My “boot camp” trainer surprised me the other week when she was kind of embarrassed to ask me for my dues. And I kind of got in her face about it. None of us are working for free here. Whether you train or massage or acupunct, you have a living to make and obligations to [...]
Last week, the “boot camp” trainer I work with (owie, owie, owie) surprised me when it came time to ask for my payment. She was embarrassed to bring it up. I reacted with a barrage of “reasoning” and advice that I don’t think she was looking for. She argued right back. I was astonished when [...]
I had a real eye-opener this Monday. Well, a mind-opener, really. I’m having to rethink my attitude, or at least dial it back a notch. What happened? Lemme tell ya. See, I have started going to a boot camp style workout group three days a week.* The woman who teaches the class is strong, confident [...]
Your clients — current and potential — have expectations. Meeting the expectations is basic customer service. Meeting expectations creates customer satisfaction. Satisfied customers are a Happy Thing. Surpassing expectations is great customer service. This leads to more people talking about you, and more loyal customers, and … you know the drill … Three ideas to [...]
Dan Clements, author of The Practitioner’s Journey, has a great blog which I have enjoyed and gleaned inspiration from for several years now. He has a good way of looking at customer complaints and how dealing with complaints flows nicely into customer service. Read on! —Eileen The standard approach to good customer service goes something [...]
Customer service is the end-all, be-all of any business. Customer service is made up of several standard components: accessibility, product, and customer satisfaction. But your massage / bodywork business isn’t like most businesses. How do the customer service standards apply to you and your practice? Today I’m talking about accessibility. Be accessible, even if there’s [...]
Good customer service does two things: Prevents problems and generates more business. Good customer service also flows naturally into marketing your massage / bodywork practice. This entry, we’re all about preventing problems. Preventing a problem is different than fixing a problem. When you prevent a problem, you are ahead of the game. When you make [...]
Yes, it’s still August, but I have to bring up the “C” word. Christmas. There. I said it. This is when you sell most of your gift certificates. This is when you spend a lot of time, energy and money encouraging people to give their loved ones the gift of good health. I’ve had the [...]
Last week I promised you a step-by-step example of a schedule to market your massage gift certificates. It’s easy. Really. In fact, it looks too simple … Hm. Before I dive in to it, let me set the stage using my Ideal Client as an example: My Ideal Client Is: A 40-ish part-time professional office [...]
Two of our most popular promotional postcards have gotten a face lift for the holidays. Before we get our inventory in order for the holidays, we’d like to know which design you like better. (Text: always the right size and color • never goes out of style • non-perishable • suitable for all occasions • [...]
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