3 Things to Say That Get More Rebookings


One of the most challenging parts about having my own practice has been learning how to talk to clients. Specifically, I’ve struggled with what to say to encourage rebooking and continuing visits. I never wanted to be pushy or sound like a massage salesperson, and I was afraid I would say the wrong thing and sound like an idiot. After all these years in practice, I’ve discovered it’s not what I’m saying. It’s who I’m saying it to.

If your massage training was like mine, you didn’t get any formal education about sales. This is sad, because without knowing what to do or say to get clients to come back, it’s unlikely you’ll be able to build a sustainable business. But guess what? Overcoming our fear of being judged or disliked is harder than mastering this skill.

I’ve found that asking a question and giving two options creates a phrasing that works for me. That way, the client is simply making a choice instead of accepting or rejecting me. After all, it’s not our responsibility to decide what our clients want, need or value. Our only responsibility here is to be consistent so those who are interested can say yes.

After every session with a new client or a client who doesn’t have a standing appointment, I ask:

Would you like to book another appointment while you’re here or do you need to check your schedule?

This tells them I want them to return without being manipulative. It also gives them an easy out if they have no intention of returning or are unsure of their ability to commit. They may need to discuss it with someone else or have a variable schedule. Regardless, they aren’t saying no.

The key is to come up with something that feels good to you, and then say it to EVERY client. Try on a few different phrases (or use mine if it suits you), then practice it. My favorite rehearsal venues are in the shower, in the car and while I’m waiting for the client to get dressed after a session. It may take a while to find just the right wording, but don’t let the fear of saying the wrong thing keep you from doing it. Just start asking. You’ll get more comfortable with this process once you do it consistently (I promise).

It’s impossible to please everyone, especially in a profession that is so personal. Sometimes we don’t give the kind of massage someone prefers or our office isn’t convenient. We can only be who we are and do what we do. That’s not to say we shouldn’t honor reasonable client requests, but let’s be real. There’s a limit to how far outside of our unique skill set we can go without feeling resentful or unqualified.

I always follow up with new clients to see how they’ve been feeling since their massage. I choose not to use this as an opportunity to ask if they’d like to rebook (if they haven’t already), but you may want to. I know there are massage therapists who use this strategy very successfully (I may decide to incorporate it at some point). Again, practice first, then do it consistently until it’s second nature.

If a client has been in a few times but we don’t have a standing appointment, I ask:

Are you interested in a standing appointment or is your schedule too unpredictable?

I love standing appointments because they make my schedule easier to manage and my income more predictable. Often, clients are unaware that this option is available. It may take a few weeks to get into the groove, but once established ensures they can get in on a regular basis. Then they can schedule their life around their massages (talk about having your priorities straight). If they prefer to wing it, that’s their choice.

Some people honestly don’t know the benefit of receiving massage frequently. To explain it, I say:

Massage is like exercise. The more often you get it, the more you build on what you’ve already gained rather than starting over from scratch.

Everyone gets this analogy. It’s easy to understand and doesn’t use any complicated scientific jargon. The more we meet clients where they are, the more we gain their trust.

Saying the right thing becomes easy when we say it to every client, every day. This doesn’t make us lazy or generic. It makes us confident communicators who know that using the same effective methods repeatedly is a recipe for success. Getting clear on this has been one of my most rewarding insights while building the practice that I love!

What do you say to clients to rebook them? Are there other professional situations that you encounter often when you don’t know what to say? If you don’t see a comment box below, please click the Leave a comment link to share. Thank you!


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Bucking the Email Marketing Trend

Although I rock at following up with new clients, I choose not to pursue those who fall off the schedule. I know, we’re supposed to stay in touch with email marketing or a monthly newsletter. This keeps us top-of-mind for those clients who get busy and forget to book. I’m sure there are statistics that show this strategy is effective, but I don’t use it for several reasons.

First of all, self-care has to come from self-motivation. Anyone who’s ever tried to stick with a fitness program or meditation schedule can vouch for this. Commitment doesn’t come from emails; it comes from a desire to change or valuing the benefit of a consistent behavior. Those friendly reminders can backfire and cause feelings of guilt or unworthiness, definitely not the vibe I want associated with my practice.

Also, we make time for and spend money on the things that are important to us. Period. Every client who has told me they can’t afford massage is spending that money on something else. I’ve been on a tight budget for many years but when I really want or need something, I find a way to get it. If there truly is financial hardship, I certainly don’t want to be pressuring people to spend their gas and grocery money on a massage.

When we find someone we really like that gives us the experience we want, we remember it. We don’t need to be reminded who gives us the best haircut or makes the best pizza. We may choose to settle for something else because our favorite is inconvenient or costs more. Those choices don’t necessarily reflect our preferences, just what we’re able to do with the other demands we’re juggling.

And then, there are those clients who have left because they were dissatisfied. I can always tell by the pat on the back I get as we hug or their vagueness as we discuss rescheduling that I’ll never see them again. If I’m not a good fit for them, they shouldn’t come back. Trying to convince them otherwise reminds me of chasing my ninth grade boyfriend down the street after he broke up with me (even though I knew I shouldn’t).

There are times when I have important information to share with clients via email. If the only other emails they receive are appointment confirmations and reminders, they are more likely to notice, open and read emails about policy updates or price increases. Not doing regular email marketing prevents these messages from being overlooked.

I do reach out occasionally to those clients I felt a bond with that haven’t been in for a while to let them know I miss them and hope they’re doing well. This is not an automated, impersonal communication. It’s an authentic connection that I wish to maintain regardless of the amount of money it may or may not bring in.

As I said in the first paragraph, I’m sure email marketing has the statistics to prove it generates sales. If it feels good to you and you’re getting positive feedback from your clients, by all means use it. As a consumer, it simply doesn’t resonate with me unless it provides outstanding value. As a business owner, it feels imposing and repetitive. Being true to myself in my marketing activities is a cornerstone in building and maintaining a practice that I love!

What email marketing do you do and what have your results been? If you don’t use it, why not? If you don’t see a comment box below, please click the Leave a comment link to share. Thank you!


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Best Facebook Features for Your Practice


By the time you read this, it may be obsolete. That’s because I’m writing about Facebook. Just when you think you have it figured out, they change something. Regardless, the expectation to have a Facebook presence for your business creates a dilemma: Are business/fan pages or groups best? The answer depends on what you want to accomplish.

To me, there are three features we want from a Facebook account for our practice: visibility, marketing and building community. What you hope to achieve depends on where you are now in your practice and where you’re going. Knowing what results you want is the first step to any marketing venture.

Business/fan pages are the same thing (it depends on what you’re reading or who you’re talking to). Since their inception, major changes have been made that make getting your page content seen on the timelines of your followers more challenging. Post photos and videos for more visibility (Facebook’s algorithm prefers them), especially if your post contains a link.

As of now, a business page is the only option with the ability to boost posts or promote your page. I’ve been told boosting doesn’t work and yet that has not been my experience (sounds like another blog post or maybe a webinar). The more targeted your boost or promotion is, the better.

Business pages also have an Insights tab (at the top) that keeps data on when your audience is on Facebook. Along with the capability to schedule posts ahead of time*, you can strategically post at times when the most followers are likely to see your content. You can also learn what kinds of posts get the most engagement to make your efforts more effective.

The most powerful marketing features a business page has that a group doesn’t are specific places for reviews, hours, pricing, contact information and a description of your practice. This information helps those who are just checking you out decide if you are a good fit for their needs. The power of reviews cannot be overstated and I find new clients are eager to leave them.

Due to the algorithm, building community can be tough if your posts aren’t being seen by your followers. You can build a bigger following by inviting your Facebook friends to like your page (there’s a link in the Community box on the right) and asking your followers to invite their friends. More likes gives the impression of an exceptional practice that prospects will want to be a part of.

Facebook groups are another way to connect with your audience. As long as group members have their notifications set to “All Posts, they’ll receive a notification every time a post is added to your group. It’s a good idea to include that stipulation in a follow up message thanking them for joining.

One marketing feature a group has over a business page is Facebook Live* video. This may be an advantage depending on what type of content you provide and how much your audience on on Facebook. Since there aren’t dedicated areas on the group page for your business information, having a link to your website in a pinned post (a post that stays at the top) is essential.

Building community in a group is a little different than on a business page. Instead of an Invite to Like, you Add Members (also on the right). To make your group visible to those who aren’t members, have the privacy settings on public (anyone can see the group, its members and their posts). You’ll also have to decide if you want all members to be able to post (these could be reviews) or if you’ll be the only one posting.

I see pros and cons to both types of Facebook pages. Personally, having a business page to reach new and current clients makes the most sense because of the business information features and review options. I have both a business page and a group. The group is to let members know about same-day, discounted openings. It’s been the best way to communicate those that I’ve used so far.

The cool part of all of this (and anything else in your business) is that you can experiment and see what works best for you. Finding new ways to connect with clients is part of the treasure hunt of marketing the practice that I love!

How do you use a Facebook business page or group for your practice? If you don’t see a comment box below, please click the Leave a comment link to share. Thank you!


*As of late September 2017, both Facebook fan pages and groups feature Facebook Live and the ability to schedule posts.

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Why Clients Don’t Come Back (and How to Change That)


There are lots of reasons new clients don’t come back. Sometimes, our personalities simply don’t mesh. There’s not much we can do about that. However, there are many things we can do that increase the chances that more new clients will return.

In the past twenty-plus years, I’ve had lots of massages. I’ve learned something from every one of them. Not only have I decided what I prefer in a massage therapist; I’ve noticed there are numerous small details that go into the client experience that either add up to satisfaction or disappointment. I invite you to consider a few and think about how they play out in your practice.

Inconvenience: Convenience isn’t just about  location (although that is important). If we aren’t easy to get to or book with, clients will go elsewhere. When choosing your practice space, think about how easy getting there will be for the greatest number of people, especially any existing clients you have. Being near businesses we network with will also makes us more convenient. Be sure the parking is adequate and accessible.

Our business hours also determine how convenient receiving our services is and should match when our ideal clients are available. Having online scheduling reduces phone, email and text tag.

Unrealistic expectations: The closer a client’s experience is to their expectations, the more likely it is they’ll be back. Targeted marketing messages will result in more ideal first visits because we’ll be attracting clients looking for what we do best. If there’s something different about what you’re providing than is typical, be sure to disclose that so clients will be prepared.

Once the intake process is complete, we should state a clear treatment plan based on what the client tells us and get their agreement before we start (I like to offer two options and let them choose). Educate clients on what’s realistic to accomplish in the amount of time you have together and why more than one visit may be required.

Uncomfortable treatment space: The noise from an adjoining room or outside may be out of our control but the way we deal with it isn’t. Besides playing music, having a small fan going that doesn’t blow on the client can create a white noise buffer to minimize distractions. The room temperature needs to be what the client prefers instead of what we do. Spending some time on our massage table (ideally getting a massage) lets us know how it feels so we can make adjustments if needed.

Dissatisfaction with service: We can’t please everyone, especially when we offer services we aren’t truly proficient in. Just because we learned it in school or took a workshop doesn’t mean we’ve mastered a modality. Only do what you’re good at and get results with even if that means your service menu is short. Really listen and deliver what the client is asking for rather than what we think is best. If you have an approach that you believe will serve them better, explain why and get permission before applying any techniques that are not requested. Ask for feedback during the session as well as afterward, and assure the client you will make notes about their preferences (and do it).

Lack of guidance: Often clients don’t know how to proceed after their massage has ended. Be sure to give them instructions about what to do between the time we leave the room and the time we reconnect once they are dressed and ready. Have water they can take with them handy. Give them any self-care suggestions you have and demonstrate stretches and self massage with them so they know how to do it properly. And of course, ask if they’d like to rebook before they leave!

Lack of (or inappropriate) follow up: Checking in a few days after a client’s first appointment not only shows them we care. It provides us with valuable feedback about how our work affects them so we can make modifications the next time if necessary. Sending hand-written thank you notes can be a nice touch as long as they are personalized, kind and sincere.

Perhaps I’m just too picky. But guess what: so are a lot of clients, especially those who are familiar with massage and know what they want. These can be the easiest people to convert into loyal regulars if we treat them with the respect and integrity they deserve. Putting my ego aside and focusing on being of service has been a game changer in the practice that I love!

What details or procedures have you enjoyed while getting a massage? Is there anything that turns you off? If you don’t see a comment box, click the Leave a comment link to share. Thank you!


Get this FREE GUIDE “5 Steps to Turn New Clients into Regulars” for more ideas to make your new clients’ experience exceptional!


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Slashing the Website Building Learning Curve


I’m surprised by how many massage therapists I know (online or in person) who don’t have a website. In today’s world, consumers are using online searches to find service providers more than any other method. If you don’t have a website, people looking for a massage online will never find you and your practice may be perceived as less professional by those who learn about you otherwise. If you’re afraid you don’t have what it takes to build your own website, let me reassure you (you learned anatomy, right?).

Self-hosted websites have come a long way. Most are quite inexpensive (ABMP offers a free website as a member benefit), fairly easy to set up and provide support so you have someone to help when you get stuck.

Not only is a self-hosted website more cost effective than having someone else do it for you, you have complete control of what goes where and how it looks. You also have the flexibility to change things whenever you want to without waiting for your site manager to get around to it. Do a little research and ask other massage therapists what they use to guide your decision.

If building your own website feels overwhelming, start with just one page that includes:

  • What you do and who you can help.
  • Where you practice and how much you charge.
  • When you’re available and how to book an appointment.
  • A testimonial from a happy client.

As you get more comfortable with your hosting program, you can expand. There’s no magic number of pages but too many may be confusing for visitors. Less text per page means less scrolling on a desktop computer.

Have testimonials on every page rather than just one so no matter which page a prospect sees first, they’ll be able to read about how amazing you are from someone besides you. Client testimonials are the equivalent of online word-of-mouth. To make them even more appealing, ask clients who submit them for a photo of themselves, too. This makes the writer more real and persuasive. Have links to any other reviews for your practice (Yelp, Facebook fan page, etc.) to increase credibility.

Break up text with photos or videos to make your site more visually interesting. A picture of yourself, the outside of your office and your treatment room lets people know what to expect. Actual photos and videos of massage can give an erotic impression, so choose these wisely.

Create a content purpose map* by linking text to other pages on your site. Consider the top three actions you want visitors to take on each page and create links to those pages to make your site easier to navigate. This keeps visitors on your site longer which improves SEO.

Go to your website on different devices to be sure it’s mobile friendly. I used to have a short version of my Twitter feed  in my sidebar until I saw it was the first thing visible on a smartphone. As cool as I thought this feature was, no one looking for a massage on their phone wants to know what I posted on Twitter more than what I do and how I can help them.

Have links to policies rather than posting them in plain sight (with hidden active pages). Our cancellation policy may be important to us but can be a turnoff to potential clients. I include this link in the confirmation and reminder emails clients receive as well as on my scheduling page.

Be sure to back it up! Once you get your website pages completed, copy and paste each page into a document that you can save in case it ever crashes. This will only take a few minutes and make rebuilding so much faster and easier should the unthinkable happen.

Having a website is essential for being accessible to those who are looking for us. I knew nothing about building mine when I started and I hope what took me years to learn streamlines the process for you. Taking the leap into something new to benefit my practice strengthened my confidence as a business owner and was a key step to having a practice that I love!

If you don’t have a website, why not? If you do, what tips do you have? If you don’t see a comment box below, please click the Leave a comment link to share. Thank you!


*For a detailed description of the content purpose mapping process, click here.

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How Sick Is Too Sick To Work?


A couple of months ago, I read a post from one of my favorite bloggers sharing her philosophy about not working when she’s sick. The main point of the post was the importance of having some cash stashed to cover vacation and sick days. What struck me most was her hard-core stance on cancelling her appointments even if she’s a little sick to protect the health of her clients. As luck (?) would have it, I got the chance to play with this myself when I became sick last week. It couldn’t have happened at a worse time.

I had just returned from a few days out of town. I had already taken four days off, including a weekend which can be my busiest days (I work Saturdays and Sundays, and take Tuesdays and Wednesdays off). The day after I arrived home, I felt a little stuffy. This happens often enough and goes away after a couple of days using a saline sinus rinse in addition to taking Emergen-C and a decongestant. That was Wednesday, and the congestion continued through Saturday. That’s when the coughing started.

My sick policy states, “If I have cold symptoms but feel well enough to work, I’ll call you to ask if you want to keep your appointment.” I hadn’t contacted the clients I saw the days I was congested but felt compelled to let those coming on Sunday know I definitely had a cold. Note that I felt pretty good overall, so I had a hard time justifying not working if clients wanted to come in. I texted my Sunday clients, saying I had been congested for a few days and had just developed a cough. All of them wanted to keep their appointments unless I felt worse the next day. I didn’t, so I worked a full day.

I still felt okay Sunday evening and my symptoms were about the same, so I notified my Monday clients. They all opted to keep their appointments unless I felt worse. By the end of Monday, my voice was going and by Tuesday morning, it was gone. Literally. I had laryngitis.

I went online to find out more about laryngitis and learned that it is commonly the result of a virus. This made sense considering my symptoms the last few days. Laryngitis itself isn’t contagious (although it’s super inconvenient), and the recommended treatment was OTC pain reliever (to reduce inflammation) and resting my voice. I have a long-time client I see at her home once a week. I texted her to see if she wanted me to come over in spite of my symptoms (I still felt fine). She said she thought she might be getting sick, so she cancelled.

I’d only had one cancellation out of nine clients who had been given the option. But I started wondering if I should have let the clients I saw the first three days of being congested know before they showed up for their massages. I texted most of them (two were out of the country), telling them I had acquired a cough and laryngitis since their visit and asked them to let me know if they came down with similar symptoms. Only one of them said she may have caught my illness and told me I didn’t need to apologize, “#%@* happens”.

So what is the best policy? According to medicinenet.com, typical contagious periods for colds and flu are from one day before symptoms appear to up to two weeks. That’s a lot of massage clients missing out on something that helps them enough to risk getting sick. It’s also a long time for me to take time off if I’m feeling well enough to work (trust me, I’d cancel in a heartbeat if I felt like I should).

I feel good about continuing to let clients know what symptoms I have so they can make an informed decision but I’ll start earlier next time. I’m continuing to do so as my symptoms linger. I’ll also follow up with those I haven’t yet in case I need to re-examine my policy. For now, I’m not changing anything. Clients can decide for themselves if they’re comfortable being in a small room with me for an extended period of time. Allowing clients to choose what’s best for them is how I roll in the practice that I love!

What’s your policy regarding treating clients when you’re sick? If you don’t see a comment box, click the Leave a comment link to share. Thank you!


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Timeless Tax Prep Tools and Tips


When I began my blog in 2015, one of my clients who is a massage therapist told me she wanted to know more about taxes. I bet she’s not alone. That’s why I have continued to document my progress as I’ve gained control over my self-employed income taxes. Each post has a link to a FREE Tax Preparation Documents Checklist to get you organized. May this walk down memory lane take the fear and guesswork out of your taxes once and for all!

You’ve Heard About Death and Taxes…

Anything commonly compared with death is scary. This post contains helpful links to explain estimated taxes along with a simple payment process to keep you on top of them. You can enjoy a little Beatles music, too!

My Tax Preparation Plan (Part One)

This post outlines my system from the start of the year until the filing deadline. Breaking anything down into steps makes it more manageable. By starting early, you’ll have a clearer picture of where you are and have more time to find ways to save or make money should you owe.


My Tax Preparation Plan (Part Two)

I learned a lot doing my taxes for the year my practice took off! You’ll find money-saving tips as well as my formula for setting aside funds for those pesky estimated taxes throughout the year. For business owners, every season is tax season.


Achieving Estimated Tax Payment Mastery

The tax challenges during my first two years in business have been stressful. I share what I’ve learned and what I’m doing now to make my dread of filing taxes a thing of the past. I’m not sure if tax preparation will ever be a truly zen experience but I’m working toward it. 🙂


Need help with your taxes? Use this FREE Tax Preparation Documents Checklist to get organized! Once you sign up, you’ll get a series of emails with tips to take your taxes from to-do to done.


Posted in Bookkeeping, Money, Pricing, Start Up, Taxes | Tagged , , , , | Leave a comment