resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Correcting Rib Dysfunction: Improve Patients' Pain, Posture and Breathing
As chiropractors, we tend to focus on the spine, and rightly so. Many problems our patients face can be corrected by manipulating the correct spinal level.
The Acupuncture Channel System (Part 2)
The primary channels (main channels) are introduced in chapter 10 of the Ling Shu, these channels are referenced in many chapters throughout the Su Wen and the Ling Shu. The primary channels have become the main channel system used in TCM.
A Brief History of Acupuncture and Oriental Medicine Doctoral Programs
A doctorate in acupuncture and Oriental medicine has been a goal of the profession since its beginnings in the late 1970s. At that time, however, the maturity of the educational institutions and the regulatory environment made it a goal with only a distant completion date.
VF Works / DMX Works Epilogue: Almost Two Decades Later, the Lawsuits Continue
An article in the March 8, 1999 edition of Dynamic Chiropractic examined whether then-VF Works / Nu-Best Franchising was selling its franchises illegally to doctors of chiropractic.
Gather & Grow
I recently attended a faculty seminar held by one of the acupuncture schools. There was a facilitator who led us through some very interesting experiences. The attendees were a diverse group with varying opinions.
The Large Intestine Official
The large intestine (AKA colon) is the great eliminator, or as J.R. Worsley called it, "The Drainer of the Dregs." Dregs are defined as the remnants of liquid with its sediment left in a container, or the basest, least valuable portion of anything.
Near-Infrared Therapy for Diabetic Neuropathy
The pain experienced by people with diabetes is a symptom of diabetic neuropathy. The impact on quality of life is significant. Pain makes walking difficult, sleep troublesome, and eventually contributes to a decrease in social interaction.
Treating the Lower Pelvis (Pt. 2): Midline Structures and Fascia
My previous article [October 2016 issue] outlined evaluation and treatment of pelvic issues involving the sacrotuberous ligament and the pubic symphysis. Now let's discuss two case studies that illustrate how to address additional problematic areas of the pelvis.
Spiritual Initiation: Opening Your Higher Healing Abilities
People drawn to the field of acupuncture and Oriental Medicine tend to be those who march to the beat of a different drummer.
TCM & the Caregiving Population: Treatment Considerations & Our Vital Role
Informal caregiving is increasingly a reality for many Americans who find themselves providing unpaid care for a loved one or a family member with a long-term, terminal, or chronic illness.
Advancing the "Whole Organ" Spine Model
Historically, the human spine has been organized by body region utilizing specific anatomical landmarks and transition zones.
House Calls With Dad
My father was a chiropractor and he did house calls. On Wednesday nights, while my mother attended the weekly women's meeting at the Odd Fellows and Rebekahs hall in our small town, dad loaded up the portable adjusting table, fired up the Pontiac and drove off to treat a few patients in their homes. I went with him.
Latest Cassidy Study on Stroke Risk Published
The latest study to investigate whether a unique association between chiropractic manipulation and risk of cervical artery dissection / stroke exists has yielded similar encouraging findings, with the authors noting "no excess risk of carotid artery stroke after chiropractic care" and no significant risk difference between patients receiving care from a DC or a primary care medical provider.
ICA Goes on the Vaccine Offensive
Have you watched the vaccination documentary, "Vaxxed: From Cover-Up to Catastrophe," by Andrew Wakefield MD, director, and Del Bigtree, producer? This is the documentary Robert DeNiro was pressured to remove from his Tribeca Film Festival.
Paperwork Done Wrong, Done Right
I was visiting a doctor's office recently and a member of his staff brought a stack of forms to his private office and laid them on the doctor's desk. She informed him he needed to complete the forms for patients and a few third parties.
Waist Circumference: A Conversation Starter
New estimates suggest more than two-thirds of Americans are either overweight or obese. The medical significance of this statistic is astounding.
AOM Residency at NUNM
Imagine you're a recent acupuncture graduate, worried about making enough income as you forge your new career and seek more in-depth training in a particular treatment style.
Getting Unstuck: Healing From Trauma With TCM, Qigong & Movement
We all come into this world vulnerable, with seeds to grow into our strength. Some of us — through a combination of good fortune (i.e., family and culture we are born into, constitutional inheritance, or ability to learn) grow with minimal interruption from traumatic injuries and experiences.
Helping Patients With Parkinson's Disease
Parkinson's disease (PD), a long-term degenerative disorder of the central nervous system that mainly affects motor function, has a slow onset over time.
Chiropractic in Texas Is Under Attack
The profession of chiropractic faces an unprecedented challenge in Texas, an attack that is more aggressive, sustained and dangerous than anything previously seen. The medical lobby has launched a coordinated, multi-front assault.
4 Things Every DC Should Know About Levels of Care & Prevention
As health practitioners, we help people with their health problems and assist them with health promotion and disease prevention.
Reader Beware: Consider the Source
The aftermath of last year's presidential elections brought a running conversation on the role played by "fake news" that was largely presented via social media.
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 previous articles by Jenn Sommermann, LCMT.
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.