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
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?
Patient-Centered Care vs. Payer Restrictions: Your Ethical Obligation
Do you have an ethical obligation to evaluate your patients, make a diagnosis and provide evidence-based, patient-centered health care, irrelevant to the payer restrictions?
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.
Practice Policy (Gone Bad): The Sign
Every once in a while, you see something and think to yourself, That's a really bad idea. Case in point: I went to see my medical doctor the other day. Just after being "roomed," as they say, the nurse checked my vital signs. Then she left.
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 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 Chiropractor's Guide to Yoga
"Doctor, can I continue to do yoga while undergoing your care?" "Is it OK for me to go back to yoga while I'm getting my back treated?" "It is safe to start my yoga classes again after my neck pain improves?"
Surprising Reasons for Orthotic Efficacy
Clinical outcome studies show orthotics are effective in the management of a wide range of injuries, including plantar fasciitis, Achilles tendinitis and patellofemoral pain syndrome.
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.
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.
More Chiropractors Required
An intriguing study published in the Journal of the American Board of Family Medicine examines how "chiropractic care affects use of primary care physician (PCP) services."
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.
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.
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.
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.
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.
Harvard Health References Flawed AHA Position Paper
In its special health report, "Stroke: Diagnosing, Treating, and Recovering From a 'Brain Attack,'" Harvard Health Publications includes information from the American Heart Association's 2014 position statement on cervical manipulation and cervical dissection – a statement the American Chiropractic Association emphasized in a letter to Harvard Health mixes "scientific facts with half-truths."
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."
Oriental Medicine on the World Stage
"Let me win. But if I cannot win, let me be brave in the attempt." This simple, yet powerful statement was lived out time and time again by so many of the athletes from around the world during the Special Olympics World Games in Los Angeles.
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.
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.
Dorsiflexion Dysfunction: Evaluation & Manipulation Techniques
Almost every condition from the foot to the hip can be attributed to the inability to dorsiflex the ankle mortice and other joints that participate in dorsiflexion. Let's start by understanding normal versus abnormal dorsiflexion.
Fish Oil: A Key Component of 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?
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.
Change Lives by Supporting Chiropractic Research: Are You In?
The Palmer Center for Chiropractic Research (PCCR), in celebration of its 20th anniversary, has announced it is spearheading a fund-raising campaign to support chiropractic research.
What's Chiropractic Research Worth to You?
The Palmer Center for Chiropractic Research (PCCR), in celebration of its 20th anniversary, has announced it is spearheading a fundraising campaign to support chiropractic research.
February, 2004, Vol. 04, Issue 02
By Steve Capellini, LMT
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 treatment menu for your soon-to-open Spa House is coming together, and it was a little trickier to create than you'd imagined, wasn't it? When you walk into a great spa and take a glance at its beautiful brochure and list of services, it all seems so natural and easy, doesn't it? But when you have to do the work yourself, you understand how much goes into it.I think you've made some wise choices as far as the treatments you're going to offer, and I'm not just saying that because you followed my advice on some of them! Nobody could resist the sumptuous Spa House Specials you've created:
You've also added several foot and hand treatments, a scalp treatment, manicures, pedicures and "quickie" chair-massage. This is a great start for a menu, Lou. There is no need to be overly worried about the items you did not include at this stage, as you will inevitably revisit this menu and make amendments in coming years. What you should concentrate on now is training your staff thoroughly on all the treatments and products.
I'm happy to hear that you've chosen products known for their organic properties. Although these products are not generally well known, you will be able to educate the public about their value. Sometimes it's smart to use a less remarkable brand and then pair it with your own Spa House private label products later, rather than go for a famous skin care/body care line now. You're smart to avoid the tendency of "transference" in which you hope to upgrade the image of your spa by associating with famous brands. Sometimes that backfires, and you end up without a clearly recognizable image of your own.
Proudly display, in a conspicuous area in your spa, each of the all-natural lines you will be using in your treatments. These of course will also be available for sale to your clients, but they are there to enhance your spa's image, not take it over. The trick is to get your clients interested in buying your spa's overall image and to have them view products as an adjunct of that.
You've got mud from Hungary, clay from Sedona, fango from Italy, seaweed from France, Ayurvedic oils from India, shampoos from the Hawaiian rainforests, plus several more products on your shelves. My advice is to keep diversifying, as you have already. Then, when it comes time to highlight one brand in the near future (hopefully shortly after you open the spa), it will be your own house brand.
The Signature Service
I absolutely love the signature service you've chosen for the Spa House. Asian treatments are very hot right now in the spa market, so it's great that you're going with that theme and offering the Spa House Balinese Ritual. At 2 1/2 hours long, with a healthy snack and take-home spa sandals included, I think you're going to receive some rave reviews and many repeat customers, even though the price, at $295, seemed high to you at first. Your spa business partner Barbara was wise to price it at that level. After all, your clients will be getting a lot for their money: the dedicated attention of one of your therapists, gifts, and first-class natural products from the exotic South Pacific via Jamuspa.com, the same company you trained with while working at the resort spa a few years back.
It's some kind of destiny that your previous work is coming in handy as you incorporate your training and experience into your new endeavor. Based on the traditional "Lulur" ritual of preparing brides for their weddings, the treatment features my favorite triumvirate of exfoliation, hydrotherapy and massage. It doesn't get any better than this, with rose petals in the bath, a creamy yogurt-based mask application, and a long, flowing Polynesian-style massage session.
Your choice of signature service can even color other, broader choices at the Spa House too, if you want. The room in which you provide the Balinese Ritual can be decorated with wood carvings, silk wall hangings, native statuettes and warm tropical earth tones. This theme, over time, may trickle out into the rest of the spa. Personally, I can't wait to see it!
Now that you have created a menu in your mind, you need to create a physical menu on paper, which means that you're going to have to strike up a relationship with yet another co-creator of your spa vision - a printer. Perhaps you didn't think of a printer as being a core member of your spa-creation team, but stop for a moment and think about collateral materials - brochures, fliers, stationary, letterhead, logos, business cards and so on. Besides the actual spa, collateral is what most impresses clients and potential clients. It's what "shouts out" your spa's image loud and clear; it is your signature and personality sent out far and wide into the world. In fact, when you use electronic collateral on the Internet, you are making this image visible for millions across the globe.
One tip I'd like to offer as you and your collateral design partner begin putting together your materials: Insert a separate price card, sometimes known as a tariff sheet, which you can change at any time easily without having to go back to the printer for another run, wasting hundreds, or even thousands of dollars on existing brochures.
Stop and give your collateral materials some serious thought, Lou. You'll benefit greatly by teaming with a printer and/or designer who shares some of the vision you have for the Spa House. Interview a few people. Find someone who loves spas and would like to get involved hands-on with the project. He or she should receive a few treatments and walk through the spa with you to get an idea about the kind of image you're attempting to create.
I look forward to hearing about the collateral-collaborator you find and seeing some of the art you create together soon. In the meantime, hang in there - you're getting closer and closer to the opening of your new vision, the Spa House!
Until Next Time,
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.