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News in Brief
New President / CEO Takes Office at Yo San University. Electroacupuncture for Constipation?
A Q & A About Updated Codes
Yes, indeed there was an update to ICD-10 on Oct.1, 2016. This is a regular update to the diagnosis coding system and this type of update will occur every Oct. 1, just as it did when the ICD-9 system was in place.
A First for the Profession: CCE Accredits First Chiropractic Residencies
The Council on Chiropractic Education (CCE) has awarded accreditation to all five chiropractic residency programs currently administered at Veterans Administration facilities, "the first residency programs in the nation ever to be awarded this distinction, a significant advancement in the evolution of chiropractic education," according to a VA press release announcing the milestone.
Another Chance to Make a Difference
Just a few months ago, "the worst natural disaster to strike the United States since Hurricane Sandy" hit Louisiana. During this storm, one area experienced 31 inches of rain in 15 hours as almost 7 trillion gallons of water rained down in just one week across the state.
Can a Multivitamin Reduce Breast Cancer Recurrence?
There is a great deal of controversy regarding the value of multivitamin supplements in cancer prevention. However, with respect to preventing breast cancer recurrence, an important study was published in the Journal of Breast Cancer Research and Treatment in 2011 by Kwan ML, et al.
Branding: Set Your Practice Apart
Dr. Brad started his practice seven years ago on a shoestring budget. He created his generic logo in five minutes using a website because he didn't have the time to figure out how to make something special.
Little Sticker, Big Impact
It's the end of an election year. Hilary Clinton and Donald Trump were the subject of conversation for everyone, everywhere for the entire 2016 calendar year. I don't think any of us can deny that this election affected us all very deeply on a personal level.
End of an Era Looms at NYCC
New York Chiropractic College recently announced that Dr. Frank Nicchi will retire in August 2017 after 36 years with the college, the past 17 as president.
Herbs for Digestion: The Power of Bitter
Many cultures (and indeed herbal clinicians) around the world have long respected the role of bitter herbs and foods for promoting digestion. For example, aperitifs – drinks consumed before a meal to stimulate appetite and digestion – were originally derived from bitter herbs.
All Fiber Is Not Created Equal
Sometimes the best place to start is at the end. So, the conclusion of this article is that all fiber is good ... but some fiber is better. Let's break it down. There are two main types of fiber: soluble fiber and insoluble fiber.
DVT: Know the Signs and You Could Save a Life
I lost a friend several months ago. He died from a pulmonary embolism (PE) secondary to a deep-vein thrombosis (DVT) that originated in his lower leg. Bobby was in his mid-60s, soft-spoken and had a big heart.
What We Can Learn From Spine Surgery
Patients with lumbar stenosis presumably present for conservative care to improve their quality of life and avoid surgery. However, providing clear guidance to these patients can be difficult for a number of reasons.
Overuse Injuries in Young Athletes (Pt. 2)
Most overuse injuries are benign, but there are some high-risk injuries that, if unrecognized or inappropriately treated, can result in significant loss in time from the sport or even require leaving the sport.
2016: A Year in the Life of Acupuncture
Happy Holidays, may you, your family and friends have peace, joy and blessings throughout this special time of year. As 2016 comes to a close, we can look back and celebrate the many events and accomplishments for the profession of acupuncture.
Chiro School Reunion: Whatever Happened to...?
I opened the door to the closet slowly, carefully, since I knew it contained a large number of precariously stacked file boxes. It also held numerous outdated gizmos with electrical cords of various lengths that could trip or strangle a person.
A Simple Protocol for Holiday Stress
It's winter, a time when we should be deep in reflection, eating warming foods and sleeping long hours. Following nature's rhythms, we restore our bodies and minds in preparation for the renewal of spring.
6 Steps to Make 2017 Your Best Year Yet
People often ask me what defines success. Success, for me, is simple: doing exactly what you want to do in life. Whether it's the kind of practice you run, your life at home, your hobbies or something else, it's achieving anything you put your mind to.
Dedicated to Defending Chiropractic
Whether you're a veteran DC or a first-trimester student, the name George McAndrews should be part and parcel of your professional vernacular, as familiar as the word chiropractic.
Meshing TCM With Environmental Pediatrics: Where's the Overlap?
Pediatrics has a long history within Chinese medicine dating back to the late Han dynasty (i.e., the late 200s CE), with the two primary areas of emphasis being herbal medicine and xiao er tui na (pediatric massage).
Assessing Core Stability and ROM: 5 Basic Checks
One of the first steps in addressing core stability is assessing static posture, ranges of motion, and motion of the pelvic bones, sacrum, femurs, lumbar spine and thoracic spine.
Southwest Acupuncture College Brings It to Division 1 Athletes
When Michael Phelps' photograph with the distinctive round marks left by cupping went viral, the Division 1 student athletes treated through the Dal Ward Athletic Center at the University of Colorado (CU) could relate.
A Letter to the Profession from the New President at AAAOM
Volunteering for a national, nonprofit organization brings with it such highs, lows, and accomplishments, as well as a steep learning curve.
Molecular Motors: Tiny Machines Behind the Rhythm of Life
In the clinic, we aim to restore healthy patterns of movement for qi that has gotten trapped or misdirected, or may have even collapsed. We may be focused on freeing stagnation, releasing heat or redirecting counterflow qi, but it often comes down to helping re-establish a flow of sorts.
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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