Why is it so hard to re-book?
July 17th, 2007This one comes from my wife:
I guess every therapist knows that puzzled, slightly hurt, feeling when a client who seemed to really enjoy his/her treatment for some reason never re-books. So I thought I would investigate possible reasons, using those of my own shiatsu clients who had either only ever come for one treatment, or who had not re-booked for at least six months.
I sent them all an email, saying I’d not heard from them in a while, and asking them to tell me why. As an extra incentive, I sent them a £5 voucher, in case (1) their reason was financial, or (2) they just hadn’t had shiatsu come to their mind lately.
I also listed the reasons that I thought they might have:
- shiatsu wasn’t what I expected
- shiatsu didn’t work for my problem
- my problem disappeared
- my problem got worse
- shiatsu felt uncomfortable/painful
- shiatsu is too expensive
- I didn’t like the room
- the room is too cold or noisy
- I am too busy to book
- I have no time to have a shiatsu
- some other reason?
Well, now to see what my clients say! Am I missing something? Will keep you posted!
July 3rd, 2008 at 4:32 pm
[...] to some of her clients to find out why some clients who really enjoyed their shiatsu never rebooked a shiatsu treatment. She followed up and noted that one client “just put shiatsu on the backburner for [...]