5 effective ways to build customer loyalty as a massage therapist
For many self-employed people and small businesses, customer loyalty is the key to success. The same is true for massage therapists. Happy customers come back and recommend you to others. This not only means free marketing, but also a steady income.
In this article, we give you 5 effective tips on how to build a strong bond with your clients and turn new faces into regular customers.
- Create a positive customer experience
- Provide outstanding service
- Personalize the massage experience
- The benefits of loyalty programs
- Use feedback systems
Why is customer loyalty important?
Satisfied customers are the best advertising because if customers are happy with your massage, they will tell others and recommend you.
According to a 2013 customer retention study conducted by consulting firm Lee Resource Inc., it is five times more expensive to acquire a new customer than to retain an existing one.
How come?
Word of mouth from regular customers increases your brand awareness and brings in new customers. This saves you marketing and advertising costs. So much for the theory. Now let's get to practical tips that you can implement immediately to increase your customer loyalty.
1. Create a positive customer experience:
First things first: never underestimate the importance of a friendly, pleasant atmosphere. People who visit a massage parlor usually hope for a relaxing experience, a break from everyday stress. If you can fulfill your customers' wishes, they will remember you for a long time and will be happy to come back.
No, you don't need to buy an indoor waterfall now. Often it's the details that set you apart from your competition. Provide a relaxing and pleasant atmosphere and make sure your customers feel welcome and valued. Small gestures like a warm smile or a cup of tea can make all the difference.
It starts with the greeting
As soon as your clients arrive, you should give them a warm welcome and make them feel like you care about them. A friendly hello and a chat about how they are feeling and what they want from the massage can help to build a connection. A calm voice, a drink and asking if they want any music will help your clients relax and trust you right from the start.
A pleasant atmosphere
A good massage requires the right techniques. A great massage, on the other hand, requires the right surroundings. A clean and tidy room with soothing music and a pleasant scent can help your clients feel comfortable and relaxed.
In this blog article we explain what you need to pay attention to when setting up your massage studio.
2. Provide outstanding service
Your service should go beyond your customers' expectations. Create the perfect experience by:
- respond promptly to emails and calls
- pay attention to cleanliness and hygiene
- communicate professionally
- answer questions comprehensively
- Offer extras such as warm towels and water after the massage
- Provide recommendations that clients can follow after the massage
- Accept and implement feedback
3. Personalize the massage experience
Every client has different needs and preferences. A personalized massage tailored to each client is key to satisfaction and customer loyalty. Ask your clients about their needs and desires and tailor your massage accordingly. Also recommend care products that your clients can use at home to prolong the massage experience.
We asked Ayurveda expert Martina Rot how she adapts her massages to her clients:
"I start with a constitutional analysis to tailor the massage to the specific needs of the customer. Based on this, I choose the right massage oil. For customers with a Vata constitution, for example, I use sesame oil enriched with lavender and basil to promote body balance. After the massage, I give my customers tips for everyday life, which also include nutrition.
It requires a certain level of knowledge on the part of the masseur to be able to adapt the massage to the customer, but the effort is definitely worth it. My customers feel valued and are happy to come back because they know that they are in the best hands with me.”
4. The benefits of loyalty programs
According to a study by Annex Cloud, loyalty programs have a significant impact on customer retention. About 81% of customers said they would be more likely to shop with a company that offers a loyalty program. It also showed that customers who are part of a loyalty program spend on average 18% more than customers who are not part of it.
You can also capitalize on these numbers by implementing a loyalty program tailored to the needs of your customers. For example, you can offer a discount or a free massage after a certain number of visits. A free upgrade or beauty products are also a great way to motivate your customers to visit your studio again.
5. Use feedback systems
Feedback systems are an important part of customer loyalty. Massage therapists use them to better understand their clients' needs and preferences and adapt their services accordingly.
Here are some ways to collect feedback:
- Customer surveys: You can conduct surveys to get feedback from your customers. Ask how satisfied customers were with their massages, what areas they prefer and what requests they have. The surveys can be sent via email or anonymously through a mailbox in the waiting room.
- Review platforms: Present yourself on review platforms such as Yelp or Google My Business to collect and manage customer reviews. Positive reviews can also help attract new customers. Take the time to respond to both positive and negative reviews. This increases trust and sympathy among existing and potential new customers.
- Personal feedback: A personal conversation is also possible. Approach your customers at the end of the massage. The personal approach shows that you care about your customers' satisfaction.
The feedback is there. Now what?
Use feedback to improve customer satisfaction and strengthen customer loyalty.
- Personalization: Tailor your services to the individual needs of your customers.
- Improvement: Feedback can help identify and correct weaknesses in service, which in turn leads to greater customer satisfaction.
Customer loyalty: Customers feel valued when massage therapists take their feedback seriously and make appropriate adjustments.
Overall, feedback systems are an important part of customer retention in any industry. By using statistics and feedback, massage therapists can improve their services and gain the trust of their customers, which in turn leads to a successful massage business.
Conclusion
Customer loyalty is the key to success for many self-employed people and small businesses, including massage therapists. It not only saves marketing and advertising costs, but also ensures a steady income.
To turn new faces into repeat customers, you can:
- create a positive customer experience
- provide excellent service
- personalize the massage experience
- Introduce loyalty programs
- Use feedback systems
These tips are easy to implement right away, but will make a huge difference in the end. So what are you waiting for?