resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Let's Speak With One Voice in 2015
For the longest time, the chiropractic profession has attempted to achieve some form of unity. On a political level, this was characterized by an ultimately unsuccessful two-year merger effort between ACA and ICA leadership from 1986-1988.
Mind-Body in Motion
A central goal of low back pain treatment involves the correction of dysfunctional movement patterns believed to be responsible for spinal overload.
Acupuncture and Homeopathy: Bioenergetic Brothers
Acupuncture and homeopathy share an important healing principle: bioenergetics. "Bio" means "life," so bioenergetics is literally "life energy."
Are You Really a Healthy Eater?
I always giggle a little bit (to myself) when someone comes into my office and informs me that they are a healthy eater. What exactly does that mean? Does that mean they eat sugar in moderation? And what's that, exactly?
Help Your Parents Stay Engaged
As much as parents may wish it were so, children do not come with an instruction manual. There's no "how to" that can be followed and no two children are alike, so what works with one generally won't work with the next.
Finding Balance in the Clinic
This past December, I celebrated 11 years in practice. I seriously don't know where the time went. I feel beyond blessed and grateful to be practicing our profound and beautiful medicine and to be helping guide my patients restore a state of optimal health.
Unlevel Pelvis in the High-School Athlete: Exploring Causes and Effects
The unlevel pelvis is all too common in the high-school athlete and if not detected, will likely cause a lifetime of musculoskeletal issues. Any provider who doesn't look for this common finding is missing critical information.
Leaving Footprints on Capitol Hill: Tribute to Dr. Kenneth Luedtke (1930-2014)
It was with great sadness that I heard of the passing of Dr. Ken Luedtke.
The Conscious Evolution of Healing, Part 2
The idea of transmission is very important in the Chinese medical classics. According to author Claude Larre, the ancient Chinese were highly interested in the connection between things. Nothing was looked at as an isolated entity.
The Top Seven Website Mistakes Clinics Make
The majority of acupuncture clinics finally have a website for their business. Having a website is crucial for being found online through Google, Facebook and review sites like Yelp.
Neuroscience: Where Western Medicine and Chinese Medicine Can Come Together
The recent advances in neuroscience are truly incredible. With this expansion of scientific knowledge, I would like to see even more research into the neuroscientific basic of acupuncture and Chinese Medicine.
Old TCM Sayings: Treat the Front to Treat the Back
Chinese medicine college was, and always will be, a memorable time. It was a time of massive personal and professional growth.
It's Time to Create a Strong Acupuncture Footprint
Footprints in the sand. Footprints in the snow. Where do these footprints go? Some are big, some are small, but footprints are made by all.
Put the Social Back Into Social Media
Social media is more than a passing fad, it is definitely here to stay. Social media apps and channels of distribution may evolve, but the concept of social media is now big business and a part of all our lives.
Reflections: The Art of Teaching Asian Medicine
Over the past three decades, my global workshops have been translated into German, Swiss German, French, Romansch, Spanish, Lithuanian and Xhosa. Time to offer you new teachers a few tips!
It might have been a miserable start to the day in the heart of downtown San Diego. A heavy rain had soaked the large homeless population congregating near the intersection of Third Avenue and Ash Street as they waited for a free breakfast to be served at the First Lutheran Church on the corner.
Connecting the Dots
In 2002, I published a book on patient examination procedures that included information on the procedural coding of the recommended examinations. The book should have been published in 2000, but I had trouble finding a publisher. Why?
The CDC came out with a report in March 2013 that suggests 1 in 50 children will be diagnosed somewhere on the autism spectrum – significantly higher than the 1 in 86 figure that came out in 2007. What does this mean moving forward, particularly for children?
Case Histories from Bali: Treating Balinese Chidren with TCB and Shonishin
When I moved to the island of Bali in 2005, I offered my services in Bumi Sehat, which means Healthy Mother Earth, a free birthing center for poor and disadvantaged local women located in Ubud.
News in Brief
An Encouraging Sign at Palmer; NBCE Announces Retirement of Longtime Director of Testing.
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.
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