resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Old TCM Sayings: Treat the Front to Treat the Back
Chinese medicine college was, and always will be, a memorable time. It was a time of massive personal and professional growth.
Unlevel Pelvis in the High-School Athlete: Exploring Causes and Effects
The unlevel pelvis is all too common in the high-school athlete and if not detected, will likely cause a lifetime of musculoskeletal issues. Any provider who doesn't look for this common finding is missing critical information.
The CDC came out with a report in March 2013 that suggests 1 in 50 children will be diagnosed somewhere on the autism spectrum – significantly higher than the 1 in 86 figure that came out in 2007. What does this mean moving forward, particularly for children?
News in Brief
An Encouraging Sign at Palmer; NBCE Announces Retirement of Longtime Director of Testing.
It might have been a miserable start to the day in the heart of downtown San Diego. A heavy rain had soaked the large homeless population congregating near the intersection of Third Avenue and Ash Street as they waited for a free breakfast to be served at the First Lutheran Church on the corner.
Reflections: The Art of Teaching Asian Medicine
Over the past three decades, my global workshops have been translated into German, Swiss German, French, Romansch, Spanish, Lithuanian and Xhosa. Time to offer you new teachers a few tips!
Let's Speak With One Voice in 2015
For the longest time, the chiropractic profession has attempted to achieve some form of unity. On a political level, this was characterized by an ultimately unsuccessful two-year merger effort between ACA and ICA leadership from 1986-1988.
Finding Balance in the Clinic
This past December, I celebrated 11 years in practice. I seriously don't know where the time went. I feel beyond blessed and grateful to be practicing our profound and beautiful medicine and to be helping guide my patients restore a state of optimal health.
The Top Seven Website Mistakes Clinics Make
The majority of acupuncture clinics finally have a website for their business. Having a website is crucial for being found online through Google, Facebook and review sites like Yelp.
Case Histories from Bali: Treating Balinese Chidren with TCB and Shonishin
When I moved to the island of Bali in 2005, I offered my services in Bumi Sehat, which means Healthy Mother Earth, a free birthing center for poor and disadvantaged local women located in Ubud.
Are You Really a Healthy Eater?
I always giggle a little bit (to myself) when someone comes into my office and informs me that they are a healthy eater. What exactly does that mean? Does that mean they eat sugar in moderation? And what's that, exactly?
Put the Social Back Into Social Media
Social media is more than a passing fad, it is definitely here to stay. Social media apps and channels of distribution may evolve, but the concept of social media is now big business and a part of all our lives.
The Conscious Evolution of Healing, Part 2
The idea of transmission is very important in the Chinese medical classics. According to author Claude Larre, the ancient Chinese were highly interested in the connection between things. Nothing was looked at as an isolated entity.
Acupuncture and Homeopathy: Bioenergetic Brothers
Acupuncture and homeopathy share an important healing principle: bioenergetics. "Bio" means "life," so bioenergetics is literally "life energy."
Leaving Footprints on Capitol Hill: Tribute to Dr. Kenneth Luedtke (1930-2014)
It was with great sadness that I heard of the passing of Dr. Ken Luedtke.
Cell Health (Part 2)
Dr. Barsten, your book is about restoring "cell vitality." Can you briefly define the term? Cell vitality is more than the mere absence of symptoms or pathology, but optimum structural, physiological and energetic health.
Mind-Body in Motion
A central goal of low back pain treatment involves the correction of dysfunctional movement patterns believed to be responsible for spinal overload.
It's Time to Create a Strong Acupuncture Footprint
Footprints in the sand. Footprints in the snow. Where do these footprints go? Some are big, some are small, but footprints are made by all.
Help Your Parents Stay Engaged
As much as parents may wish it were so, children do not come with an instruction manual. There's no "how to" that can be followed and no two children are alike, so what works with one generally won't work with the next.
Neuroscience: Where Western Medicine and Chinese Medicine Can Come Together
The recent advances in neuroscience are truly incredible. With this expansion of scientific knowledge, I would like to see even more research into the neuroscientific basic of acupuncture and Chinese Medicine.
June, 2010, Vol. 10, Issue 06
The Heart of Business: Client Relations
By Jenn Sommermann, LCMT
Business does not have to be about accounting and long-winded business plans. Even though that is a valid aspect of professional development, many massage therapists hire accountants and some never write business plans.If you enjoy those pieces of the business side of massage therapy, good for you. However, I feel the most important aspects of business revolve around client relations. Getting the clients scheduled in the first place, performing excellent customer service beyond the "hands-on" work and retaining clients is paramount to success. A successful massage career is much more than a good massage just as a five-star hotel is much more than a comfortable bed.
When you first hear the term client relations, what do you think about? Of course, it means different things to different people but I want to try to put together a list of some of the top things that client relations mean to me. For the purpose of organizing this information, I am going to break it into three categories: before the massage, during the massage and after the massage.
The first time you speak to someone on the phone or meet them in person is critical to the success of the long-term relationship. You have about five seconds to "impress" someone and the average client sizes you up in a short time. How you handle this interaction is very important.
You must be professional, clear, and establish your value in a short amount of time. There is no un-doing the first meeting. You never get a second chance. This is the first step in establishing a good relationship.
The ease with which a client schedules and your promptness in returning phone calls is the next thing to pay attention to. If a client cannot get through to you or if it takes too much effort to book an appointment, they won't be a client for long. Convenience and impeccable phone etiquette is key to client relations.
Once you get the client in the door, excellent service and paying attention to their needs tops the list. If a client likes an abdominal bolster, make sure it is set up before the client comes in for an appointment. Don't make the client ask or worse, have them go without. Client preferences must be noted on their chart and should be adhered to each time.
And speaking of charts, keeping accurate records is a must. You are the keeper of people's lives and there is no excuse for not doing an intake and tracking progress with good notes. Use whatever format you like, although SOAP notes are widely accepted. The point is to understand your notes, be able to defend them if necessary and have a clear picture of what your treatments consist of.
Once the client has left the office, follow-up is imperative. Marketing studies show that the best bang for your buck is follow-up. It costs less money and takes less time to keep an existing client than to bring in a new one. A little time spent keeping your current clients happy will go a long way towards ultimate success. Check in and see how they feel after their first appointment. Whatever they tell you, write it in their chart so that you "remember" it for their next visit. If you read an article that would be good for a certain client, take the initiative and send it to them. Clients love that.
Because you've taken such good treatment notes, the next time they come in for an appointment, you will be able to ask them about their current condition. "Remembering" the details is easy if you write it down and clients will feel cared for. In a world where health care is challenged and medical professionals don't have time to converse, let alone remember details, you will stand out amongst the stars if you do.
Good client relations isn't hard to accomplish, but it takes time, thought and effort. With some practice, these techniques can become second nature and be part of your standard of care. Clients will appreciate it and as a result, will come back. I truly believe if more massage therapists focused on client relations, there would be more success in our industry.
Click here for more information about Jenn Sommermann, LCMT.
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