Building Raving Fans

Client loyalty is key to a successful practice

By David Kent, LMT, NCTMB

Saying “thank you” to someone for referring a new client isn’t just the polite thing to do—it’s a means of maintaining relationships and building new business. When was the last time you got a “Thank You” from your health care provider or from a patient that you referred to another health care provider? It doesn’t take much to say thank you; yet, simply acknowledging someone’s efforts on your behalf can go a long way.

Get clients involved. When new clients are checking out, I hand them a blank note card and ask them to write a simple thank-you note to the person that referred them. The message is quite simple: “Dear ____, Thank you for referring me to David Kent’s Muscular Pain Relief Center. Today I received my first treatment and I already feel much better! Sincerely, ___.” This simple action only takes a few minutes, and most clients will be more than happy to write a thank-you note, especially when they have just received a treatment that has relieved their pain. This simple gesture makes everyone involved feel good and strengthens the relationships.

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David Kent - Massage Today: Building Raving Fans (04/08)