resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
CMT & Stroke Risk: Myth vs. Fact
By now, most of you have probably heard that the American Heart Association recently published a statement regarding the association between cervical dissection (CD) and cervical manipulative therapy (CMT).
Simple Ways To Find True Happiness
Patients in our clinics are always seeking happiness. As their health advocate, we need to ensure we inform them that in order to find happiness, they have to make sure to identify what makes them happy in the first place.
Essential Orthopedic Testing: Tests That Involve Standing on One Leg
Since these tests have a common mechanism of performance (standing on one leg), there are differential diagnostic concerns during testing. The tests cannot be completely isolated from each other for performance.
Jingei Diagnosis: An Effective and Powerful Diagnostic
I graduated from the Kotatama Institute under the direction of Drs. Masahilo and Katsuharu Nakazono in 1984. As a student, I was exposed to the practice of most of the various theories and modalites of Oriental Medicine.
Dr. George Goodman and His Legacy to Logan University
Those who knew him called him a revered leader, a visionary and one of chiropractic's biggest advocates. George A. Goodman, DC, Logan University's sixth and longest-serving president, passed away on Sept. 9. He was 70 years old.
Managing Today's Fertility Patient
I recently received an email from one of my fertility patients: "Got my lab results back. FSH is 11, AMH is 0.7. My doctor said these numbers aren't good. I guess I'm infertile. Just as a thought. Just set up an appointment to speak with an adoption agency."
The Tao of Gender
If you think gender is as simple as having a new client check off the "male" or "female" box on your intake form, we hope this article will expand your understanding and thus the reach of your health care.
Pulse Diagnosis: What We Know
I am still finding pearls of wisdom from the books and papers that I inherited from my pulse diagnosis mentor Jim Ramholz.
Sports Science: What's in That Drink?
Athletes frequently ask me what the best liquid is to drink during exercise – water or a sports drink? Water provides the necessary hydration, but unfortunately, it lacks the key nutrients to aid in performance and recovery.
Lime Jello on Morphine
Taste is in the eyes... actually the mouth... of the beholder. My food preferences have changed, lightening from the food of my youth. My parents loved heavy eastern European cuisine and I loved it as a child. Now I enjoy leaner, healthier whole foods.
Correcting Pelvic Rotation Around the Long Axis: Adjustment Protocol
The pelvis can be considered a ring that can misalign on the sacrum rotating around the long axis. The following is a description of an adjustment that helps to correct sacroiliac rotation around the long axis.
Communication 101: Please Explain Yourself!
Twice this past week, I overheard conversations about chiropractic. As you can imagine, it is a topic my ears naturally pick up. In both cases, a patient was talking to a friend about their experience with a chiropractor.
The Case for Immunization
As long as I have been a chiropractor, I have seen many in this profession oppose vaccinations. Indeed, it has often been taken as a "given" that to be a principled chiropractor requires a curmudgeon's willingness to hold aloft that banner of opposition.
The Wonders of Light Therapy: An Interview with Wes Burwell
I first met Wes Burwell in 2011 when he was teaching a class on light. Since then, every time I hear him speak, his understanding of the benefits, function and capacity of light has evolved.
Commingling Money: 12 Questions for the ACA About the CHAMP / NCLAF Merger
The American Chiropractic Association recently announced it was merging the National Chiropractic Legal Action Fund and the Chiropractic Health Advocacy and Mobilization Project into a single entity that will support both legal and legislative actions.
A Commonly Missed Spinal Fixation: The Upper Lumbar Spine (Part 2)
As mentioned in part 1, using a flexion-distraction table is a great way to unlock this particular fixation. You have found the stuck segment. You have determined whether it is unilateral, midline or bilateral.
Chiropractic Research in Review
Predicting Pain With Disability in Office Workers; Traction Approaches for Discogenic Cervical Radiculopathy; Intra-Articular Gas Bubbles Following Manipulation; Nonresponsive Chronic Ankle Sprains: Think Tendon Rupture.
The Heart Protector
On the physical level, the Pericardium is a double-layered sac of fibrous tissue that envelops the Heart. The space between the layers is filled with serous fluid that protects the Heart from external shock or trauma and lubricates to allow for normal Heart movement.
To The Finish Line With the Help of TCM
When acupuncturist Eddy De Smedt pursued a career in Traditional Chinese Medicine, he knew he wanted to make a difference.
Managing Patient Expectations About Acupuncture
Last year, I attended the Pacific Symposium in San Diego for the first time in six or seven years. It was the 25th anniversary of this event, and on one evening there was a panel discussion with the title; "What is Qi?."
Healing With TCM at San Quentin State Prison
For the prisoners at San Quentin State Prison, life-sentences are the reality of every day life. It is not often that prisoners get the opportunity to use alternative medicine to deal with common ailments they encounter behind bars such as, depression, anxiety and pain.
Uncle Sam Needs You (Part 2)
Where chiropractic care has been used in the military health services, it has been deemed very successful.
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 more information about Jenn Sommermann, LCMT.
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