How do you manage your client database?

[Krishna]

As our businesses grow, keeping track of clients can become problematic. We have been using outlook and manual questionaires with excel to track stats. I am wondering how other therapists manage their client data.

[Kris Wilson-Slack]

I was managing them with my MS Outlook, when I had private clients. Now that I'm working for a place, I use something very basic - MS Excel. Since I only need to keep the time and date records for NCBTMB, I keep it very simple - Name, date, length, any short notes regarding the client in a comment field. For my clients at a spa who don't have a regular intake sheet, I keep individual SOAP notes in a binder for them. It depends where I work whether or not I keep the SOAP notes.

[Colin Spain]

HI there,
I am using a program called Clinic Director - made in Australia just for massage therapists and naturapaths by Tim Cooper. Dowload a trial at www.clinicdirector.com.

[Krishna]

Hi Colin, thanks for that feedback. Tim's software is fantastic. Really functional and affordable too. For those that want to manage their client base well, stay in touch to increase repeat business, and keep track of where clients they are coming from, and what they are spending, this software is a must.

Massage Therapist network can get an extra 10% off the already great price by quoting the code: MYMB2008.

[Colin Spain]

I chat with Tim regularly and lots of my thoughts are now in the program. He is usually very obliging and helpful. The version 3 is not quite rid of bugs but due to his computer being down, things haven't been fixed yet. I hope that the Promote works properly soon too.
I see u are in Brisbane - I will be up that way in September so may try to catch up with you.
Colin

[Barry Krost]

I use excel, but I will check out Clinic Director. Thanks.

[Jeff]

Hi. I use Access. I just drew up a preformatted A4 which new patients fill out and then transfer this to access which has the same fields. That way I can query any field I want eg who comes from which town, ages, male/female etc.

[Krishna]

Your existing database is the key to your success in 2009. Your database probably falls into one of these categories:

1. Database? What database?
2. I have some bits of paper with names and addresses somewhere.....amongst the rat droppings and cockroach poop...
3. Incomplete database. I started one but got distracted by something much more fun....
4. You have a database but don't use it.
5. You have a database and are regularly in contact with those on it.

I can relate to all of these, and have been at each point at different times. But, I promise you that those who answered number 1, will not have the success that the number 5's are having.

Today I want to encourage you to bite the bullet and get your data base in order. Here is a simple checklist, so your can start planting that seed and reaping your harvest.

 Create a manageable file of all leads and clients alphabetically. Ideally this will be on your computer into Outlook, Excell or Access. If you don't have a computer, an card system from your office supplier will do. (If you are too busy, pay someone to do it for you).

 Categorise you clients into A, B, C, D. This could mean your most active are A, or those that spend the most per session for example.

 Create a marketing plan for each segment. Keep it simple so it doesn't overwhelm. This could include sending a regular newsletter, sending a promotional postcard, or staying in touch for birthdays and Christmas.

 Activate your marketing plan. Without it you won't thrive, in fact you probably won't survive.

If you are thinking you can't be bothered or it's too much work, ponder this: 68% of clients go elsewhere because of indifference. It also costs at least 10 times more to attract new clients, than work with existing ones.

Additional success tips when working with your database:

-Keep your lists as current as possible (sending a Christmas card to someone from 5 years ago probably won't be effective, but may be insulting!)
-Make sure what you send is relevant. (Sending your male clients info about the latest womens' festival is just plain silly!) Classifying your lists will ensure relevancy
-If using email be sure that you have permission to send otherwise it may be considered spam and is illegal and you can be heavily fined.
-Use an email and newsletter managment system such as icontact or aweber to create beautiful newsletters and email campaigns.
-Create personalised postcards and brochures at very low cost using Vistaprint. They offer a huge range of designs for a wide variety of stationery. I especially recommend their postcards which are very good quality. Looking professional at all times is important.
-Be consistent - regular contact ensures better results and more referrals.
-Keep it simple, and enjoy regular contact with those you already know. Build relationships....it's the way good business is done....and it's enjoyable. If you don't like interacting with people, you are probaly in the wrong industry!

To your health practice success....
Krishna

[Lane Reiss]

Hi Krishna,

This is all very good advice. If people aren't using some sort of marketing system to follow up with their clients consistently, they will certainly lose a percentage of those clients over time. As you point out, it costs ten times more to gain a new client than to keep one.

I used to use Vista print for my cards, but I have since found a card campaign that I absolutely LOVE! It has an online contact manager, and I can group my clients into different categories, as you have suggested. I can then create campaigns for each group, or for all my massage clients, if I choose. I only have to enter their information once, and the campaign does the rest.

I can set the campaign to send a card right after their first visit, ten days after their first visit, on their birthday, on the anniversary of their first visit with me, etc. etc. Each card I create has my business logo, or picture, or some other branding element in it, and is personally addressed to each client. It even uses my own personal handwriting as one of the font options, and I can also include my signature at the end.

Each card costs me about $1.35, including postage (postcards are even less). These are 5 x 7 cards, with my customized logos and handwriting, personally addressed to each of my clients, and I don't ever forget to send a client a birthday card or a Christmas card (IF they are Christian, that is...Jewish clients don't get that one) anymore. I would never go back to handwriting my cards again.

If you'd like to try this system out, just drop me a line and I'll give you some more details on how you can send a free card to someone with your own photo (or logo, etc.) in it. Technology is truly making client management a joy.

Lane Romero-Reiss