Do’s and Don’ts: The smallest details turn most discriminating clients, in the world, into loyal devoted clientele.
If you haven’t been practicing the following essential tips, I encourage you to start now. I have interviewed the highest paying clients from around the world and time and time again I hear the same complaints. The do’s and don’ts in “The Magic Touch” will get you on the right track before bad habits develop. If you can learn to please the most discriminating clients, you can turn nearly any client into a devoted life-long regular.
Do: Accept credit cards.
It’s not difficult. You don’t even need any extra equipment; you can process cards over the phone and have the money directly deposited into your business account. I cannot stress how important it is to offer this to your clients. Don’t make them remember to stop for cash before their session or you risk making a last minute appointment a hassle instead of a luxury. Especially in these economic times- many clients prefer to put expenses on their AMEX cards to reap more benefits than they would paying with cash.
Don’t: give your client energy work unless requested.
You may believe that a form of energy work is exactly what your client needs. But unless they have asked you for it, your good intentions may be completely misread. Consider that your energy work may be perceived as you being lazy, delusional, scary, disrespectful, time wasting, or snake oil selling. I am a Reiki Master and I NEVER give energy work where it is not requested. It is simply disrespectful of others’ beliefs. You must always remember that your opinion of what others need is just that: YOUR opinion.
Don’t: Use oil unless it’s requested.
Oil can stain clothes and sheets and contrary to popular belief does not wash off skin or hair easily. I prefer a hypoallergenic lotion. It’s fragrance free, easy to clean up and doesn’t absorb too quickly, increasing the time your hands may remain in contact with the body. Your clients will appreciate you choosing products with their needs in mind.
Do: Refer to your customers as clients, not patients.
According to a great many of my clients, being called a patient makes them feel as if you are calling them “sick”. They don’t appreciate it. The typical client gets a massage for a variety of reasons. One of the biggest reasons is to relax. The idea of seeing a doctor is not the least bit relaxing to most people. But this is the subconscious train of thought that goes through your client’s mind when you call them a patient. Also, it creates expectations that you can provide medical care outside of your scope. It isn’t appreciated by many Physical Therapists, Chiropractors, or Doctors, all with whom you should be networking.
Do: Be a clock-watcher. It can be hard when starting out to accurately judge the duration of each massage. But not only do you run the risk of making the client late for an important date when you run long, you also short-change yourself. If you really feel a particular client may need work beyond the allotted time, wait until about ten minutes into the massage and ask if they’d like to extend the session. This way they will be sure to say “Yes” if they have the ability to do so.
Do: Practice non-invasive draping techniques. In school you likely learned to drape in a complicated and restrictive manner. Often clients feel you’re inexperienced when you use techniques that require multiple steps, lots of effort and accidental exposure. It’s tough to describe the best way in writing and that’s why I’m working on a video illustrating a simple and effective draping technique. It will be available on Amazon by the end of Summer, 20