Lost A Sale, But Initial Phone Consultations — A Big Part Of Brilliant Customer Service
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resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Sacroiliac Pain: A Complex Puzzle
I don't think we manage SI misalignment properly. First, we tell our patients they have an SI problem. I am not convinced this is accurate, and I will speak to that issue. Second, I think repetitive mobilization of the SI joints is not useful.
The Art of Creating a Healing Space
I always advise my graduates to examine their group practice or treatment rooms with fresh eyes after they leave my CE workshops. I tell them, "Ask yourselves - is your space qi filled, welcoming and healing? Or is it cold and clinical?"
The Integrative Medicine Puzzle: Putting the Pieces Together
The conversation is changing in the broader healthcare community with patients actually moving the discussion toward more integrative topics. Patients today want to know their options.
Medicine as Metaphor
The practice of medicine is both an art and a science. We study and learn the system so that when the time comes to apply it, there is a greater possibility of successfully helping others.
Melatonin: A Promising Natural Agent in the Prevention of ALS
A number of years ago, experimental studies suggested melatonin could block key steps in the development of Alzheimer's disease, primarily by acting as a brain antioxidant and inhibiting the build-up of beta-amyloid plaque in the brain.
The Roots of TCM in Depression Treatment
In traditional Chinese medicine, there is historical precedent for the treatment of so-called "Shen" (Heart-Mind) disorder, or disorder/dysregulation of the spirit, which is also considered as distinct but not separate from the cognitive function of the brain.
Time to Address the Global Impact of Pain
More people may be living longer, but they're not enjoying it, particularly when it comes to musculoskeletal health, according to the latest Global Burden of Disease (GBD) study.
The Source-Luo Point Combination, Part 3
Dr. Nguyen Nghi (NVN) was born in Vietnam and is one of the most important scholars, writers, teachers and practitioners of modern time. Many of his theories and applications are the source of modern teachers from Europe and the United States.
Online Marketing Basics: Google Ranking, Part 1
We all know there is so much opportunity with online marketing. And, let's face it, if you don't have a presence online with a website and social media, you are probably not where you want to be.
Exploring and Learning from the Gift of Life
I'm grateful to have had the opportunity to teach cadaver dissection classes and workshops with Stephen Cina at the New England School of Acupuncture over the past seven years, first through the Sports Medicine Acupuncture Program and later as a NESA elective course.
Coding for Functional Performance Testing and Measurements
I have noticed a trend for medical necessity of chiropractic services to be defined with statements and language indicating "functional improvement" as one of the standards for efficacy of treatment.
Embrace the Necessity of Change
My son, David, and my daughter, Deborah, play high-school and club soccer. For those of you who aren't familiar with this lifestyle, each practices two to three times a week, 48-50 weeks a year. Between the two, they play approximately 70 games annually.
Are You Using Your Professional Title Ethically?
Many faculty members teaching in the classroom or performing research within academic institutions have earned doctorates and use the title of "Doctor" or "Dr." They are usually referred to as professor or doctor within the classroom by students.
How's Your Bucket? Two Key Benchmarks to Help Plug the Holes
Just about every businessperson knows it's far less expensive to hold on to a repeat customer than it is to acquire a new customer.
Merger Creates New Model of Care
Two San Francisco powerhouses of holistic healing, the American College of Traditional Chinese Medicine (ACTCM) and California Institute of Integral Studies (CIIS), are merging. Together they are building a visionary approach to applied integral health.
A Simple Exam Protocol to Assess Lower-Extremity Imbalance
One of the most common conditions of the human frame is excessive foot pronation, in which the foot rolls inward, creating a foot that is flatter, wider and longer. A resultant subluxation pattern of the various tarsals and metatarsals results.
Adding Microneedling to Your Clinic for Results and Profit
Microneedling has taken the beauty world by storm over the last 10 years. Under the names dermaroller, microneedling or skin needling you will see these treatments listed in the services of nearly every fashionable beauty salon and day spa in the country.
Colon Health and TCM
I still remember many years ago, the loud "Yuck" from my wife at the time when we were together watching the Chinese movie "Last Emperor."
Abdominal Acupuncture for Eye Healing: The Sacred Turtle and Ba Gua Map
Our ideas about western medicine have shifted in recent decades, while the public is asking more from health care providers.
Viewpoints: Pes Anserine Tendonitis vs. Medial Meniscal Tear
What do you think stiff golf shoes, playing with a child, riding a bike, running and swimming the breaststroke all have in common? Each requires knee joint involvement. To quote physical therapist Gary Gray, "The knee is just the dumb guy in the middle."
Can Acupuncture Treat Knee Pain?
Recently, an article in the Journal of the American Medical Association concluded that, "neither laser nor needle acupuncture conferred benefit over sham for pain or function" among older chronic knee pain patients.
January, 2002, Vol. 02, Issue 01
By Steve Capellini, LMT
Author's Note: The Spa Letters column features news, personality profiles, trends, and plenty of professional possibilities for LMTs in the spa industry. The style is epistolary, meaning the articles are letters to a fictional massage therapist friend of the author.
I can't believe it's already been a year since you've begun your spa odyssey. Now you're a full-fledged member of an industry that employs well over 100,000 people. Plus, as a massage therapist, you're on the front lines of this expanding sector. You are the person spa guests spend time with. You are the person they look to as a living example of the health and wholeness they seek. They want you to walk your talk!
I hope you've benefited from our conversations thus far. What started out as a simple correspondence has turned into a correspondence course for spa therapists! (Editor's note: To read the complete archives of Steve's Spa Letters column, go to www.massagetoday.com/columnists/capellini/articles.html.)
"What's next?" you asked in your last letter. Good question. You've been at the spa for some time, and have become a valuable asset through your training, dedication and hard work. Now that spa season is in full swing again, you're ripe to "make your move," or at least take the first step up the spa ladder. But toward what?
It may feel as if you're suddenly in a dead-end position; maybe you're even questioning why you got into the spa business in the first place. Everywhere you look, you see a long line of therapists in front of you. You've just run into what I call the "Seniority Syndrome," and I don't blame you for feeling frustrated.
Your enthusiasm and energy are colliding with a system that has been in place at most spas (and many businesses in general) for years. Therapists who've worked at the spa longer than you are given preference for prime shifts and time off, simply because the start-date of their employment was earlier than yours. As you've pointed out, some of these "senior" therapists are resting on their laurels, not doing the best work they're capable of. You think they're taking advantage of the system.
You may be right. However, keep in mind that you might possibly behave the same way if, a few years from now, you find yourself in a cushy senior position. If that were to happen, you might resent the energy and enthusiasm of an upstart -- such as the person you are right now!
The problem, in my mind, is not so much with individuals, but with the system itself. Given sufficient motivation and opportunity, most spa therapists will want to continue to improve themselves and their work.
Your best bet now is to continue to work closely (and obediently!) with your spa director, massage supervisor, and other managers. When the time is right, let the director know about an alternative to the seniority system. I saw it in action at a spa in northern California once, and it worked quite well.
Instead of the existing "senioritocracy,"consider an alternative system I'll call a "meritocracy." Rather than awarding therapists simply for sticking around, this system is based on monthly guest comment cards, plus longevity on the job, which does count for something, after all.
If the therapists who garner the most favorable comments also receive the most prized shifts and optimal number of hours, it will work for the benefit of the spa, the guests, and the therapists, who will be motivated to do their best work. The only problem with this system is that sometimes, over-zealous therapists solicit favorable guest comments. Spot-checks need to be in place to guard against this. All guest comments should be unsolicited.
Lou, I have a feeling you're going to go far in the spa industry. You just have to find a way to reign in your enthusiasm right now so it can be used for the greater good. Sooner than you think, you're going to be a senior employee yourself. Exercise compassion toward others in your workplace who are dealing with their own challenges. Believe me, you'll need the same type of compassion in return one day.
Something you can do today is begin to create your own private meritocracy. Continue to do the best work you can do, on all levels that the job demands. That hard work will take you to the place your heart wants you to be -- your soul's calling.
More about this next time I write. Until then, take care,
Click here for previous articles by Steve Capellini, LMT.
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