Issue link: https://www.massageandbodyworkdigital.com/i/68009
Key Strategies • Be professional through every step of the process. • Innovate, specialize, and broaden your career horizons. • Keep a positive, creative, gratitude-filled attitude and heart. • Pay attention to the details to make every visit better than the client expects. • Remember that every touch you make with clients or potential clients is marketing. • Understand what the client experience is, ask clients what they want, and deliver. IT'S ALL IN THE DETAILS Take a moment right now to think about your most memorable massage experience as a client. What was it that made that appointment or session so special? Was it the fountain in the waiting room? Was it the organic massage oil that the therapist used? Could it have been the brand of massage table in the treatment room that really stood out in your mind? When I ask most people about their favorite massage therapy experience, the memories usually have more to do with little things they noticed—the extras and thoughtful details—that were a part of their visit. A fresh flower in the massage room, the heated towels or table warmer that kept them feeling cozy during the treatment, getting an unexpected service upgrade during their appointment, or a free candle as a thank-you for a new client referral. They might also mention the relaxing music or enticing aromatherapy used during the session or how the therapist seemed to find every sore spot on their body. Above all, the level of overall care and customer service received from their massage therapist before, during, and after the session is what most people remember. Giving great customer service, paying attention to the details, and providing good treatments, is what makes the difference between a mediocre therapist and a great one. The good news is that most extras are not expensive to add, but simply take a little bit of thought, time, and effort to implement. Want to hear about the flip side of memorable details in a massage? During one session I received, the therapist didn't start the music until she came into the room to begin the session. I thought that was a little tacky, but forgot about it once I started to relax. However, as soon as the session ended, she turned off the music, pulled the bolster out from under my knees, and flipped on the overhead light before saying, "OK, we're done now." What an abrupt way to end my hour of relaxation (and any chances of me becoming her regular client). See what I remembered most out of the session? So what can you do to make your client feel comfortable, relaxed, and cared for during the entire appointment? Begin by making sure that the massage experience begins as soon as your clients walk through the door. Have quiet music playing throughout the business when they arrive. Be vigilant in keeping your office clean and professional throughout. Use tools like scented candles or soft lighting to create an instantly soothing atmosphere throughout the space. After the session, help clients reenter the real world gently with a few minutes of quiet time on the table. Offer some fruit, tea, or water to ground them and bring them back into their bodies. Maintain the attitude of relaxation and calmness as you collect their payment and reschedule their next session. In other words, do whatever you can to preserve the feeling of peace and serenity people experienced during the massage, at least until they walk out the door. UNDERSTAND WHAT IT MEANS TO BE A PROFESSIONAL A few key items are critical in making a massage therapist a success in the eyes of the client and in the profession. Aside from acting ethically, and following proper educational and licensing guidelines and laws, it is essential that the therapist is friendly, courteous, professional, and honest. We need to be able to respond to (and sometimes read) our clients' requests both on and off the table, as well as to anticipate visit massageandbodywork.com to access your digital magazine 39