Improving client satisfaction is important for creating a successful massage clinic, as the happiness of your clients is paramount in driving referrals and retaining customer loyalty. Being able to maintain client satisfaction and a strong base of repeat clients goes beyond the massage table. So read on to discover the tried and tested ways of enhancing your customer service skills, and how you can manage client satisfaction long after they’ve left your massage table.
1. Satisfaction surveys
Studies have shown that 91% of unhappy customers will never return to a company they had a poor experience with. So measuring and tracking your client satisfaction is a smart approach to ensure you’re delivering a great service. Some easy and effective ways to measure client satisfaction include:
- Satisfaction surveys – Using an online survey tool such as SurveyMonkey or providing feedback forms at your massage clinic will help you to discover anything that may need to be improved within the management of your business abd clients.
- Reviews – Giving customers the chance to leave a review will further help you see what is and what isn’t working with your service.
2. Client feedback
Gathering client feedback on social media is an easy way to find out any positive or negatives of your service. Many customers will turn to social media to express their concerns, disappointment, or happiness, so giving them an opportunity to provide feedback on your social media channels will allow you to rectify any issues swiftly. Other ways to gather client feedback include:
- Feedback forms – Providing a feedback form on your website can help you find out which aspects of your service aren’t working so you can improve them for your clients.
- Conversation – Never dismiss face-to-face conversation with a client, even if it’s via a quick phone call. Asking them if they’re happy with your service and giving them an opportunity to give any feedback or constructive criticism is a great way to build rapport with your customers and show you value their opinion.
- Automated surveys – You can take advantage of appointment scheduling software that includes the ability to send automated client feedback surveys after a client’s scheduled appointment. This is a quick and easy way for clients to send you their feedback straight after their appointment, giving you real-time information.
3. Build a social media presence
Social media is a powerful tool, and it’s one way you can set your services apart while improving client satisfaction outside the clinic. Social media channels such as Facebook, Instagram, and Twitter gives you the ability to get to know customers on a more personal level. You can attract more visits, clients, and interaction by regularly posting updates (such as informing customers of new products and services), posting pictures of your massage space and inviting appointments, and also by offering competitions and giveaways. Other uses of social media include:
- Providing customer support.
- Answering FAQ’s, hosting live chats, and tutorials.
- Monitoring other massage clinics and news within the industry to help improve your brand.
4. Recognise birthdays
Making your clients feel valued can be as simple as recognising their birthday. Think about sending a personalised card or a special offer to clients on their birthdays. Not only is this a nice personal touch, but notions like these will help customers remember you and feel satisfied in being your customer.
5. Loyalty programs
Loyalty programs have become more popular in recent years, because by giving to your customers, your customers will give back to you. This fosters a strong foundation of respect and loyalty between therapist and client. There are a few ways you can use loyalty programs to make clients feel valued and to show them your gratitude, including:
- Punch cards – You can provide a loyalty card to clients and punch a hole in it each visit. As soon as they reach 10 visits you can reward them with a free massage.
- Points – Each time a client uses a service or purchases a product from you, they can be rewarded points that can go toward a massage experience or goodie pack.
- Discounts – You can offer a 10% discount via email or printed certificates for clients to redeem. They might read ‘get 10% off your next massage when you purchase this product’, for example.
Treat your clients like a VIP
At the end of the day, client satisfaction largely relies on the skill and professionalism of the massage therapist. Learn new skills, pick up invaluable advice, and use your knowledge to help deliver the best massage experience for your clients. Browse the list of courses offered by Discover Massage for your chance to learn everything you need to know about managing your massage therapist clients and client satisfaction today.