship is well underway.
The next phase of the experience happens during the treatment time, but before hands-on. How do you greet your client? Do you remember (or write down) the things discussed during the interview or do they have to repeat everything? Do you remember what you did with them during their last visit? Do you have the table prepared the way they like it (abdominal pillow, face cradle, etc.)? Do you listen to them? What extras do you provide at the office? Do you offer water after the session or teach them exercises to do at home? All of these little things add up to a richer, fuller hour of care.
The massage itself is up to you. Your work is your own and it must be nothing short of awesome to keep people coming back. However, my area of expertise is business so I won't go into how to give a good massage. That's your job.
Follow-up is another key to client retention. Whether you do a 24-hour follow-up call for a new client or send a monthly newsletter to an existing one, the continuity is imperative to long-term success. It's so easy for you to slip from people's minds; you must stay at the forefront at all times. Birthday cards, newsletters, follow-up calls, reminder calls and holiday greetings are examples of ways to keep in contact. If you don't believe how effective this can be, allow me to provide a real-life example. Every month, I send out an e-mail newsletter. As I recently started another new practice, this has only been happening for about six months. The last two newsletters got amazing results! Three clients e-mailed me back within minutes of receiving my newsletter to book appointments, for two months in a row. They commented that they loved being reminded of me, couldn't believe it had been a month since their last massage and appreciated how easy it was to hit "reply" and book an appointment. Whatever method you choose to stay in touch, the premise is that you still are thinking about your clients long after the hour massage is over. The dollar value of the treatment is being extended beyond the 60 minutes, and the experience is still continuing.
Retaining clients is the key to the ultimate success of your business. It costs far less money to keep your existing clients happy compared to drumming up new business. It takes less emotional energy to work with an existing clientele, and it's just plain easier. Business peace of mind comes when the clients are happy with your work, pay you a fair amount of money and reschedule for many, many years.
Click here for previous articles by Jenn Sommermann, LCMT.
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