I must tell you a story that happened to me. I thought it was a great situation with lessons that would be useful in retaining clients and growing any business.
I went to get my nails done recently.
Something struck me as I was sat there observing and half daydreaming, half flicking through a gossip magazine.
I witnessed all the effort that it took me and the nail technicians, to organise and pay for my appointment.
See, each time I have been in there and each time I go to leave, they have never asked me if I want to re-book my session.
They always wait for ME to get back in touch.
They never bother to try and offer me a slot and that makes me feel like they don’t need me as a client and worse still, they don’t care about me very much.
And when I do ask for a booking after my session, they never have the appointment slot I really want. Frustrating!
I have to make do with an alternative, which is okay really in the grand scheme of things, but it is a bit annoying as I have to review and maybe rework my diary.
Secondly, I have to get my debit card out of my purse every time I have to pay.
And that got me thinking...
Imagine how much time they could save themselves in clinic, in between clients, if clients pre-booked a series of sessions, all in one go.
And clients paid for their package of sessions, up front, in one go.
Perhaps paying even online, so the nail technicians didn't have to handle any money, or any cards... at all!
And, thirdly, and even more eye-opening...
How many more clients could they fit in every day by systemising all of the above?
And how much more income they could generate through sorting out their inefficiencies?
And how much more could they make in repeat business when clients are pre-booked and therefore stick to their regular maintenance schedule?
Has that blown your mind? It did mine.
All of these opportunities, just slipping through their fingers.
OMG, stick a big net under it!
So much so that I wanted to pass these insights on to you, so you can do something awesome with it in your business.
Client loving, higher value pricing, transaction and booking systemisation, treatment packaging are a few of the strategies that helped me to grow my own therapy business exponentially.
Hope the story has inspired you to look at your own business and identify where you can apply the lessons, to free up your time and give you more client retention and income in the process!
And let me know how you get on if you implement any of this.