Be Responsive, Retain Your Clients
As a client of massage for over 28 years I have experienced the amazing, good, bad and the ugly in the hundreds of massages that I have received.
Dealing with chronic pain, I’m typically a loyal client when I find a therapist that relates to me and provides relief for my pain. My time, money and dire need for pain relief do not allow me the luxury to accept anything less that my expectations being met.
With that said, you can provide the best service, and yet lose clients if …
When they call to make an appointment and get your voice mail.
Why? Because, at that critical point in your relationship with your client, you have now put them in a position where they have to leave a message and wait to find out if they can schedule an appointment with you.
With each tick of the clock while you make a client wait for a call back, you are at risk of loosing the appointment and the client. Why? Because, if a client does not know as soon as they need to if they can schedule with you, they will eventually ‘call down’ their list and make an appointment with a therapist that confirms that their availabilty matches your clients desired appointment time.
I have switched therapists when I was unable to know if my therapist had any openings on or around my desired appointment times. If the new therapist delivers a positive experience, I now have the choice to return to ‘my’ therapist, or continue to see my ‘new’ therapist.
You can be doing everything right to provide the most amazing client experience, and it all can be for not if your clients gets your voice mail and is now left to consider their options.
In today’s fast paced world people want instant gratification. In order to capture them and keep them as clients, you must invest in an ‘appointment inquiry response’ system that will maximize all your business development efforts and allow your clients the ability to make an appointment on their fist attempt whether it is on the phone or online. Contact My Receptionist to learn more about how to capture every appointment opportunity and secure you more revenue.
If you don’t ... Your competition will.
