Issue link: https://www.massageandbodyworkdigital.com/i/465652
This does not encourage the client to return for future services. There is no education, explanation, expectations, homework, or planning for future needs. Often, clients will leave feeling like they were rushed out of the office, like their health concerns were not a priority, or that they were not the focus of the session. You don't necessarily need to "sell" massage; massage can sell itself. What you do need to know is how to appropriately close a massage session—especially with new clients— in a way that educates the client about the importance of massage. CLIENT EXPECTATIONS AND YOUR SALES APPROACH Selling generally doesn't come naturally to the hands-on, service-oriented therapist. It is more natural for the therapist to build a strong, genuine relationship with their clients and make the clients' care a top priority. However, when it comes to both sales and client care, what massage therapists do after the session is just as important as what was done during the session. Massage therapists are caring people. Many are too passive and are hesitant to push clients to schedule another appointment, believing their skills alone will be enough to get their clients to rebook. Other therapists take a too-forceful approach and overstress the need for multiple sessions, making it sound as if the client's health and well-being are dependent on their therapy. This is a slippery slope to walk. It is important to be confident and direct, but not pushy. Hard-selling techniques have their place, but it is not usually in the massage room or front office. Pressuring the client to rebook or join your membership program may annoy her, and can give the impression that money is more important to you than her health. In addition, using threatening phrases like, "Isn't your health worth $90 a month?" or, "If you do not reschedule, you will end up needing surgery," can place fears in clients' minds and often results in pushing them away from your services. Worse, they may tell their friends not to receive services from you—regardless of how good you are—if you're too pushy. Soft selling is just as problematic as hard selling. This approach focuses more on relationship building and less on the actual services. Many therapists employ this approach because they believe their services, skills, and techniques speak for themselves, and all the therapist has to do is perform the massage and rely on the front desk staff (or nobody at all) to be the salespeople. After the session, the therapist may walk the client to the front, turn around, and leave. This leaves the client waiting and wondering what is next. Soft- selling techniques can give the impression the therapist does not care about the client. COMMUNICATE VALUE An approach somewhere in the middle is where massage therapists need to become comfortable. When closing every session, therapists need to be able to explain what they did during the session, what the client may experience later that day or the next day, and work with the client to develop a plan. This treatment plan should include the client's goals and expectations, needs, frequency of sessions, what type of massage is appropriate, and more. Some clients may need one session a month, some two a month, and some may need weekly sessions. How does the client know what she needs if it is not explained to her? Educating her will allow her to make informed decisions while adding credibility and professionalism to the therapist. Informational brochures, handouts, blogs, and social media that promote the benefits of massage and your services are important; however, if you do not follow up with that information, clients probably won't seek it out on their own. Educate them about your services and abilities. This involves 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 55 SE T CLIENT E XPECTATIONS