Client - How do you spend your massage time? This is considered prime real estate in terms of selling your service. Did you know that most companies spend thousands of dollars to display products next to the checkout at the grocery store? What amount of time, energy and resources are you investing in your prime real estate? If you don't already have a process in place when the opportunity presents itself, you will be ill-prepared to reap the financial rewards of your investment! We will show you what effectively using your "prime real estate" can do for your practice... but first take a look at a typical interaction between a client and their massage therapist:
Acie - Many therapists are not even aware there is anything wrong with this interaction. They often leave the conversation up to chance . But this way of thinking results in missed opportunities and lost sales. Leave nothing to chance when it comes to getting new clients and getting your clients to rebook on a regular basis. This is vital to the success of any massage practice!
Client - Doing nothing is not an option! I have watched countless therapists keep silent while their client sits on a massage chair or lies down on a massage table. I asked them later why they made no attempt to close on the client. They frequently respond with statements like... "I give a them my card and if they like my work they will call me back"..or .. "I don't like pressuring my client to rebook, they will contact me when they are ready." And some I have asked simply don't have an answer because they don't know how to close on a client. Maybe the client WILL call back and rebook ... but statically they seldom make contact after they leave your office. You must be proactive when dealing with the client and this requires total preparation on you part!
Video example
Acie - We have already shown you a typical massage situation where the therapist misses out on the opportunity to close on their client. They ignored both the blatant and subtle cry for help from the client. Why? Because they lack the skills or the tools to take advantage of this opportunity. ( go into video with demonstration)
1. Video of me massaging
2. Missing the sale and close
3. Failing to Rebooking
4. Not asking for referral
5. Me being hesitant about recieving payment from my client
Guidelines for the video of a massage therapist missing selling and closing opportunities during a typical massage.
1. Video of me massaging
2. Making the sale and close (benefits and customize close for massage therapist.
3. Rebooking
4. Getting a referral
5. Me getting paid by the client
Script of the woman getting a massage:
Example of missed opportunities
My mother needs a massage
My boss just mention the other day that he would like to have a massage therapist in to massage our office
Im under a lot of stress
I sit at a desk all day
I got into a car accident a few years ago and I still have back problems
Theresa - I have actually heard massage therapists say they HOPE their potential clients will call them back. Unfortunately ... hope is not a strategy. Often, with this type of thinking the therapist end up empty handed.
I have also heard therapists say they are not capable of going in for the close. It is NOT something we are born with...but it IS something we can learn and effectively use.
Some therapists believe that selling is beneath them ... as if it somehow takes away from what they do for a living. With this type of mindset, there is no wonder far too many therapists find it hard to support themselves. Worse yet, many more just give up, getting out of the career field all together.
Acie - Nothing happens in business until a sale is made. I believe that business was made to support the sale. So learning sales is what I want to help massage therapists master.
Theresa - Developing a listing ear
Step to take to insure you are listening to your clients
1. You should hear your clients voice twice as much as you hear your own voice.
2. If you find yourself wanting to say something while your client is talking, count to ten to yourself before you speak. If your client continues to talk, repeat the process. After your client has stopped talking, count to ten again. Then if it is clear, you may speak. Always give your client plenty of time to talk. We can learn SO much by just keeping quiet.
3. Ask your client open ended questions. These are questions that require more than a yes or no and will prompt them to talk more, which gives you vital information on how you can best meet their needs. By asking questions that keep your clients talking to you, a relationship starts to develop. And its important to be genuine with your client at all times. People today can spot a fake conversation a miles away.
4. Listen to your client and they will tell you everything you need to know. Most people have a great need to be heard, so master the art of becoming a good listener.
5. When it comes time to close on your client, ask questions that will help lead them to that end. At this point, yes or no questions are appropriate and encouraged.
6. Be proactive with your client. Do not assume they know what you want. Make your needs known and your expectations clear.
(video of A massaging T on table)
A - So how are you doin today? You seem a little stressed.
T - Is it that obvious? My daughter is graduating college this week. I just got word my mom needs surgery.
A - Wow, that sounds like a lot on your plate.
T - Tell me about it... I hope this massage helps me relax, at least for now.
A - I will do my best! Life sure throws us curve balls doesn't it?
T - You can say that again! I tend to hold everything in so now it feels like my whole body is angry with me!
A - I know how you feel... I don't like to let people see my stress either. Maybe I need a massage too!
T - Hey, I know a good therapist... (both laugh) much interested in helping you promote your business if they like you and the work that you do.
7. It is best that you know ahead of time what you want to say to your clients than to try and wing in the moment. By winging it, you generally end up forgetting valuable information.
8. Learn how to work from a scrip. Teachers, actors, public speakers and the like work from scripts all the time. They do this to ensure they both get and give all the information they need from their prospective clients. Leave nothing to chance.
9. Selling is a lot like player poker. You need to know when to hold, when to play but never to fold. There are often times when you need to practice the art of holding your tongue and listening to your clients; there are other times when, based on what the client has told you, make a play. What I mean by that is to go in for the close. Never fold on a client. Never let your client leave without trying to close and rebook. Often the sale is not made because the therapist simply did not ask for it. Just by forming the habit of asking for the sale, you can greatly increase your sales ratio. Asking the right question will get you the right answer.
10. Develop procedures in every phase of dealing with your clients. Any good company worth there weight will have process and procedures set in place to ensure that they get the highest value from their customer. More importantly, that they give the highest value to their clients.
Conclusion:
1. Book an appointment - ask every client every time
2. Rebook a client - try to get your clients on a regular schedule
3. Referral - ask each one of your client for a referral each time you make contact with them (it should be the last thing you say to your client)
