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Customer Service

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:

  1. 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.
  2. 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).
  3. Does the machine/mail box have enough space for the client to leave the information they need to?
  4. Does the call waiting cut their calls off?
  5. Are they able to get to the appropriate mailbox easily?
  6. If you have a receptionist, they have to be kept up to date as to your schedule, etc.
  7. Is the receptionist always courteous and friendly?  Or rushed and sound like the caller is interrupting their lunch?
So you've gotten a call from someone wanting an appointment.  Here are some things that you should prepare for:
  1. 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 calls.
  2. Be prepared to describe your service: What type of work do you do? What are your fees?  What is your cancellation policy?
  3. 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?
  4. 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?
  5. 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.

  1. Are you on time for the appointment?
  2. Is the treatment room ready for them?
  3. Is the office clean and presentable?
  4. Do you listen closely to their concerns/ health intake answers?
  5. Do you take notes on what they are telling you?
  6. You may want to review your policies with them or have that included in an intake form.
While on the table:
  1. Is the temperature of the room adequate?  Not too cold? Not too hot?
  2. Are you in constant contact with the client regarding what you are doing and what they are experiencing?  Is there pain, discomfort, relief?
  3. Are you watching their responses? Do you encourage them to respond vocally, physically, emotionally to the treatment?
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.

After the treatment:

  1. 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.
  2. Make sure they leave grounded and balanced
  3. Make an appointment for their next session.
  4. 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.
  5. 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.
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.

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