Our blog talks a lot about marketing, advertising, and clinic-growing techniques, but it’s important to pause every once in a while to focus on the one thing that must be mastered before any of these techniques will be useful: customer satisfaction.
To get multiple rebookings and referrals, you must have a happy customer. This involves not only great treatment, but also great customer service from start to finish. Was your website easy to navigate? Are you easy to get a hold of to book an appointment? Is your waiting area a peaceful environment? These are all factors in a customer’s satisfaction and areas where there is potential room for improvement.
While it’s a great practice to ask your clients if they were happy with the treatment and if they are likely to recommend you to a friend, sometimes it’s hard to get honest feedback this way. Instead, think about integrating anonymous customer satisfaction surveys into your follow-ups. There are simple and free tools, like Survey Monkey, that allow you to create an online survey to gather feedback from your clients.
The process is quite simple and could give you a ton of insight into your business that you otherwise would not have known. And every time you have a chance to improve your clinic, the better you will do.
Getting great feedback is simply a matter of:
- Sign up to Survey Monkey (or a similar survey website)
- Create your survey
- Email a thank you to the client after their appointment and ask if they’d be willing to provide some feedback.
Here are a list of questions that you can consider asking (some of them taken from the American Massage Therapy Association website):
Relating to the treatment:
- Did the quality of your massage meet your expectations?
- Was the massage therapist understanding of your needs?
- Which reason most closely reflects why you seek massage therapy?
- Stress relief
- Pain management
- Injury/Increased physical activity
- How was the pressure during the massage session?
- Too hard
- Too light
- Did the massage therapist address your areas of concern?
- Please describe the best part of your massage experience.
- Please describe what you would have changed about your massage experience.
Relating to customer service:
- Was my website easy to navigate?
- How do you prefer to book an appointment?
- By phone
- Did you find it easy to book an appointment with me?
- Did the massage therapist make you feel welcome and appreciated during your treatment?
- Did you find our environment to be relaxing?
- Did you find our environment to be clean?
- Would you recommend our clinic to a friend?
- What do you think we can do to improve our business?