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Ask For Client Feedback to Improve Your Massage Practice
Getting client feedback is a great way to improve your massage practice. Let's look at how to approach both lapsed clients and current clients.
Lapsed Clients
When clients don't return, attempting to reactivate them is a good marketing technique. If that doesn't work, you might want to reach out and ask for feedback.
Here's a sample letter you can send. Use it as is or adapt it to your needs. Although you could send an email, a letter might get more attention.
Dear [name],
Hello! It has been a while since I’ve seen you. You are a valued client and your satisfaction is important to me.
I
want to establish and maintain good client relationships. Your feedback
and suggestions will help me to better serve you and my other clients.
Would you please take a moment to answer a few questions? Please be
honest, as I want accurate information.
1. What are the main reasons you have not had a massage recently?
2. What could I have done differently?
3. Please rate my services on the following items, using a scale of 1-10, where 1 is the lowest possible score and 10 the highest:
____ Professional competence (for example, the scope of services offered and your confidence in my abilities)
____ Session quality (for example, the manner in which services were provided and communication)
____ Ambiance (for example, room temperature, comfort, lighting, music)
____ Overall customer service (for example, scheduling, attention)
____ Competitive pricing
____ Other (explain):
4. Comments:
5. How can I encourage you to return?
Please return this letter to me by using the enclosed self-addressed, stamped envelope. Your answers are confidential. Thank you for time. Enclosed is a $10 coupon toward a session to be redeemed by you or a friend.
Sincerely,
[your name]
Current Client Feedback
For current clients, you can make a feedback sheet to give them after the session. The questions can be similar to those you ask of lapsed clients but with a focus on the client's current experience.
Here's an example.
It is very important for me to establish and maintain good client relationships. Your feedback and suggestions will help me to better serve you and my other clients. Would you please take a moment to answer a few questions? Please be honest, as I want accurate information.
1. What are your main reasons for receiving massage?
2. Please rate my services on the following items, using a scale of 1-10, where 1 is the lowest possible score and 10 the highest:
____ Professional competence (for example, the scope of services offered and your confidence in my abilities)
____ Session quality (for example, the manner in which services were provided and communication)
____ Ambiance (for example, room temperature, comfort, lighting, music)
____ Overall customer service (for example, scheduling, attention)
____ Competitive pricing
____ Other (explain):
3. What did you like most about the massage?
4. What could I have done differently?
5. Comments:
Thanks for your feedback!
Photo Credit: Massage Nerd