Build Your Massage Practice with
Client Feedback —
"I've learned that people will forget
what you said, people will forget what you did, but people
will never forget how you made them feel."
—Maya Angelou
Surveys are an underused tool in many people's Natural
Touch Marketing kit.
If part of your marketing plan is to give free first-time
massage, survey folks right away when they receive their
complimentary massage. Even if you don't give free sessions,
you can use survey questions to maintain your clients' awareness
of the benefits of massage. Start with a short written survey
after their first massage with questions such as:
- Do you often experience neck and
shoulder tension?
- Are your arms or wrists often sore
or tired?
- How do you feel after your massage?"
- Depending on your goals, you may
also want to ask, "Would you pay ( list your target
price ) for a massage?"
Keep survey cards with your clients' screening form. When
they return for their next massage, go over their answers.
Has anything changed?
Over a series of visits, this can raise awareness about
how much massage is reducing their tension, pain or other
complaint. What better motivator could there be to continue
using your services? Keep track of their responses, and
ask them to fill one out again from time to time.
Use client survey results to promote the effectiveness
of your work.
- In brochures, newsletters, or press
releases, you can report, for example, that 20% of your
clients reported reduced arm and wrist pain in the last
year.
- If you ask an open-ended question
on the survey such as, "List the way that massage
has benefited you most," you can also quote individuals
in your promotional material. If you use their names,
you will need to ask permission, of course.
- If you are promoting a new service
at a worksite or institutional setting, present survey
results to decision-makers such as a human resources department.
- If your practice is already established
at a site, you can demonstrate that the service is appreciated
by your clients. In your survey ask your clientele these
kinds of questions:
- How do you like the service?
- Does it make a difference in your work day? In what
way?
- Are the hours inclusive enough?
- Are you more interested in chair or table massage?
- Would you take advantage
of volume discounts?
Even if you don't use the data to impress anybody else,
you can collect ideas to improve your service. |
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