I was talking to my beauty therapist this morning about the rise in the use of online booking for our allied industries. We both operate in a similar way; using online booking systems to manage our diaries and confirm appointments with clients, but with the online booking function disabled. We’re also similarly busy and booked up some way in advance, particularly at peak times.
I’m a firm believer in keeping up with the times and utilising new technologies when they’re available, but taking online bookings is, and probably always will be, a step too far for me (and Lucy, my beauty therapist colleague). Here’s why…
Complementary therapy is a very personal service. You’re buying the therapist as much as the treatment itself. Websites and social media convey so much about a person but they’re kind of a ‘one size fits all’ approach and the communication is one-way. You can only really get to know whether a therapist is right for you from a two-way exchange. I’m always thrilled when I receive an email from a prospective client which asks questions and expects a detailed response. Our exchange kicks off our relationship and we get to know more about each other throughout it.
What I aim to offer my clients is far more than a wet Monday afternoon treat, the idea of which was conceived first thing that morning. My purpose is to develop strong therapeutic relationships with clients (even if they’re only able to visit me occasionally) and this starts with that first email exchange. I like to think that I’m here to support you through major life events and actively listen to you when you need me to.
Online booking has its place but it doesn’t help to establish relationships from the outset. It’s too transactional in nature to do that.
Recent Comments