Reducing friction

Reduce friction: Help clients who want a massage actually get to the table

How many times have your clients thought “I’d really like a massage right now”? What percentage of the time did they actually end up on a massage table? We all know that massage feels good, and people love to receive them. So how can we make sure that people who want/need a massage actually get one, instead of getting stuck by all the “stuff” in the way?

Goals

Make it easy for clients who want a massage to act and book your services ASAP
1. Make sure your info is easy to find/store
2. Provide multiple ways for them to communicate with you (email, voice, text/SMS, website, etc) so they can reach out 24/7
3. Allow them to see your availability, so they know when you can meet
4. Utilize a service offering booking anytime. This way you don’t lose clients because you’re in a session and can’t answer the phone.

Toolkit

• Presence: Be everywhere that clients could look for your info
• Asynchronous: Allow communication to happen in forms that don’t need real-time connection
• Transparency: Allow people to see when you’re available to serve them
• Time to booking: How fast can your clients confirm a booking from the impulse to get a massage?

Example Resources

• Contact information tools: Is your contact information easily accessible? Tools include: online profile/website, business cards, refrigerator magnets, “preferred lists”, Outlook integration (vCard)
• Online calendar: Show availability online so clients can see open times
• Online booking: Ability for clients to book appointments online 24/7
• Newsletter: Keep your contact information in their inbox
• Online profile: Make sure you can be found via Google and other search engines