The #1 Reason Clients Don't Rebook & The Immediate Solution

“Why don’t my clients return? It’s so frustrating to provide an effective session for a new client, they love it and yet they don’t rebook!”

Sound familiar? Do you find yourself asking this question?

This is a hot topic in my business coaching with reflexologists. The problem: clients not booking a return appointment. The solution: 3 magic words!

There is a major reason for this struggle and there is an effective solution, if you have the right MINDSET. Have you ever heard someone in the holistic business say they were too right brained to be business-savvy as well? That’s a mindset – a belief that sets limitations and will block you from client returns.

Holistic providers and healers are often right brain dominant which gives you the ability to tune in, connect hands, heart and spirit to create a healing space. That heart-centered space is an absolute for any practitioner of healing art. However, if you are in business, it is equally critical to hone your skills in the art of business building. Left-brain, linear activity goes with the job if you wish to be successful.

What’s this got to do with clients rebooking? What I am about to share will require you to process using right and left brain thinking: that of higher purpose and the highest good along with logic, psychology and reasoning.

As a Holistic-Preneur you wear two hats and each hat involves a mindset – the “Healer Mindset” and the “Heart-Centered Entrepreneur Mindset”. Both are necessary to build a holistic business. In reality, you are always accessing both mindsets. It’s a matter of consciously shifting from one to the other as needed. How do you do this?

It’s a fact that growing your business involves left-brain activity. This can feel like way too much work for the right-brain practitioner. They say things like, “I just don’t like doing the marketing part, why isn’t it enough to give a great session to keep clients coming back?” That’s the “Healer Mindset” that would love to just stay in healer mode. The shift comes when you recognize that you have done your best session, they need to come back and it’s your job to help them make that decision. So you put on your ‘preneur’ hat, shift perspective and make it happen. You create a business relationship = therapist/client. No-brainer!

Reaching more people, touching more people and enjoying a thriving practice doesn’t happen without creating relationships. Many holistic practitioners go in business from a desire to help others, never considering HOW they will attract clients into their practice. They shy away from the idea of marketing because of the notion that it sounds like selling or they just don’t know what to do. Just as you learned to perfect your skills as a therapist, you can learn to develop and strengthen an entrepreneur mindset and the ability to attract clients and relationships.

Of course, it will require effort as all aspects of your business, but support is available. As a personal business coach and mentor, I provide step-by-step systems to empower you with savvy business skills while nurturing your healing gifts.

Now to put this in action. As you consider your two business hats and mindsets, I want to give you the 3 magic words that get clients to rebook. Which hat do you suppose you’ll need and which mindset to learn this new business skill?

If you guessed your “entrepreneur mindset hat”, congratulations! The 3 magic words will appeal to that mindset. The healer mindset thinks, ‘why don’t they rebook?’ The preneur-mindset thinks, ‘what action can I take to help a client book with me?’ Switch hats now! Go ahead, use your hands and pretend you are putting on the mindset of an entrepreneur! Ready?

The #1 reason your clients don’t rebook is this:

You leave it up to them…when it is YOUR responsibility to help them take the next step! They expect you to inform them and tell them what’s next and in their best interest – they expect a “Call-to-Action” from you. The #1 mistake is not asking them for the business - INVITE them to be your client.

The Healer Mindset forgets this because it loves to stay in healer mode, it’s uncomfortable switching to business mode or it prefers to leave it ‘to the Universe’. Functioning only from this mindset will limit your opportunity to reach more people who will benefit from your services. The Universe will respond to your taking action as a knowledgeable and pro-active entrepreneur.

The 3 magic words: “CALL TO ACTION”

A call to action is a request to do something. It answers the unasked question, Now what? Or what’s next? What makes a call to action so important?

• People need and want clear instructions on taking the next step.
• Clients make ‘best informed decisions’ AFTER a positive experience.
• It’s easier for clients to book before they leave, than reconnect later to book.
• Your ideal clients are motivated and come to you thinking, “Just tell me what to do!”

Six steps to create a clear call to action:

1. Decide exactly what you want a client to do after a session. What options do they have: packages, savings, 2nd session rate, two-for-one? Use action words to tell them the next steps. 

Your dialogue might go like this:
Let’s book your next appointment so that you can continue to (plug in the solution). I’d like you to return this Friday. I suggest you choose this package because… So today’s session would be #1 of the package and we can book your next two appointments now. You can use credit card, check or cash. Which do you prefer?

Giving someone an opportunity to pay you gives them permission to say, “I’m worth it. I deserve this” which is empowering to them.

2. Have a compelling offer or reason for them to take this step: “This package is a favorite because it will allow you to get faster results, save money and have you back to work sooner”. “At your next session, we will focus on…in order to …”

3. Focus on what they are gaining: benefits and solutions to their needs.

4. Make it easy! Show your offer, price, state which problem it will solve and ASK which package or session they prefer.

5. Convey a sense of urgency: for example, “for quicker results, I’d like to book a session for you this week and next. Would this same time work for you?”

6. Give them options with clear choices: Is Monday or Thursday best? 10am or 2pm?

In summary: Be clear, tell them what to do next, give them a good reason and make it easy as pie to do. Be ready to be amazed at how people take action once you get this clear.

Clients expect their healthcare providers to pre-book their next appointment. They expect it from their doctor, their PT, their hairdresser and their dentist. They are familiar with the call-to-action and they respond. They expect the reminder card, “Your Next Appointment IS”.

In fact, when this one element, the Call to Action, is added to every piece of your marketing, promotion, classes, lectures, networking and one-to-one interaction with potential clients, it WILL transform your business and make it so easy for your clients to rebook, return and refer!

What opportunities are you and your clients missing when they leave your office without rebooking? You want your clients to take action after a session – it is the most positive door of opportunity for a clear call to action. Master this and you will immediately increase your client rebook rates.

Request my FREE REPORT, “Think Like a Holistic-Preneur: Shift Your Marketing Mindset & Attract Clients to Your Healing Practice”.