BBR Marketing

How I Learned a Lesson in Client Service from a Man Running his Hands all Over my Naked Body…

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Got your attention? This past Sunday, I got a massage. I haven’t been splurging on this type of thing much lately, but I got a crazy deal and decided to take advantage of it. I showed up and the massage therapist asked me about any areas that were bothering me. I told him about how I seem to carry stress in my neck and shoulders and also how my lower back/hips have been sore lately. He left the room, I undressed and hopped on the table.

The massage seemed nice, but nothing special for the first half hour. Then he started focusing on my legs and hips. After some deep tissue attention, he told me that the reason I am experiencing the lower back pain is the way I sleep. He then proceeded to describe exactly how I sleep down the to detail of how I throw my bent left leg on top of the covers for temperature control. It’s not like I sleep on my back or something mundane like that. My right leg is straight while my left leg is bent. My right arm is straight out under my head and my left arm is bent and usually winds up under my face. Turns out I’m throwing my hips out of alignment and causing stress on the muscles of both my hips and neck and shoulders by doing this. I was speechless.

The thing is, I went in for a nice massage, to relax and hopefully feel better when I walked out of the room than when I walked in. And I did. However, this massage therapist went above and beyond what I expected of him. He not only made me feel better, but gave me suggestions on how I can help eliminate the source of the pain, rather than continuing to deal with it or treat the symptoms.

How often do we go that extra mile for our clients? Do you not only do the job you were hired to do, but also look for ways to make your clients’ businesses better? It may not be expected of you, and you may not get paid for the added attention, but it will certainly make a lasting impression. Ideally, one that will make them more loyal to you than they were when you walked in the door.