Questions and answers about
THC client promotion programmes
If you have chosen to participate in The H Club’s
voucher promotion programme in your membership application, this will automatically lead to your inclusion in our free register
for promotion as a member practitioner to a huge potential customer base and is an excellent way of attracting new customers
in your area.
Who will be included in what promotion
All The H Club member practitioners will be promoted, unless they wish
to opt out as shown on their membership application forms. Changes in your
needs may be notified by e-mail to The H Club from time to time during the year.
You can be included in ‘2 for the price of 1’ or ‘% off list price’ or any other types of
voucher schemes. Obviously, we cannot guarantee you will get clients, nor that
you will convert but if you don’t participate, you won’t even have the chance of converting clients.
Why do clients ‘phone The H Club first
The H Club receives the initial calls from clients to do the necessary
client pre-screening: ie first level health, seriousness, potential for conversion to paying client, contact details, preferences
etc. Thus improving the potential for you to convert the clients and hopefully
reducing the ‘no show’ rate typical of these sorts of promotions through other bodies.
We also monitor both the number of enquiries, the uptake and the conversion rates for our marketing partners –
saving you this administrative time and effort.
How are clients allocated to Member practitioners?
The H Club has numerous members and venues
and offers sessions strictly subject to availability at the chosen location on a suitability basis determined exclusively
by The H Club at the time.
Alternate member practitioners may be available at any one time but only one member
will be passed contact details at any time for a referred client therapy session. The
basis will be determined by The H Club at its sole discretion.
Rest assured, we will seek to share work across
members as best we are able to do at the time.
should I join if there are other practitioners in my area who are already members
A bit like Doctors
who work as a team would in a GP group practice surgery. We have found that it
doesn't matter how many people are in your area who are members for the following reasons:
1. You are competing
with them anyway - but as members, we all agree not to start a price war AND not to knowingly and purposefully poach clients
from other members.
2. Clients are
matched geographically closest for the skills on offer to the client. That way
clients are more likely to repeat call........ ‘convenience is a great thing’.
We have noticed that a 10 mile radius seems to be as far as most people will travel - although a number of our practitioners
have exceptional cases where people will travel literally from one end of the country to the other.
3. Client matching
here at The H Club tries to ensure that ALL practitioners get a fair allocation
if there are several within the same post code area - indeed, we have had 2 practitioner members who lived in the exact same
post code - almost next door to each other. They had slightly different skills
although there was an overlap. We try to be even handed about the allocation.
How will I know I have been allocated a client
The H Club will call/e-mail you with the appropriate client contact details,
initial health and other screening information, client availability and requested treatment types as available.
Member practitioners must confirm receipt and have 24 hours in which to contact the client to agree appointments
(in your own home studio or mobile, as appropriate to the promotion, on dates and times to suit you).
much business can I expect
Please be aware
- we aren't selling you a client generation resource - we don't want you to be disappointed if the numbers aren't there in
the hundreds for you and you alone. We have had some practitioners with 20-30
referrals over a year and others with only 5 or 6.
We take the
view that even if you only converted one referral client to a regular who pays you for a one hour session at our list price
- you would have recouped the membership contribution and made a small profit too. Remember
though, we are a club of independent practitioners who try to help each other in more than just client generation. That is not our sole purpose. Our stated aim is to promote
Happiness, Health and Harmony to public and business clients through the use of our members wellbeing services.
How do I control how many clients I am allocated and when I have to do the appointments?
Member practitioners are able to stipulate to the client which days the offer can be
taken and can be specific on treatment types and duration of sessions to ensure the offer works well for you.
You can therefore target quiet periods or drive traffic to those types of treatment/therapies
you want to increase. It is an excellent way to build up a new customer base
utilising your less busy times.
Will anyone else be passed the same details?
Member practitioners have 24 hours from time and date of initial contact by The H Club
to confirm back to The H Club by e-mail the details of what treatment, date and
time was agreed with the client.
In the event of difficulties in contacting the referred client, The H Club
you can request us to help you make contact or you may ask for an agreed extension to the ‘initial contact acceptance
Can Referred Clients be shared?
In the event that no agreement can be reached regarding an appointment date and time with the referred client, you
should telephone The H Club within 24 hours to agree a course of action and to
enable the referred client to be re-assigned to another member practitioner by The H Club.
Once a referred client has been accepted by a member practitioner they are assigned to the practitioner for all therapies
offered by that practitioner and registered for that practitioner at The H Club.
Other therapies or types of session requested by the referred client may only be offered to an alternative member
practitioner by The H Club should that situation arise.
Post assignment of a referred client to a member practitioner, The H Club
may include that client in other promotional programmes via The H Club. Any response will be directed to the member practitioner assigned to that client or alternative in accordance
with The H Club referred client assignment procedures.
Please note, the client does have the right to specifically request a change of practitioner if they are dissatisfied
with their allocation. They will not be offered a repeat free treatment if you
have already given one. You would be advised if this should happen.
Can I pass on the client details to a non member of The
H Club if I can’t do the appointment?
Member practitioners are specifically asked not to pass client referrals on to anyone else if you get too busy (wouldn't
that be nice, unlikely but nice !) or if you are too far from the client or if you do not offer the session type that they
want. Please notify The H Club and
we will re-allocate to another member practitioner at your request.
The H Club has committed to our marketing partners only to use 'named'
quality assured therapists where The H Club holds the copies of validated qualifications
and current copies of insurance documents.
happens if I don’t work all year round and what about my holidays?
We have noticed
that a number of practitioners in their more senior years go away for a month or more on extended holidays. Others take a break in the early months of parenthood. During
these holidays, we have found that some of our practitioners work together and provide cover for each to minimise disruption
and loss of clients. The client is always returned back to the first practitioner
once the break is over. But at least the client isn't lost, never to return again. Once again it is about the co-operation and trust that has arisen between our member
What do I do if one of my own clients wants a treatment or skill that I can not offer
do try to cross refer to other members in their own locality who have different skills.
We have an element of trust - the person who does the cross referral is the one who retains the client for the therapies
that they do and the other works under the firsts request for different treatment types.
In this way, we have found that it can actually be helpful to have other practitioner members in our area. Yes - this implies trust - but we can't work alone forever and still meet every need of our clients.
We would like
GP's to refer potential clients to us for our skills and expertise. We would
respect that the GP was still the person handling the client’s medical needs though.
It is a similar thing with member practitioners who have different skills. The H Club is a co-operative and its members are encouraged to help each other with client referrals
- this is usually done using the central matching service.
How long should the sessions be ?
Our standard session time is for a ONE HOUR slot. This includes the consultation
Over the years, we have found that clients gain greatest benefit from an hour session
- the time is long enough to give them 'me time' and not so long that it causes them stress in their already hectic lifestyles.
It is also long enough for them to make tnote of providing for the time slot in their
diaries and not to abandon or miss appointments just because they are a few minutes late arriving.
You will be advised of any DICOUNT or FREE element if this is applicable.
Sessions will normally be either a minimum
¼ hour TASTER TREAT (if FREE) or will be for a discounted or fully paid 1 hour time slot (both to include your
wellbeing consultation time).
Please be aware, our policy is to minimise our involvement
in entirely FREE promotions. These will never be agreed at anything greater than the FREE 15 minute TASTER TREAT.
What activity/therapy/treatments can I offer?
In addition to any therapy specified on a promotion voucher, you may choose to offer
various other forms of massage including back acupressure, aromatherapy, reflexology, Indian head massage or other free health
and wellbeing related session (Life Coaching, Nutritional Advice, Personal Training, manicure, pedicure etc). These should be offered by the practitioner at the chosen location in line strictly in line with their
availability, qualifications and insurance.
Copies of such qualification and current insurance documents must first be lodged
with The H Club in advance of being offered to a client.
What conversion rates
should I expect?
Over the past 8 years we have found that clients who
receive FREE vouchers often believe, quite mistakenly, that the voucher issuing company is paying for the session.
As a result, there is NO feeling of commitment on the
part of the client to return - even if they have had an excellent experience. This has the effect of de-valuing
our services in the marketplace as clients become conditioned to expect that practitioners are quite happy to work for no
In addition, we have noticed that clients who hold entirely
FREE vouchers also have a greater tendency NOT to cancel AND not to show up for appointments.
As a result, we are now carefully screening all and
any entirely 'FREE' promotions in which we are asked to participate. Most of which we now have a policy to decline.
We do have a small number of run-out promotions with FREE voucher entitlements. However, if you feel you have no available
off-peak time slots left, we have ensured that you have the right to decline the voucher due to lack of availability.
We do believe in providing the very best service possible
and believe that this can only be done when a practitioner knows that the service they are giving is being fully appreciated
by the recipient. We thus favour '2for1' and '%-off' vouchers in addition to 'fully pre-paid' voucher services.
Careful performance analysis over the past 2 years of
all our promotions has shown that the only voucher promotions to reveal 98% client conversions have been ones where the
client has committed to pay something towards the session.
On the other hand, entirely FREE promotions tend to
end up with excessive 'no shows' and people who never return.
What 'entitlement' must I give to voucher holders
The offer we are looking for you to provide is a reduced price, 2for1 or free
session in a Health & Wellbeing Treatment. It can be any length of time equal
to or LONGER than the minimum specified for any particular voucher promotion. Usually
these are set at 15 minutes only for FREE TASTER TREAT promotions and one hour for 2for1 or discounted promotions.
In addition to the treatment specified in the particular voucher promotion, you may
also choose to offer the client a choice of any relaxation treatments/therapies/sessions/coaching that you are qualified and
insured to provide and for which we hold copies of your certification and insurance and that you feel are suitable for this
offering and the specific client.
Do I need to use Consultation declarations and
Absolutely. Member Practitioners MUST make
a written record of the Consultation, signed by the client with appropriate disclaimers as required by Professional Codes
of Practice and Insurance companies.
For the initial and all subsequent sessions with any client, the member practitioner
will maintain written, signed consultation documentation for each client
The client will be entitled to a free 'THC Health and Wellbeing Review' or agreed member practitioner consultation,
at commencement within their initial session. This is included within the session
time and takes the form of the Health declaration which must be signed by the client.
The H Club can supply copies of 'THC Health Declaration' to THC member
practitioners although most practitioners prefer to utilise their own consultation, disclaimer and health declaration forms
(your alternative may be submitted to The H Club for comment if you wish).
The initial consultation should take about 15-20 minutes for a one hour session.
For 15 minute taster treats, this may be shortened and is a simple Client Declaration of Health and should take only
5 minutes duration.
What happens if the client has Contra-indications?
Voucher holders taking any form of prescribed medication or under medical supervision must first seek confirmation
from their medical adviser, physiotherapist, counsellor or psycho-analyst (as appropriate) that they have no objection to
the voucher holder receiving the chosen treatment.
Where contraindications exist, the member practitioner will ensure that the client signs
a disclaimer that confirms that their medical adviser/GP etc has no objection to them participating in the session, that they
consider themselves well enough to participate in the session and take full responsibility for the outcome and that they have
received full information about contra-indications, contra-actions and home care advice.
Who covers Liability?
The H Club is not liable for any issue or injury. All member practitioners warrant that they do and will continue to individually hold full insurance for
the treatments and sessions they deliver. Copies of current insurance MUST
be lodged with The H Club.
How does The H Club ensure Quality Assurance of other member
The agreement with our promotion partners specifically provides that The H Club
does all the quality assurance of member practitioners and requires practitioners to use the THC Health and Wellbeing consultation
(or agreed alternative which should be submitted by the member practitioner to The H Club
for approval), are properly qualified and are individually adequately insured and that The H Club
runs the client pre-screening service.
Post assignment of a referred client to a member practitioner, The H Club
member practitioners have specifically agreed that The H Club may include that
client in quality assurance procedures and checks of customer satisfaction as conducted from time to time by The H Club.
Any perceived shortfalls in service levels or customer satisfaction will be discussed with the member practitioner
and an appropriate course of action set out by The H Club.
What happens when my prices are different than those list prices set by
The H Club and advised to the client?
Most member practitioners of The H Club
charge from £36 to £60 per hour depending on session choice and location.
For clients referred through The H Club
promotion programmes who subsequently take holistic, complimentary, nutrition and sports therapy sessions the client will
be advised of The H Club’s recommended list prices,
ie for 2008/9, the charge rate is £44 per hour irrespective of which treatment is given.
The H Club has set an ‘expectation’
price with the referred client. It is up to you to decide whether your services
are worth more or less than that list price and what individual promotions and discounts you then offer at other times.
Your existing clients and documentation may already be at different levels. This is not a problem. You can explain that you offer a discounted price to your loyal customers
who repeat book with you.
It is specifically agreed that you will NOT try to win clients on the basis of ‘cut
price’ therapies designed specifically to undercut your fellow member practitioners.
Our member practitioners are all worth every penny.
Believe it, and ensure your clients receive a service that makes them agree with you.
Sure, everyone enjoys a ‘deal’ or ‘discount’, we all like ‘loyalty’ rewards but
make it just that. Don’t under value your own expertise or that of your
What happens if I can’t agree an appointment
with the referred client?
Available appointment times and days of the week can be set by you for your availability. Each member practitioner may agree with referred clients the most appropriate time and date for their appointment.
Where agreement can not be reached, the member practitioner must telephone The H Club
and the client will be re-assigned to an alternative member practitioner where-ever possible.
What happens if a client has more than one voucher from different promotions?
We allow only one free session against any voucher per person. No cash alternative is available. No voucher can be used in
conjunction with any other offer.
What happens if a referred client cancels?
Referred clients will be made aware that a cancellation policy is in operation for voucher
and non voucher holding referrals. Member practitioners may charge referred clients
according to the cancellation policy.
You must ensure you advise clients at the time of making
an appoitnment that the policy will be adhgered to, if you wish to apply it. Not all practitioners do, but many are
now adopting this strategy rather than loosing working hours due to the lack of consideration and ill manners that a
small number of people may display.
The H Club
cancellation policy is in all our promotion terms and conditions and is shown on our Client web-site www.TheHClub.co.uk.
No recompense for cancelled appointments may be made by or sought from The H Club by the member practitioner.
Are there any pre-requisites for the client and/or
We suggest that appointments must be booked at least 2 weeks in advance unless otherwise
agreed by the member practitioner.
Voucher holders must be over 18 years of age.
Voucher holders and referred clients must comply with any requirements associated with contra-indications, medical
care etc otherwise the member practitioner may decide to decline to give a session
appointments are strictly 'subject to availability'. If you have no availability, simply advise the client of this and
refer back to The H Club for next steps.
What do I have to pay to The H Club for the client
Remember, this is the process for the initial stages of our growth in this marketplace. We won't be inundated at first, it could take another 12-24 months or so to get really well established
and we will need to improve our UK-wide coverage for that.
The H Club can not guarantee how good the reception or response will
be just now. After all, we can only offer as many locations as we have members
and there is no way to make clients take up any offer. That is why The H Club is not asking for anything from the practitioners other than their club membership
contribution at this time.
As our business grows, there may be a need to have some sort of a ‘new client’ finder or referral fee
payable back to The H Club.
We are not at that stage yet but, should the time come in the future, The H Club
will advise and discuss with members before introducing it.
Our view is that it might be somehting like a one off payment for each new client referral. It would probably be based around a contribution to the costs of the screening and referral service, marketing
and contract arrangement with partner organisations with whom we work.
Rest assured, The H Club will only be introducing this as and when the
numbers received and workload involved become big enough to warrant it.
What promotion campaigns are in place through The H Club?
The H Club has a number of marketing partners
with whom it has agreed partner specific voucher promotion agreements. These
will be advised to members from time to time by way of the web-site for practitioners (www.TheHClub.org.uk)
The H Club, in conjunction with a number
of its members, participates in local events, crafts shows, exhibitions where it pays for stand space and supplies brochures
detailing all our members locations and services. We also distribute our own
2 for 1 vouchers to new clients who can be referred using the screening system. With
2 for 1 vouchers, member practitioners receive the full price payment for the first treatment and offer the second to the
client free of charge.
The H Club is involved with a number of
charitable and community groups and ensures that brochures are always made available with associated voucher schemes where
Additionally, The H Club has a number of
associate member organisations where we cross promote and cross refer clients due to the nature of our mutual interest in
health and wellbeing. These include sports clubs, charities and wellbeing organisations.
A number of local businesses in Cheshire have also agreed to distribute to their clients
brochures and associated special offer vouchers to be used with participating member practitioners of The
What is the annual membership contribution for?
The annual membership contribution helps to cover some of the costs of marketing, telephone
and e-mailing you details of new clients, the administration etc. and organisational costs associated with creating our brand
and allowing you to benefit from the new client interest it creates. It in no
way covers these costs but is a sign of your commitment to building your business on a professional basis with us helping
to generate that ever valuable new client interest in the work we do and services we supply.
So come on – join us at The H Club
and help us help you build not only your business but also the quality and reputation of your profession