Lost A Sale, But Initial Phone Consultations — A Big Part Of Brilliant Customer Service
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Q&A With the First VA Chiropractic Residents
As you may have read previously, a major step forward for the profession occurred in July 2014 when the Department of Veterans Affairs began piloting a chiropractic residency program at five locations.
NCCAOM Video Contest
The NCCAOM is excited to announce the launch of the second annual video contest "Because it Works!" 2015.
Key Changes and Updates to the 7th Edition CNT Manual
Acupuncture Today recently interviewed Jennifer Brett, ND, L.Ac. regarding the updates to the CNT manaul.
Treatment of PTSD: An Opportunity for the Practice of Integrated Medicine
PTSD is widespread across America today. Not only do many of our honored men and women in uniform bring it home with them from the war zones they have been active in, but it often follows any life-threatening event people go through when their lives have been in danger.
Integrative Medicine for the Underserved: A Seat at the Table
Numerous organizations have risen to the challenge of providing care to medically-underserved populations and here we feature one such group.
The Source-Luo Point Combination, Part 2
The Da Cheng includes symptoms for the source-luo points that indicate when to use them for treatment. Yang defines the method as the guest-host (it is one of a variety of acupuncture point combinations called guest-host).
The Three Heater Official
This Official, belonging to the element Fire, is responsible for maintaining and regulating the heating system of the body, mind, and spirit. It is named for its function. The trunk is divided into three "burning spaces" or "jiaos."
Chinese Doctors Poke Holes in Australian Study
A recent Australian clinical trial, published in the Journal of the American Medical Association (JAMA) in 2014 by Rana Hinman, et el., evaluating the effectiveness of both needle and laser acupuncture for chronic knee pain.
Marketing with a Microphone
When given an option, it stands to reason that people prefer to do business with those they know, like, and trust.
News in Brief
Investigating the Cellular Impact of Mechanical Force; National Board Seats (Not-So) New Officers at Annual Meeting.
I was sitting in a Pizza Hut in Peoria, Ill., with my friend Reggie, sometime in the spring of my senior year in college, when he started doodling on his paper placemat. In those days, the company had a picture of U.S. on the mats, showing all the locations of the "Huts" in the country.
Creating Relationships at Southwest Symposium
The month of May brought many interesting activities. As I have said in many previous columns this year, this profession is moving in a very exciting direction. Make sure you are getting involved. If you're not, you just might get left behind.
Desert: A Metaphor from the Study of Genetics
In most of the human lives I know about, there are stretches of time which feel stagnant, or worse. We can feel adrift, or wounded and sidelined, and these times don't seem to carry much usefulness while they are unfolding.
Meet Cheyenne: Your Future Colleague
Allow me to introduce you to Cheyenne (Chey), the daughter of some of our family's closest friends. We attend and serve at the same church together, and have known each other for many years.
Should You Change an Athlete's Natural Running Form?
Once past the ankle, impact forces travel at about 200 mph into the knee. In addition to allowing the quad to absorb force, bending the knee (E) prevents the hip and pelvis from moving up and down too much (F), which is important for injury prevention and efficiency.
The Risks I Took
We all take risks when we choose this profession. For some, it is not knowing if you can make a living practicing TCM. For others, it is parental or cultural disapproval.
Free Yourself From the Pocketbook Practice
Let's take a journey together; there's an important lesson to be learned. Imagine a town or city just like yours.
Leg-Length Inequality and Pelvic Fixation: A New Approach to the Negative Derifield (Part 3)
A patient with sacroiliac fixation and dysfunction ordinarily demonstrates a noticeable leg-length inequality when placed in the prone position on the adjusting table.
Sports Medicine 101: Surgery or No Surgery?
In the world of sports medicine, many careers are saved by surgeries that correct traumatic damage to the body. Muscle tears, ligament damage, fractures, spinal disc herniations, and joint instabilities are a few of the issues frequently addressed with surgical intervention.
Going On-Site With Chiropractic Care
The Foundation for Chiropractic Progress has released a position paper highlighting the financial, clinical and patient-satisfaction benefits of providing chiropractic care at on-site corporate health clinics.
Nomenclature and Classification of Lumbar Disc Pathology: Version 2.0
The Nomenclature and Classification of Lumbar Disc Pathology consensus, published in 2001 by the collaborative efforts of the North American Spine Society, the American Society of Spine Radiology and the American Society of Neuroradiology, has guided radiologists, clinicians and the public for more than a decade.
April, 2004, Vol. 04, Issue 04
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.
You have, without a doubt, one of the most attractive little day spa operations in the United States.I've seen hundreds of them over the years, and what you've created leaves me awestruck! It was so great to see you last month to help train your new staff, and check out the great work you've been pouring into this project.
Walking into the Spa House is like walking into a really comfortable and beautifully appointed home! The screened-in front porch is filled with sunlight, plants, a tinkling fountain, and the artwork of children from the community. It was a great idea to ask them to draw pictures of water - the origin of spa - in all of its manifestations: rivers, pools, the ocean, and even in their own backyards. The result is a blue splash of riotous color that will leave your customers in a calm and uplifted state of mind before they even enter the front door. And how much did this cost? Nada. You even got a local shop to donate the frames in exchange for displaying their name to your customers.
I don't mean to sound commercial about something that was obviously done from the heart, Lou, but think about the marketing coup you've pulled off here. Before you even open your doors for business, you've created a built-in clientele: the parents of those little artists and all of their friends. This was a stroke of genius from your partner, Barbara.
And speaking of Barbara, you didn't tell me she was such a knockout, Lou: gorgeous, sincere, smart, quirky - the woman has it all. Certainly a wise choice in business partners, and, I see now, a wise choice in life partners. You have to be careful, though, when cultivating a personal relationship like this, since you work so closely together and you both have invested money in the spa. But, as they'd say in France, "C'est l'amour." And there's nothing you can do about that.
After passing through the front porch and entering the door, I found myself in a homey sanctuary, with a welcoming wood reception counter, and a large waiting area that is like someone's living room. I was glad to see you'd taken my suggestion to offer foot treatments in this area, enticing other clients to do the same while creating a soothing atmosphere at the same time.
The treatment rooms are gorgeous, too - simple yet elegant, each one with its own music and lighting controls. It was fun and comfortable to train your staff in these rooms, and I'm sure they're going to enjoy working there on a daily basis, too; however, there are a few staff "issues" I noticed cropping up even at this early stage, and I wanted to pass along a little advice regarding your employees - things I've run into over the years that you might want to keep an eye on.
Don't get me wrong. It has been a pleasure working with such a dedicated and enthusiastic staff. In fact, I'd go beyond the word "enthusiastic" - they are downright excited! It's a great opportunity for them to be part of a unique experience in the community. I wouldn't mind working there myself someday. Keep me in mind! However, the startup phase of a spa - or any business - is often the "honeymoon" stage, when excitement is greatest and the rigors (and, at times, boredom) of daily operation have not yet set in. Regardless of your staff's enthusiasm now, you will assuredly run into some problems down the road; it's best to know about them up front.
One thing I noticed in your newly appointed lead therapist, Jeanie, is what I call the "overachiever syndrome." Jeanie is well qualified for the job: She's smart, bright, attentive, customer-oriented, and she seems to want to give of herself for the betterment of the team. What could be wrong, you ask? Well, I noticed some traits in Jeanie that I've seen in other lead therapists who "crashed and burned" early in their spa careers. One was a male who was arrested and charged with assault on a female customer; another was a fellow who rearranged the whole massage department to his liking (without permission); he was ousted three days later. These are people, who, like Jeanie, are self-sufficient and highly skilled, but don't take orders well, and at any given moment they could create unrest among fellow employees or guests.
I am not suggesting that you fire Jeanie, but I do suggest taking her aside and laying down the law. You, for better or worse, are the boss. Remember when you worked at the resort spa and I told you there were going to be some unsavory aspects of being a supervisor? I called it "the boss trap." You are caught in it more deeply now because you are not only the boss, but also the owner. It is crucial, in my opinion, to let Jeanie know that you are watching over her closely, and that her power is limited to her job description.
That's right, Lou. It's time to get serious about job descriptions. I know this is yet another task that seems less than glamorous, but it is going to help a lot, believe me. It will improve your chances for having a happy staff if Jeanie knows exactly what is expected of her, and what lies inside and outside the boundaries of her authority. This, in turn, will lead to a proper understanding by the other therapists, the receptionist, the estheticians, and you regarding who is responsible for what. There will come a time in the not-too-distant future when you are so busy with the daily rush of activities that these written job descriptions will be a lifesaver. They can, of course, be modified, discarded, or changed, but it is important that everyone agrees upon a working framework - especially as your grand opening approaches.
So, that is your homework: job descriptions for everyone! Add it to the endless list of things to accomplish as you move toward your dream of opening and operating a successful Spa House.
Talk to you soon,
Steve Capellini, LMT
Click here for previous articles by Steve Capellini, LMT.
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