Business coaching and strategy for massage therapy practice owners

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8 ways to increase and improve your customer reviews (without directly asking)

collect-reviews-testimonials

Put reviews front and center- Reviews are a great way to show other potential clients that ‘real people’ have tried out your service and they loved it. When you display your positive reviews where all visitors to your site can see them they are more likely to book a session, especially if the review comes from a credible site like Yelp. Not to mention, it plants the “review” seed in that client’s mind.
Send out automated emails- Several scheduling programs will have an additional option where you can send out automated emails as soon as your client has visited your business. These emails should be short, easy forms to fill out where a client can rate your service and comment on their experience.Might look something like this:

Follow up with your clients- I always recommend follow-up emails that are personal and to the point for your clients. These shouldn’t be sales emails, but rather an email that shows that you really care about your client. I teach this in my client retention mastery program because this really is the extra mile in a client’s experience. Not to mention you are reminding them of how great you are and that will inspire positive reviews.
Ask the right questions. I can’t stress enough how important the consultation is during your session with your clients. When you ask the right questions, you are setup for success and can almost guarantee an amazing experience for your clients.

Contact clients who leave glowing reviews- Thanking your clients both publicly and privately is a MUST to encourage more reviews and show others that you read reviews and you are engaged.

Leave comments for those who give you negative reviews. - Don’t ignore negative reviews. Always be polite and thank these clients for their perspective, apologizing for bad service and offering redemption (where appropriate) is always a wonderful way to “kill people with kindness”. If they posted something negative on a public site like Yelp, and you approach it politely, acknowledge the issue and make an offer to fix the situation, other visitors to the review will see your kindness and in most cases they will brush off the negative review all together. When you don’t comment on these reviews,it leaves a question in potential clients’ minds.

Give your clients a reason to review- Did you know that: 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience? I hope that shows you that customer service is everything to your clients and they will never give you a good review if you give them mediocre service.

Reward those who review.- A reward can be as simple as a public thank you, or if you are really wanting to encourage reviews or simply do something nice for your clients, give your clients 15 minute free on their next session or something similar. This will further increase your relationship with them and word of mouth will only continue to increase from that client.

When clients review your service, they are taking time out of their schedules and lives to say something nice about you. You should look at reviews as something you earn and avoid asking for them directly. You can be guaranteed that clients will have nothing but kind words about you and your services if you make customer service the forefront of your business. Often times we lose sight of these small details. These are the things that make you stand out and it is worth your time to pay attention!

Thought or questions? Let me know!

Mercedes Diaz

Mercedes Diaz is a serial entrepreneur, owner of a small sports massage clinic in Boston,Ma, online marketing and advertising consultant, business visibility strategist and owner of three authority sites including Massage Therapy That Sells. She loves everything business and is happy to share her knowledge with anyone who asks.

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