Impeccable Client Engagement
Staying Connected and Engaged

My wife, Maggie, and I enjoy the occasional professional massage. We’ve visited many different service providers over the years – everything from the local Groupon massage referral … to a honeymoon couple’s massage on the beaches of Roatan Island – and we’ve observed that not all practitioners are created (trained) equally.

One specific thing we’ve noticed is that while some massage therapists do a wonderful job of staying connected to you during your massage, others may leave you feeling a little disconnected. I’ll explain…

I’ve recently learned that the professionals are taught to practice something really special and quite effective. They’re trained to keep at least one hand on you at all times, no matter what. This would explain why many of them keep a holster of massage oil on their hip, instead of a side table or storage cart, which could end up out of reach. Think about it. Here you are, face down, eyes closed, treating yourself to a luxury – all while putting your trust “in the hands” of a professional.

This “one-hand-at-all-times” best practice is what maintains that trust; it keeps you feeling connected and engaged – both physically and emotionally.

Your clients should be receiving the same treatment. Of course, you don’t necessarily have to make a physical connection but some form of ongoing engagement is important. More than keeping your name and face in front of your clients and prospects, this is about engineering ongoing experiences that exceed expectations. And there are bonus points for creativity …

One Valentine’s Day, I opened my mailbox to find [Read more…]