Massage & Bodywork

September/October 2010

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BUSINESS SIDE BUSINESS PARTNERS Policies and procedures that have been agreed upon by all partners are an absolute necessity for this type of business setup. One partner might be the laid-back casual type, while the other is a stickler for detail. Compromise and get to common ground. If you can't agree on policy and procedure, you really shouldn't be in business together. For example, it could create ill will from the public if one of you enforces a no-show policy and the other one doesn't. Or what if one partner is very free-wheeling with giving away gift certificates every time someone solicits a donation for charity, while the other partner feels that there should be a monthly limit on how much you can afford to give away? What if one partner wants to charge a service fee to a client who wrote a check to the business that was returned for insufficient funds, and the other partner doesn't enforce that policy? If you're partners, it's also affecting the income not just for one but for all who have ownership in the business. It's vital that you agree on those types of things and stick to the policies. EMPLOYERS Employers need more policies and procedures. You'll want to cover everything from the staff dress code to procedures in case a client does something inappropriate. What if a client claims that a therapist in your establishment was the one to make a sexual comment? Being accused of acting unethically is one of the worst things that can happen to a business, particularly in a small town or rural area where news travels fast. If such an incident does occur, it must be dealt with immediately, before it hurts your entire business. A damaged business reputation, particularly if it concerns unethical behavior, can be an instant blow to your income. Employers need more policies and procedures. You'll want to cover everything from the staff dress code to procedures in case a client does something inappropriate. When it comes to staff members, the prime directive is for everyone to be treated equally. Let's say you have the following policy for staff members being late three times in one month: First offense, verbal warning. Second offense, written warning. Third offense, termination of employment. If you enforce that on one staff member, you must enforce it on all, otherwise you are opening yourself to a lawsuit for unjust firing, if the staff member who was let go can prove that you've allowed other employees to get by with it. A POLICY FOR EVERY OCCASION It may seem silly to have a lot of policies, but you can be confronted with all kinds of situations. For example, one time a client brought a dog into the office, and I had no idea it was in one of the massage rooms. It was not a service animal, either, just the family pet. The massage therapist got an emergency phone call, and when I knocked on the door of the therapy room, the dog went totally ballistic and barked loud enough to scare everyone else in the building. The point: what's your policy for people bringing in pets? I confess I didn't have a policy— until the occasion warranted it. There are always going to be what ifs. It's better to be prepared to handle those when you've made that judgment call in a calm moment, and educated your staff, instead of when the emergency or uncomfortable situation arises. Policies and procedures can save you a lot of money—not to mention a lot of headaches—so get started on yours right away. Simple Guide to Therapeutic Massage and Bodywork Examinations (Lippincott Williams & Wilkins, 2009) and One Year to a Successful Massage Therapy Practice (Lippincott Williams & Wilkins, 2008). A third book, A Massage Therapist's Guide to Business, will be published by Lippincott Williams & Wilkins. Allen is the owner of THERA-SSAGE, a continuing education facility and alternative wellness clinic of more than a dozen practitioners of different disciplines in Rutherfordton, North Carolina. Visit her website at www.thera-ssage.com. Laura Allen is the author of Plain & connect with your colleagues on massageprofessionals.com 25

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