Issue link: https://www.massageandbodyworkdigital.com/i/68013
SCREENING NEW CLIENTS THE QUICKLIST TOOL One of the best screening tools is an index card of questions that MTs can use to encourage clients to clearly identify themselves and their reasons for calling. It is a tool for gathering information up front in an easy, conversational way. This quicklist also includes prompts that will alert the MT to someone with dishonorable intentions and/or mental health issues. The information gathered during the first two minutes of a phone conversation addresses the client's expectations and determines if the MT can either meet those therapeutic needs or whether he or she should refer the individual to an appropriate healthcare professional. In some cases, this short amount of time is enough to bring those clients who are threatening or troubled to the forefront. Putting the quicklist into practice is simple and can be executed by any massage and bodywork professional who wants to screen potential clients. Keep copies of the list near each of your phones for fast reference. It would also be helpful to have pen and logbook alongside the list in order to jot down the caller's information, record the date and time of conversation, and, if your instincts flash a warning sign, make note of your thoughts and feelings during and after the call. Recording your impressions along with the caller's words is a good exercise in trusting your gut. You might also want to consider transcribing your notes into a scheduling system or database, as a way to document any suspect behavior and for easy relocation if you ever need them. Including a copy of the quicklist in your wallet or purse is also recommended for when you're on the go and are booking appointments via your cell phone. DON'T BE AFRAID TO ASK Many MTs are naturally "people" persons who dislike turning business away. However, it is never a good If you're uncomfortable talking with this person on the phone, imagine how you would feel being in the same personal space and delivering a massage. idea to gamble with personal safety. The following quicklist is designed to help massage practitioners obtain as much information from their clients as possible. The list is not exhaustive, and MTs are encouraged to expand it with their own questions or put it in their own words. A client calls and says, "Hi, I would like to book an appointment." Following is a quicklist of questions and dialogue to work through this initial intake process. • Hi. Thanks for calling. What's your name, please? • And your phone number? • What part of town are you calling from? • Where did you hear about me? Was this a referral? • What prompted you to call me? For relaxation? Are you responding to stress, injury, or illness? 48 massage & bodywork may/june 2009 • What type of massage are you looking for? • Which areas of your body would you like to address or are causing you pain right now? • Have you seen a doctor about that? • Have you had an accident or work-related injury lately? • What type of work do you do? This may help in my assessment. • When is the last time you had a massage? • Where was this? (You're more likely to get an answer to this than by asking who the massage therapist was.) • Was the massage beneficial to you? • Was there anything that stood out as being helpful or not helpful? • What would make the massage session a success for you? What are your expectations for this session? • Will the session be charged to an individual or business? • Will anyone else be attending the session with you, such as your spouse, children, or a friend? Clients are referred by other clients, through massage therapist locator websites, as the result of gift certificates, and by flyers handed out at chair-massage events, among other methods of marketing. As a result, when prospective clients call, it is important to quickly determine their immediate needs and motivations, especially if you operate the business out of your home. Recently, I received a call that, had it not been for the quicklist, could have put me in a potentially dangerous situation. Initially, when the phone conversation began, the caller was calm. As I politely asked the quicklist questions, the caller's answers became more revealing. Comments such as "I'm really lonely; I've been depressed; I had a terrible massage recently; I'm suicidal" began making their way into the conversation. If a caller refers to his or her emotional state in an emphatic tone of voice, complains about other MTs, or references