Customer service is everything that happens from
the time the person even thinks about getting a massage to the first contact
which is usually the phone call. It is important that service begin in the ad or
website that directed the client to you.
Here are some things to consider regarding that first call:
So you've gotten a call from someone wanting
an appointment. Here are some things that you should prepare for:
Do you have a phone answering service, message
machine or voice mail service? Message machines and voice mail
are acceptable in this day. Having an answering service or receptionist
would be preferable but is not always affordable in private practice.
Is your message too lengthy, (too many instructions
that go on and on that they hang up before they figure out what to do)
or too short (not enough information so they don't know what to do).
Does the machine/mail box have enough space
for the client to leave the information they need to?
Does the call waiting cut their calls off?
Are they able to get to the appropriate mailbox
If you have a receptionist, they have to be
kept up to date as to your schedule, etc.
Is the receptionist always courteous and friendly?
Or rushed and sound like the caller is interrupting their lunch?
This is the most important: Are
ALL calls returned within a few hours? Calls should never go unanswered
over night. Make time in your schedule everyday if necessary to return
Be prepared to describe your service: What
type of work do you do? What are your fees? What is your cancellation
Prepare a short questionnaire to see if you
and the client seem compatible? What kind of massage have they had
before? What are the details on the injury/problem? Is this
something you work with?
Start an information card on the client so
you can have some information on them when they come in for their appointment.
What are they contacting you about? What is their physical complaint?
Who referred them?
Have a brochure and business card you can
send if they are not ready to make an appointment yet. You may want
to include in it a special offer such as a complimentary consultation to
try your work, or a discount off services. If you are sending them
something, keep a record of their address so they can be included in future
mailings of special offerings.
So you have them in the office.
Keep these points in mind.
While on the table:
Are you on time for the appointment?
Is the treatment room ready for them?
Is the office clean and presentable?
Do you listen closely to their concerns/ health
Do you take notes on what they are telling
You may want to review your policies with
them or have that included in an intake form.
Note: Most people will never tell you
how they really feel. Your communication is vital in the treatment.
Be specific in asking people how they are at all times. People tell you
what they think they should say. Some think a little discomfort is
to be tolerated. Some think they are supposed to tolerate a cold
room, music they can't stand, or room lighting. They don't want to
hurt your feelings or let on to their true feelings.
Is the temperature of the room adequate?
Not too cold? Not too hot?
Are you in constant contact with the client
regarding what you are doing and what they are experiencing? Is there
pain, discomfort, relief?
Are you watching their responses? Do you encourage
them to respond vocally, physically, emotionally to the treatment?
After the treatment:
Remember, each client chooses to come to you
for a specific reason. Each client is like a special gift from the
universe - A chance to serve, a chance to learn. You never know what
will come of one session. Will they send their whole family to you,
their whole office? Will they never come again because you never
asked them too. This is a grand opportunity to provide a safe place
for healing, rejuvenating and renewing life energy.
Provide water and suggest drinking specific
quantities of water, taking a detox bath (epsom salt, baking soda, sea
salt) or any other specific self care instructions.
Make sure they leave grounded and balanced
Make an appointment for their next session.
Tell them to call if they have any questions
about anything - the treatment, how they felt that night, how they feel
the day after, what kind of lotion/oil did you use.
Call the client the next day or two and ask
for specific feedback regarding the treatment. How is your neck,
back, shoulder? If they didn't make an appointment when they left,
ask if they want to make one now or later.
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