Our support staff had an interesting phone call the other day. A client of over 3 years was expanding her clinic again to include yet another massage therapist. She called to get some assistance in setting up the new therapist in her massage manedger system.
The client had an interesting comment.
97% of their clients book online.
In fact, so many clients book online that new therapists are only trained on how to check their requested appointment times ONLINE and are no longer trained on how to answer the phone! The few calls that do come in, can easily be handled by one person and no longer need to take the time of other therapists learning how to answer the phone, look up times and dates and manually book appointments. Their answering machine provides their friendly web address and once clients book once online, they find it easier and friendlier than leaving messages and playing phone tag.
