Communication and massage

Here’s just a few of my ideas on good communication and massage.

Professional presentation
For me this means both the presentation of myself, and of the massage clinic/room. Being neatly dressed is important, as it shows the client I am serious about what I am doing, as does a clean and tidy work space. Qualifications and charts (eg: muscle and bones) are a good thing to have on the wall, as the client then has access to this information, and it gives the room a professional feeling, and a professional looking room and therapist will help put the client at ease!

Phone booking and reception skills
When taking phone bookings and greeting clients at reception, it is important to be polite and friendly, as this is the first impression that the client is getting of your practise, so you want it to be a good one!

Client welcome and greeting
Greeting the client is a very important part of the client interview. It is important that you make the client feel welcome and comfortable, and simply saying hello with a smile can do this. Also using their name shows you respect them as an individual, and that they are not just ‘another person coming for a massage.’ A handshake is also a great way to make the first physical contact!

Client communication – interview
The interview is when you collect all the information from the client that you need to know to be able to give the best massage. This includes things like medical history, lifestyle, current health, and current stress levels. Because this is personal information, you need to make sure you have built a trusting bond between yourself and the client. Being friendly and showing respect will help you achieve this. Showing you are listen and attending to what is being said will encourage the client to divulge information. It is also essential to ask questions if you are not completely sure of what is being said, and to relate it back to the client so they know you understand what they are telling you.

Client communication – massage
During the massage you will pick up on certain things that may or may not have come up in the interview. This may include tight muscles or markings on the skin. If you find something that concerns you, ask the client about it – don’t just go around it!

Post massage and rebooking
To maintain a good client base, rebooking clients is essential. For me this is something I need to work at, as I’m not a big fan of trying to ‘sell myself!’ However just pointing out the benefits of the session, and what future sessions could do, then asking if they would like another one in the future, should help in getting recurring clients!

Premium customer service
To give the best service means knowing your scope of practise and sticking to it. You must also make sure that the client is aware of what this is too. It is also important to get as much client information as you can regarding their health, fitness and medical conditions, as there might be something that can have an affect on what you can offer them. A client details form, along with a client interview, is a great way to do this. After taking all their details into account, along with your training, allows you to give the client the best massage for them. Make sure you explain your treatment plan and goals to the client before starting, to make sure they agree with it.

All of the above skills are important in giving the best service you can, and in ensuring you get rebookings!