resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Practicing with Authenticity
To extrapolate from the above quote, patients love healthcare providers they can trust. One way to earn the trust of your patients is by practicing with authenticity. What does that mean, exactly?
The Zen Art of "One Point"
We were always told in our Zen Shiatsu training (by Japanese and Japanese American instructors) that our ultimate aim was to to find that "One Point." To be so focused we could touch just one point to transform Qi throughout a client's body.
Improving Communication Between AOM and Biomedical Providers
How comfortable do you feel talking to Western medical providers? If you are like me, you may not feel as comfortable as you would like. Some of my interactions with MD's haven't been the fruitful steps toward integrative medicine for which I had hoped.
Managed Care Subverts Chiropractic
A study published in the American Journal of Managed Care underscores why so many chiropractic patients go out of network in order to get the care they need: Managed care may be effectively locking them out.
Troubleshooting: Billing Multiple Fees for the Same Service
I am afraid I may doing something illegal. I have heard I cannot bill different fees for the same service.
Help: A Need at Every Level
One of the great gifts of training in acupuncture is the ability to take good care of oneself. I recently had a bout of frozen shoulder — an inflammatory syndrome which can be debilitatingly painful and take years to resolve.
Fertility and Poly-Unsaturated Fatty Acids
Starting or expanding one's family is a major milestone. It's something that more and more people seek out health care advice and support for.
Do You Have a Post-ICD-10 Strategy?
Post-ICD-10 planning is critically important to the health of a practice, in part because ICD-10 is brand new to providers, payers and related affiliates alike.
When Patients Lie (Bribe or Flatter)
Recently, a new patient told me about what I thought was a novel twist on the doctor-patient relationship. She felt she had to lie to her DC to discontinue her treatment.
Modernization of Chinese Medicine
Language – written, spoken, signed, or otherwise is learned as a means to express our individualized perceptions about the world around us. Language is designed to communicate our personal experiences.
Why More Patients Don't Come to Your Office
Every so often, something turns out to be much easier than anticipated. It's like ordering a piece of furniture or a child's toy that comes in 167 pieces.
We Get Letters & Email
It was with great interest that I read "Trouble in the Wellness Waters?" in the May 1, 2015 issue of Dynamic Chiropractic. I heartily applaud Dr. Hayes for his insightful and informative article.
The Short Leg Dilemma
When evaluating a new patient, it is common to note a relative shortening of one leg to the other. Some patients will even tell you they have one, and then pull out the store-bought heel lift they read about online.
Nuts Reduce Risk of Heart Disease, Cancer and Other Health Problems
Several recent studies suggest regular consumption of nuts may provide a significant degree of protection against certain types of cancer, heart disease, possibly type 2 diabetes and some neurodegenerative diseases.
The New Age of Communication
In the age of technology, everyone, including the patient, is seeking faster, easier ways to communicate. With a wealth of social media, blogs, websites and videos, we are constantly barraged with information – to the point of overload.
A Tribute to a True Chiropractic Leader
President of Texas Chiropractic College (alumnus, class of 1950) and the American Chiropractic Association (ACA) Board of Governors. President of the Texas Chiropractic Association and twice-appointed member of the Texas Board of Chiropractic Examiners.
An Acupuncturist's View of Medicinal Marijuana
The use of cannabis for medical purposes is very controversial. Use as a panacea by physicians uninitiated to the proper application of herbal medicine, as well as an excuse for recreational use have greatly confused the issue.
Do Some Good and Grow Your Business with Cause Marketing
Cause marketing is truly one of the best ways that you can promote your services as a acupuncture professional. Cause marketing refers to a type of marketing where a business partners with a non-profit organization to help bring awareness to a charitable cause.
Healing Trauma: Cultivating Resilience and Presence Through Mindfulness, Part 2
In the last issue of Acupuncture Today, the first part of this article introduced the topic of trauma and resilience, and their relationship to the autonomic nervous system response and the concept of the spirit being grounded in the body, and suggested the importance of mindfulness as a tool for healing.
The Food Conversation: Nutrition and Your Practice
It's morning and your first patient rolls in with a triple espresso steaming in one hand and a frazzled, desperate look in her eye. "You gotta help me, doc, I am constipated unless I drink one of these, and I am exhausted and anxious all the time."
Getting a YES: An Effective Strategy for Overcoming Patient Objections
Patients make more excuses for declining care from an acupuncturist than perhaps any other type of doctor. Various reasons hold them back from making a commitment to care.
Dietary Fat and Prostate Cancer: An Important Update and Review of Mechanisms
K.M. Di Sebastiano and M. Mourtzakis published a review paper examining the role of dietary fat on prostate cancer development and progression late last year that does a stellar job of summarizing the available data on fat and prostate cancer.
Active Care for Ankle Sprains
An ankle sprain is a common injury, since this joint is required to perform complex movements under high forces during normal walking. In fact, 10 percent of all emergency-room visits are ankle-sprain related and an estimated 25,000 ankle sprains occur in the United States daily.
Acupuncture Rising: From Acupuncture Anesthesia to Assisted-IVF, Part 1
Acupuncture's cultural and historical roots go back to the emergence of Chinese civilization. For more than 2,000 years, acupuncture needling has been continuously practiced on the largest population in the world.
Thinking About Cohen's Kappa
Let's think about some notions of reliability and validity, and about what it means for diagnostic examiners to agree in meaningful ways. Diagnostic tests must obviously be both reliable and valid.
October, 2002, Vol. 02, Issue 10
Step 10: Presentation
By John Fanuzzi
Welcome to the physical sector of opening a successful spa. After visiting the first nine steps, our doors are now open. From this point on, your success or failure may depend on one element: Presentation.
Presentation with respect to your spa includes everything from the physical appearance of the front desk to the appearance and personality of each employee.Your retail display; artwork; décor; printed receipts; collateral printed materials; menu; website; and customer service are all part of the presentation. Presentation is going to affect the image of your business, and public image is the backbone of repeat business, word of mouth, your reputation, and ultimate success.
Lets take a look at image. I remember going to a trade show a few years ago in Chicago, and instead of one booth, we took four booths with lots of inventory and a new look. One customer came by and made the remark, " Wow you guys really got big." In truth, we were no bigger than the previous year, but we looked like we were. Remember, people talk, especially in a local community. That's exactly what you want if there is something good to talk about. Perception is reality. As I mentioned in a previous article, the goal is to keep the marketing dollars in your pocket. Good word of mouth means good publicity. People talk, and positive talk about your spa is the least expensive way to advertise.
In last month's article, we discussed the hiring and training of your therapists and staff. Now that the spa is open, you must make a daily effort to keep your staff happy, alert, and tuned in to the needs of the customers. Always keep in mind how important that first impression is. It should be a goal to make each person who comes through your door a long-term customer.
Work toward this goal as soon as each person walks through the door. Welcome clients and offer a cup of tea or a snack when they sit down, just as you would do with guests in your home. Offer a tour of your facility if possible, and introduce them to your key staff. If clients come in specifically for a massage, don't have the therapists just put them face down and start rubbing. It is a time of first impression and relationship building. Spend that extra time and offer a gift product or gift treatment. I like to have new clients sit face-up on a backrest table and get a foot scrub and rub, so a conversation can happen before the silence of a massage -- even if it takes more time. An extra-personal presentation, especially on the first visit, leaves a lasting impression. It is also a good habit to have every treatment as warm and special as the first. Think of it as keeping the romance alive after the marriage.
Another simple-but-effective presentation is uniforms. I like logo shirts, with each employee's name on his or her shirt. Some people, myself included, have a hard time remembering names, and it's also a bit awkward if the customer forgets your name. The same logo also should be on the robes and towels. Uniforms also make it easy for all employees -- they all know what to wear, and there is no room for individual fashion shows that could tarnish your presentation. If you design a particularly catchy or attractive image, your logo shirts may even become a popular retail item. Again, this is great advertising for free.
Do you want repeat customers? Serve food -- sandwiches, cookies, tea and juice drinks. I would cost it in with your treatments. They serve free drinks in Las Vegas when people are gambling. I don't drink alcohol, but I know I would be touched if I could get free juice drinks or food while at the spa. When I took a few days at the Miraval Resort in Tuscon, all the food, juices and snacks were included. The high room cost did not matter -- the service was worth it. Free food encourages customers to relax, socialize and spend more money. They become loyal friends instead of revolving-door customers, and they become your extended marketing family. Just think of their circles of friends they will bring back over the years if you foster good relationships with them.
One extremely important detail not to be forgotten is cleanliness. Think of how unpleasant is it to find one hair in the bathroom of a fine hotel you just paid top dollars to stay in. It just takes one hair to give you a bad image. Consider your spa as you would a fine hotel. Clean your spa every night, and make sure each therapist keeps his or her appearance and work space immaculate at all times. Cleanliness is Godliness! Once gain, it's all about presentation: if it's clean enough for angels, it's clean enough for your customers.
That leads us to my favorite subject, to be discussed next month: Golden Rules.
Click here for previous articles by John Fanuzzi.
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