resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Women's Hormones: A Western & Eastern Perspective
Sometimes it may seem that you require a degree in medicine to understand hormones and how they function.
Raditation & Your Smartphone: Is it Worth the Risk?
If radial arteries could talk (and in my experience they can to some extent), they would say, "Step away from the smartphone." At least that is the message I am receiving loud and clear as I feel the pulses of many patients.
Is It Time to Rethink Mental Illness? (Pt. 1)
Invariably, patients will ask their chiropractor about depression or various mental illnesses. Some practitioners will reflexively offer a cervical adjustment, suggest St. John's wort or contemplate a referral to a specialist.
Taking the Chiropractic Message to the Press
"There is no better place on earth to have a news event," the National Press Club boasts, and it's easy to understand why: Every year, the 108-year-old Washington, D.C.-based organization hosts countless press conferences on the hottest topics impacting America and often the world.
Why I Quit Doing House Calls
My father was a chiropractor who did house calls, so when I became a DC, I figured doing house calls was part of the job. My March article recalled my experience as a small boy, accompanying my dad while he went to patients' homes to treat them.
A Daily Strategy for Heavy-Metal Detox
In modern society, we are constantly exposed to heavy metals such as cadmium, lead and mercury. These heavy metals have no essential biochemical roles in our body, and conversely, can cause us a great deal of harm if they build up to toxic levels.
A Major Role in Back Pain: The Multifidus
Back pain affects roughly 80 percent of the population at one time or another and is one of the leading causes of doctor visits.
An Integrated Approach to Chronic Pain
Findings from a unique Medicaid pilot project in Rhode Island involving high-use Medicaid recipients from two health plans were recently presented to the state's Department of Health, demonstrating stellar outcomes with regard to medication use, ER visits, health care costs and patient satisfaction.
News in Brief
ACA Adopts New Governance Model; ACA 2017 Awards; CCA Helps Calif. DCs "Share the Love"; $1 Million to Help Advance the Profession; D'Youville Raises the Bar on Anatomy Education; ErRatum.
Is the New Medicare Reporting Exemption Right for You?
What you've heard is not a rumor – there will be exemptions for providers of Medicare patients, with no penalties assessed for offices that do not do Quality Payment Program (EHR, PQRS, MACRA and MIPS) reporting.
Creating Good Business Buzz
What do patients really think about working with you? Rarely do you hear the whole truth. Those who improve may be candid in their gratitude.
Give Yourself the Digital Advantage
When you see this article in the print version of this issue and swear you read it already, don't be alarmed: you probably did. That's because by that time, the May issue will have been available online in digital format for three weeks.
Universal Design: Principles & Practice
In many respects, universal design serves as the core of ergonomics. It's also a good tool to use when designing a return-to-work program for injured and/or ill patients. Let's take a closer look at universal design and why it should matter to you and your patients.
An Unexpected Diagnosis: The Result of Lacking Communication
A couple years ago I had a case that showed me the importance of open communication between health practitioners. We need to show up with less fear, and let go of our judgments so we can do better for the patient.
The Visual Error Scoring System: A Concussion Tool
Postural stability and oculomotor function are the most easily recognized physical indicators of neurologic motor dysfunction associated with concussions.
Clearing Blocks: A Way to Improve Cosmetic Acupuncture
As a Five Element acupuncturist who teaches facial acupuncture classes nationally, I was surprised to learn that one of the basic principles I was taught in school is unfamiliar to most acupuncturists.
New Relationships, Old Trauma: AOM & Other Healing Strategies
Being in love is one the most beautiful and enjoyable experiences. Most of us are willing to pay almost any price to have that experience, and still often find it elusive or fleeting. Navigating the ups and downs of loving relationships are often challenging — even for the most psychologically balanced among us.
Eczema & Acupuncture: A Sound Solution (Part 1)
Eczema affects approximately 3.5 percent of the global population and is one of the most common skin complaints seen by dermatologists.
Bill With Confidence: Learn What to Collect
Q: I am trying to understand what I may collect from my patient when there is insurance. Do I have to accept the amount allowed by the plan or may I collect up to my billed amount? Please note, I am not a member of any insurance plan.
Balancing Spring Challenges
As the winter months come to a close and warmer spring weather appears, patients may begin to present with new challenging pattern presentations.
March, 2014, Vol. 14, Issue 03
Developing a Solid Foundation: Client Retention Techniques
By Daniel Ruscigno
Successful massage clinics have several things in common, but perhaps the most important is a large and loyal client base. When talking about techniques to grow the business, we tend to focus on the "large" aspect of the client base, that is, on strategies to attract new clients.However, it is important to remember that "loyal" is equally, if not more, important. Why is that? Acquiring a new customer can cost five to sixteen times as much as retaining a customer (source).
Before discussing techniques to improve client retention, it is important to understand why clients leave in the first place. Almost always, it comes down to poor service. In fact, up to 82% of consumers stopped doing business with an organization due to poor customer experience. For massage clinics, common poor customer experiences may be: an unpleasant or unknowledgeable therapist, an uncomfortable treatment environment, or an appointment not starting on time. Additionally, clients are often lost due to the failure of the clinic to follow-up to schedule additional appointments.
With some understanding of why clients leave, we can focus on how to get them to stay. Clearly, the most important factor in client retention is superior service. This begins with the necessities: maintaining a highly knowledgeable staff and a focus on friendly, personalized experiences. First, you want to ensure that you have created a relaxing environment for the client – hygienic, warm and overall comforting. You want your client to associate your clinic with relaxation. Because each client is different, be sure to ask if they are comfortable before beginning the treatment.
Along with a comfortable environment, you want offer a highly personalized service to your client. While clinical basics of personalization involve understanding the client's source of discomfort, you want to go above and beyond to demonstrate that the client is important to you. One technique is to include personal notes along with treatment notes so that you can ask about children, offer them their favorite drink when they arrive, wish them a happy birthday or ask about a vacation they recently went on. Remembering important people and events can really make your client feel special and that will keep them coming back.
While personalized service and a comfortable environment are important, often the most frustrating experiences for a client happen outside of the treatment room. A professional clinic will reply to emails and phone calls in a timely manner. Not only is this important for showing the client that you value them, but it is also important for booking appointments. Clinics are also trending towards self-serve options like online appointment scheduling, so the client can book an appointment online at their own convenience. Lastly, something we have all experienced at one time or another is a prolonged wait in the clinic waiting room. It is important to respect your client's time and keep your clinic operating on schedule.
On top of offering outstanding customer service, a clinic should be proactive in booking follow-up appointments. That means not relying on the client to remember to book their next appointment, but rather reaching out to them yourself. The best technique for booking additional appointments is to ask the client to schedule their next visit as they are leaving their appointment. For those that opt not to book right away, many clinics make use of recall post cards. Recall cards are mailed to clients and often contain information on the health benefits of massage therapy, that they are due for their next appointment and where they can call or go online to book their next appointment. Practice management software will often automatically keep track of which clients are due for their next appointments and even email them on your behalf.
It is also important to stay in contact in between appointments. To do this, many clinics have adopted use of social media like Facebook or Twitter, as well as email newsletters. By frequently sharing your expertise, along with relevant and interesting articles and clinic promotions, clients will have repeated exposure to your brand, which may lead to increased appointments.
Lastly, it is important to ask for feedback. The only way to really know what you are doing well and what could use improvement is to ask your clients directly. Satisfaction surveys are great at capturing this data, but you will also want to talk directly with your clients (and especially with those that left).
While lost clients are inevitable, with a clinic-wide focus on a great customer experience and integrating smart business practices, your clinic can be truly successful.
Daniel Ruscigno is the co-founder of ClinicSense (previously PatientCal). ClinicSense offers practice management software that helps with scheduling, soap notes, billing, electronic insurance claims and more. For more information, visit www.ClinicSense.com.
Join the conversation
Comments are encouraged, but you must follow our User Agreementcomments powered by Disqus
Keep it civil and stay on topic. No profanity, vulgar, racist or hateful comments or personal attacks. Anyone who chooses to exercise poor judgement will be blocked. By posting your comment, you agree to allow MPA Media the right to republish your name and comment in additional MPA Media publications without any notification or payment.