Building Retention


Repeat clients are the core of any successful massage practice.  It takes far more time, energy, and money to gain a new client than to keep an existing one. That said, many therapists do not have a plan in place to encourage their existing clients to return.  There are many reasons for this lack of engagement, including the desire not to be seen as pushy.  As therapists, it is our job to act in the best interest of the client.  As a massage therapist, you can help reduce stress, improve posture, and relieve pain, making your services a benefit to your clients.


People get busy, and as much as they love their massage therapy, they may not regularly schedule because “taking care of myself” is not the top priority.  This is where you come in as an advocate for your client’s health and overall wellbeing.


There are several simple and easy steps you can take to help clients help themselves.

Ask them when they would like to schedule their next appointment at the end of each session – You may find that clients respond with, “Oh, I don’t know my schedule.” Or something to that effect.  A perfect response is, “Well, you usually like to come in once a month, so why don’t we put you in the schedule for 4 weeks from now at the same time, and we can reschedule if that doesn’t work?  That will ensure that you are in the books and don’t end up going too long without your therapy?” 


Call clients to follow up on how they feel the day after they receive therapy – This lets clients know you care and are taking time out of your day to check on them.  Ask if they are drinking enough water and discuss any specific issues addressed during the session.  At the end of the call, remind them of when their next appointment is scheduled or mention that they are not scheduled and ask when they would like to come in.


Call clients you haven’t seen in over a month – Let them know you are following up because you haven’t seen them in a while. Some clients may have decided that you are not for them.  Try not to be defensive!!!  This is a great opportunity for you to get feedback and improve yourself.  If they have just been busy and indicate that they really need to get in, schedule them!


Consider sending out client satisfaction surveys – Surveys are a great way to get feedback and improve yourself!


Offer a birthday special! – Everybody loves to save money and treat themselves at the same time! Offer a discount allowing the client to take advantage of the special anytime during their birthday month.  This is a great way to award regular clients and to entice those you haven’t seen in a while to return.

The key to any successful plan is consistency.  Call yesterday’s clients at 10 am, send out birthday special emails on the 25th of each month for the next month, call clients you haven’t seen in a while on the 4th of each month to check-in.  Whatever schedule works for you is great, but you have to schedule it and then DO IT! Without question, if you do the above, you will see results!

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