Issue link: https://www.massageandbodyworkdigital.com/i/465652
If You Have Front Desk Staff If you work in a spa setting, massage chain, or salon, the postsession conversation can be done in as little as five minutes. Don't leave the client on her own at the front office. Walk her to the front counter and assign or remind her of her homework. Use phrases like, "Remember to stretch throughout the day," or, "Let me know what your chiropractor says for our next session," to remind her she needs to do some follow-up. This is also a good time to show your client some stretches or discuss the next appointment. Direct her to a specific front desk staff member and say, "Eric will get you scheduled for your next appointment. I would recommend coming back in two weeks." By doing this, it will inform both your client and the front desk staff that there is a follow-up planned, and the front desk employee can take over with the scheduling and/or sale. If You Work Alone For those in a private practice, or those with plenty of time between appointments, this closing process is easier. Therapists often plan more time after sessions for these conversations and to allow a little break before their next appointment. Again, it does not take a lot of time to reinforce the benefits of continued sessions. Your hands have already demonstrated the value of massage during the session. LOOK FORWARD TO REPEAT VISITS Before you return to your room, be sure to shake your client's hand, make eye contact, thank her, and set an expectation. It is always good to end the conversation with, "Have a great weekend, and I will see you in two weeks." If your client was reluctant to schedule an appointment before leaving, hand her a business card with your schedule written on the back as a reminder. Generating repeat clientele is important for the success of any business. Success is not in the number of clients you see, but in the number of clients who come back to see you. Creating repeat clientele involves more than just providing top- notch service. It involves educating your clients, involving them in their wellness plans, following up with them, and setting expectations. F r e e m u s i c d o w n l o a d s f o r C e r t i f i e d m e m b e r s : w w w. a b m p . c o m / g o / c e r t i f i e d c e n t r a l 57 SE T CLIENT E XPECTATIONS RESOURCES Benjamin, B., and C. Sohnen- Moe. The Ethics of Touch: The Hands-On Practitioner's Guide to Creating a Professional, Safe, and Enduring practice. Tucson, Arizona: Sohnen-Moe Associates, 2003. Fritz, S. Mosby's Fundamentals of Therapeutic Massage. 5th ed. Maryland Heights, Missouri: Elsevier Mosby, 2013. Goman, C. "Seven Seconds to Make a First Impression." Accessed January 2015. www.forbes.com/sites/ carolkinseygoman/2011/02/13/seven- seconds-to-make-a-first-impression. Sohnen-Moe, C. Business Mastery: A Guide for Creating a Fulfilling, Thriving Business and Keeping it Successful. 4th ed. Tucson, Arizona: Sohnen-Moe Associates, 2008. Jeffrey A. Simancek is a massage educator and therapist and owner of Wolf Tracks Massage Therapy in Irvine, California. Contact him at wolftracks@myabmp.com.