Out of Sight, Out of Mind
So you have been seeing a client for several years and all of a sudden, they disappear. They don’t reschedule and they don’t call. What happened? Well, short of asking them, you cannot assume you know the answer. Some of the reasons clients discontinue treatment are:
- Relocation
- Job change
- Loss of job
- Not getting the same value or perceived benefits
- Interested in trying new modalities in healthcare
- Loss of interest
- Found more suitable therapist for them at that time
- No longer satisfied with the services
- Bad experience
- No good reason
- OUT OF SIGHT, OUT OF MIND
 As you can see from the list, some things have nothing to do with you and would not warrant you trying to reactive them. If a client moves out of state, unless they come back to visit friends, you are not likely to see them on your table again. Depending on how long your therapeutic relationship has been, you may have known about their relocation in advance.Â
 I have found that when most clients discontinue treatment, they do so because you have slipped from their minds and consciousness. You know the saying, “Out of sight, out of mind”…. nothing could be more true in the massage industry, especially in the absence of pain. If your client is in pain, massage may be at the forefront of their minds. If you provide relaxation and maintenance massages, you may easily slip from people’s minds as they go about their daily activities.
Your job… keep in touch. Stay in the forefront of people’s minds and conversations. And of course..
Stay focused.
I’ve called a long-term client that disappeared and found out there had been a terrible tragedy in her family, and as a result she suddenly had custody of four young grandchildren. She was very harried, and definitely needed a massage but had not been able to take the time for one. If I hadn’t called her, I would have never known.
When I haven’t seen someone in awhile who has been a regular client, I pick up the phone and call or send them a handwritten note. Let them know you haven’t forgotten about them, and they won’t forget about you.