Lost A Sale, But Initial Phone Consultations — A Big Part Of Brilliant Customer Service
I just got finished with a ...
resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
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.
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.
Integrative Sports Medicine
One of the most rewarding and challenging clinical scenarios is the treatment of athletes.
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.
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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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.
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.
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.
January, 2004, Vol. 04, 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.
So now your rooms are being built out, the paint is being applied, and the spa is taking shape.People you didn't know until last week are bustling around, looking to you for guidance. These are called employees, and they must be treated with care. It feels funny to be on the receiving side of all those questioning glances, doesn't it? There is a lot more to being a boss and owner than you realized.
Now that you have your staff assembled - two massage therapists, two estheticians, a receptionist/sales clerk, and a part-time cleaning person - you're ready to rev them up into a customer-pleasing frenzy, but before you do that you've got to give them the tools they're going to need to succeed. You've got to bring them up to speed on the treatments they're going to be performing - the long list of offerings that will make your spa unique and memorable. That's right: It's time to create your menu of spa services.
The Benefits Paradox
As you move forward in putting together your treatment menu, you're going to run into what I call the "benefits paradox." Simply stated, it is this: typical treatments you find on thousands of menus at spas around the world work well and offer people results, but they're boring, boring, boring! New, avant-garde treatments may be more exciting and enticing to your clients, but they might have questionable therapeutic value. What to do?
When you think of spa menus, you might get the feeling that they're all the same: so much seaweed, so much mud, so many massages, so many scrubs. You definitely don't want a cookie-cutter feeling in your spa, and you don't want to bore people. But neither do you want to offer a bunch of "fluff and buff" and "razzmatazz" that will leave your clients asking, "Where's the beef?" What can you offer that is going to excite your clients, create noticeable benefits for them, and keep them coming back?
My suggestion: select judiciously from classic spa treatments and then add your own flourishes and personalizing touches to them. This will maintain therapeutic value and add a little something extra that will charm customers.
One From Column A, One From Column B
Many Chinese restaurants offer choices of food from multiple columns, allowing patrons to select from basics such as beef, pork, or chicken, and adding in spices, sauces, and vegetables to taste. You can do something similar with your menu.
The main categories of what spa clients have come to expect include massage, of course; body scrubs; body masks of some kind (whether seaweed, mud, clay, etc.); facials; hand and foot services; and wraps (herbal, detoxifying, aromatherapy, etc.). I suggest you create a category for each of these on your menu and then customize the offerings within each category in your own unique way. For example, since your spa is called The Spa House, I would suggest breaking down the treatments into these categories: Spa House Wraps, Spa House Body Scrubs, Spa House Massage Specialties, and so on. You could, for example, offer the Spa House Energy Rebalancing Massage, and use your resident shiatsu expert to apply the treatment.
In the descriptions for each of these services you can explain the benefits and backgrounds of each. The unique title will get your clients' attention while the description will put their minds at ease, letting them know these are time-tested treatments, many of which, like shiatsu, have been used for centuries around the world. In this vein, you could offer the Spa House Relaxation Massage for Swedish, and so on. Cap off your menu with the crowning touch of something truly special, something that will enthrall your clientele-the signature service.
Your Spa's John Hancock
The signature service at any spa is what sets it apart from other spas in the area. It's what gets people talking about your place. It does not need to be something that everyone rushes to sign up for, but it should inspire conversation and generate clients by word of mouth. This is the "quality, not quantity" section of your spa menu, something truly unique that could only be offered by you. When people think of The Spa House, they should think of this treatment, and they should think of you. Because the spa is you now, Lou, in a certain sense - it's who you are. You'll want to invest yourself in this special treatment, like the signature dish of a great chef.
What's the special treatment going to be? That, I'm afraid, is up to you. Here are just a few hints to get your started thinking in the right direction:
Once you've gotten clear on what categories you're going to have available, you then run into the question of what products you're going to use, which supply companies you're going to choose and who you're going to give your business to. Use extreme caution here, for a few reasons:
Next time you write, let me know what you've come up with for your signature treatment and what products you're thinking of using. I'll do my best to help you out with any further suggestions, if I can.
Until then, take care,
Steve Capellini, LMT
Click here for previous articles by Steve Capellini, LMT.
Join the conversation
Comments are encouraged, but you must follow our User Agreementcomments powered by Disqus
Keep it civil and stay on topic. No profanity, vulgar, racist or hateful comments or personal attacks. Anyone who chooses to exercise poor judgement will be blocked. By posting your comment, you agree to allow MPA Media the right to republish your name and comment in additional MPA Media publications without any notification or payment.