Having a massage client walk into your spa for a massage is an easy task especially if your spa is strategically located and has an appealing appearance to anyone passing by. The problems come when a client walks into your spa, asks for a massage service and after the first session, the clients disappear, never to show up again.
Below is a guide on the best way to ensure that you retain every client that walks into your spa for a massage:
- Offer customized massages: Whenever a client comes to your spa for a massage, do not just aspire to give a ‘good’ massage. Instead, offer a customized massage that will fulfill the purpose that made the client come in for a massage in the first place. Know the pressure that the client wants during the massage, the parts they wish to be massaged and find out if he prefers to talk during the massage or get immersed into the massage in total silence.
- Optimize your spa environment: Make your spa in such a way that every client who walks into the spa will feel the ‘wow’ factor.
Play soft music in the background; you can ask your client what his preferred music genre is.
Provide sweet smelling candles and essential oils in the massage room.
Ensure that the sheets are fresh and also provide a soft pillow to make the client have a royal treat.
You can also provide some refreshments like a wine, flavored water, or fresh fruit juice. That client will definitely come back after such a treat.
- Get your customer service team in order: A great massage therapist can be let down by a customer service representative who is not accommodative and one who treats customers as though they made a mistake coming in the first place.
Ensure that every call is answered fast and politely.
Make the client feel welcome immediately they come into the spa. You can provide a bottle of water as the customer waits to be attended.
Appreciate every customer on his way out and ensure you use their name. This will make them feel appreciated and they will definitely come back for more.
- Get personal without being intrusive: You should ensure that you build a strong relationship with your client by showing interest in what matters to them. Get to know what they do, their favorite sport, their kids, and even their birthdays. Ensure that you do not go beyond the limit that the client wants to talk about so that you do not appear too intrusive.
Always remember that you are in a competition and those that are in the massage business will do anything to have your clients. If you do not do anything to maintain them, another person is working very hard to take them from you.
You can also offer discounts on any customer that books his next appointment immediately after getting his first massage. Another way you can ensure that the client comes back is giving additional packages together with the massage. For instance, you can provide a free facial for every return client and keep making the deal attractive after every visit. Give your clients a reason to look forward to having their next massage at your spa.