Sports & remedial massage
Fixing the diary before touching the marketing
The studio did not have a traffic problem. It had a booking problem: enquiries arrived, and roughly a third never became an attended appointment.
ILLUSTRATIVE DRAFT FIGURES — replace with evidenced client data before publishing.
The situation
A two-therapist sports massage and rehab studio with decent visibility and a steady flow of enquiries. On paper it should have been thriving. In practice the owner was working six days and still not hitting target.
The bottleneck was not demand. It was everything that happened after the enquiry.
What was holding them back
- Bookings taken by phone and Instagram DM, tracked in a paper diary
- No reminders at all, and no cancellation policy in writing
- Calls missed during treatment were rarely returned the same day
- Rebooking left entirely to the patient to remember
- Payment taken on the day, in person, with frequent “I'll send it over tonight”
What we did
Practice software configured with real appointment durations, buffers and resources. Online booking opened, offering only the slots the owner wanted filled.
Confirmation with directions on booking, intake form completed before arrival, reminders at 48 and 2 hours, and a written cancellation policy shown at the point of booking.
Any unanswered call now triggers a text within 60 seconds with a booking link.
Card on file for late cancellations, deposits on first appointments, direct debit for the rehab membership, plus six and twelve week recall sequences.
What happened
No new marketing spend was involved. The entire gain came from converting demand that was already arriving.
The missed-call text-back was the single highest-return change, recovering bookings from people who had already moved on to calling the next studio on the list.
“I thought I needed more patients. I actually needed to stop losing the ones already trying to book with me.”
Find out what your clinic is missing
A free 20-minute review of your website, Google Business Profile, reviews and booking flow. You get a written summary of what to fix first, whether or not you work with us.