Lost A Sale, But Initial Phone Consultations — A Big Part Of Brilliant Customer Service
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The Ethics of Herbal Prescribing
While teaching ethics classes, I often encounter licensed acupuncturists who are surprised that our use of herbs and supplements has a specific section in the material. It is often an aspect within ethics that clinicians don't think of in practice.
Data: The New Frontier in Health Care
Your practice is empowered with the data you need to improve patient health, run a more efficient (read: profitable) practice, get paid in timely fashion and help show the efficacy of chiropractic on the national stage in the midst of sweeping changes in health care!
Preaching to the Choir: How to Extend Our Reach Beyond the CAM Community
Professional conferences offer unique opportunities to network, be exposed to cutting-edge innovators, share your interests and work, and be inspired.
Integrative Sports Medicine
One of the most rewarding and challenging clinical scenarios is the treatment of athletes.
An Unexpected Superfood: All About Eggs
About 40 years ago, excessive dietary cholesterol was labeled a public health concern. Specifically, it was thought that there was a causal link between consumption of cholesterol-laden foods and increased risk of heart disease.
It's Time to Wake Up
It is time for this profession to wake up and tell someone about the healing benefits of acupuncture. This is the time for Asian Medicine. Its popularity, growth and unusual acceptance is nothing short of amazing.
Lower-Extremity Overuse Injuries: Primer on Causes and Corrections
From ankle sprains to stress fractures, shin splints to plantar fasciitis, the research is clear: These common overuse injuries of the lower extremities – among dozens of others – may be related to abnormal foot function in your patients.
ASA Ready to Impact Profession
The American Society of Acupuncturists (ASA) is a 501(c)6 (pending), not-for-profit collaboration among state based, acupuncturist professional associations.
News in Brief
Support of F4CP Continues With Latest Donations; Walter Reed Honors Dr. William Morgan; Recognizing 40 Years of Public-Health Activism; Allstate Decision Reversed.
Healing the Core: AWB Nepal Earthquake Relief Project
With almost 9,000 people killed during the earthquakes in April and May, another 23,000 suffering injuries, hundreds of thousands left homeless when entire villages collapsed, and many sacred sites destroyed, no one in this country of approximately 28 million has been left untouched by the disaster.
Patient Retention Techniques
When talking about techniques to grow your business, we tend to focus on the "large" aspect of the patient base, that is, on strategies to attract new patients. However, it is important to remember that "loyal" is equally, if not more, important.
Fish Oil: A Key Component to Positive Clinical Outcomes
Patients seem to be presenting with more complex problems, and many are responding to care more slowly or have completely unexpected results. Why?
Treat Every Patient as an Athlete
Frontal-plane movement pattern dysfunction can set the stage for musculoskeletal injury. Frontal-plane stabilization is essential during the normal activities of daily living: think single-leg stance and gait cycle.
Making Public Health a Chiropractic Priority
As highlighted in this edition's News in Brief, Rand Baird, DC, MPH, FICA, FICC, editor and occasional author of our long-running column, "Chiropractic in the American Public Health Association", was recognized by the organization recently for 40 years of membership.
Aetna Updates 97140 Policy
In a development the Association of New Jersey Chiropractors is calling "a resounding victory for chiropractors nationwide," Aetna Insurance Company has updated its national reimbursement policy regarding 97140 (manual therapy), reaching an agreement two years after the association filed a declaratory judgment suit in federal court against the insurer.
Learning the Transformative Language of the Channel System: The Sinew Channels
The Chinese medical classics describe the energetic terrain of the body in much detail. The acupuncture channel systems, as presented in the Ling Shu illustrate the various expressions our qi energy can take.
A War You Can Help Patients Win
The average American consumes approximately 60 percent of calories from sugar, flour and refined oils. A donut is a good example of a so-called "food" that represents these calorie sources.
Exercise Recommendations for Healthy Aging
Aging is inevitable, but how you age is not. Common physical signs of aging include decreased muscle mass, decreased muscular power, increased body fat, and decreased aerobic (lung) capacity.
Online Marketing Basics: Website Creation
The various online marketing options make it a challenge, especially when all you want to do is help your patients feel better. With such a broad topic, I'm going to share some basics you should know about website creation.
ICD-10 Is Not Scary (and Not About Billing)
In my 13 years of consulting with doctors on billing and coding matters, ICD-10 has aroused the biggest combination of misguided fear and ignorance I can remember.
Technology Meets Practice: Chiropractic Every Day
About a year ago, I had an interesting conversation with a DC who made house calls. When I asked why, she was quick to explain she learns much more about her patients when she sees them at home than she could ever observe in the office.
Relationship Marketing: A Modern Approach
Remember when you used to get real letters in the mail? Not the automated type, but the real deal, hand written with a personal message just because someone was thinking about you? You know what I'm talking about.
Healing Trauma: Cultivating Resilience and Presence Through Mindfulness, Part 1
All humans, by the very nature of being human, will experience moments of trauma and suffering. What, then, makes the difference in how the individual who experiences trauma, suffering, and spiritual loss reacts to such experiences?
Teaching Qi Gong to Children
Many of us have come to embrace Qi Gong or Tai Chi practice as a regular part of our lives. Qi Gong has been a stabilizing factor in my life for the last twenty years.
Acupuncture Treatment of Trauma in the Canine
From 1972 until 1976, John Ottaviano and I were treating dogs at five different veterinary clinics in the Los Angeles county area. Usually, we were at a clinic for seven to eight hours.
What to do When Today Sucks
Have you ever had one of those days when nothing went the way it should have? The patient with migraines got worse instead of better from a treatment similar to one you've effectively used on him before.
Treating LBP in Golfers: Beyond Basic Assessment
The drive to master the most efficient swing demands a tremendous amount from the lower back. Maintaining stability in a flexed posture, supporting torso rotation and repetitively supporting the golf swing all put the lower back in a vulnerable position.
December, 2003, Vol. 03, Issue 12
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.
The recruits are coming through the front doors fast and furiously now, and it's up to you to assemble a successful team.It wasn't long ago that you were applying for a job at the resort spa. Now, here you are on the opposite end of the job application, making your own judgments about who's a "keeper" and who's not. How can you possibly make such crucial decisions - decisions that affect not only your spa but the lives of others, as well? How can you look someone in the eye and tell them, "No, you're not good enough?" You weren't bargaining on this aspect of the process being so tough, were you? Well, don't worry too much. I'll give you a few pointers that should make it easier for you to go through this process.
Your spa consultant has already done a good job of winnowing out the best candidates from the dozens who applied. Now it's your turn to meet them face-to-face to receive that all-important, hands-on experience: the test massage. A while back, I gave you instructions for giving the best test massage, but I believe it takes an equal amount of skill to properly receive a test massage to consider a candidate's potential for employment.
Techniques for Receiving a Test Massage
Receiving a test massage is more work than it might seem. Sure, you're lying there with your eyes closed while someone gives you a massage, but the skill required to put a candidate at ease while trying to enjoy yourself and critique their performance is tricky.
I once hired the entire massage staff for a new mid-sized spa, which required me to receive over 40 test massages. Because of our deadline, I had to schedule three massages a day, every day for a week. This not only made it difficult to differentiate between candidates but also left me in a state of near-catatonia (by the end of the week I was bruised from bumping frequently into furniture!). Leave yourself enough time to savor the distinct qualities of each massage before moving onto the next. Schedule your test massage sessions with as much time between them as possible.
When you were giving test massages, I gave you the following advice: Do not hurt the person; ask for feedback, but not too much; be confident, but not too confident; and provide a whole massage. Look for these same qualities when receiving a test massage. Is the therapist sensitive to possible contraindications? Is he or she willing to help clients fill out an intake form and go over it with them? (I'll send you a sample intake form in a future letter.) During the massage, does the therapist ask pertinent questions about pressure and comfort? Is the therapist professional and sure of the technique, yet humble enough to change tactics if you ask for something different? Does he or she cheerfully offer a full-body massage?
Someone who fulfills these criteria will likely be a good choice, but look for other signs of potential success, as well. For example, when the airline companies hire flight attendants, they place several candidates in a room together and give them each a problem to solve. Airline officials observe the performances through a two-way mirror, but they are not concerned with who solves the problem. Rather, they watch for who helps their fellow candidates - they want to hire helpful people.
Look for these traits in potential candidates, too: helpfulness, compassion, cooperation, humility, and a positive attitude. Does the therapist want to clean up the massage room after giving the test massage? Do they pick up towels, linens or other things lying on floor? Do they smile and say hello to the other people they meet during the process (not just you, the person they are trying to impress)?
The Final Word
Finally, the hiring process comes down to trusting yourself. No matter how much you think you should hire someone because of a slick résumé or other factors, you have to go with your instincts (after checking references, of course). I've had to make some tough decisions. I once received a test massage from a blind Peruvian Indian. I wanted to hire him because he had fought against staggering odds to find success; however, his massage technique needed a lot of improvement. I was sorry to turn him down, but I had to be honest about the needs of the spa. Do what you have to do, Lou, and forgive yourself for mistakes you make.
Talk to you soon,
Steve Capellini, LMT
Click here for previous articles by Steve Capellini, LMT.
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