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One Size Does Not Fit All: Exercise and Nutrition According to Your Yin/Yang Body Type
There are countless new exercise and nutrition plans out there, emphasizing the latest ground-breaking research and claiming to revolutionize the way we view health.
Too Many to Remember: Tips to Revive Your Ortho / Neuro Test Skills
When I was at Palmer in the mid-1980s, we were given a set of notes in one of our diagnostic courses. The notes covered approximately 70 orthopedic and neurological tests for various regions of the body.
The Concussion-Subluxation Complex
In the Aug. 1, 2014 issue of Dynamic Chiropractic, I reviewed some of the literature demonstrating the role of the chiropractic adjustment in post-concussive care.
Mechanism: Experimental Approaches to Understanding Acupuncture, Part 1
The clinical benefits of acupuncture are difficult to ignore, but also can be difficult to explain to a Western audience. For nearly 50 years, relentlessly inquisitive scientists and physicians have been working toward a conceptual model to explain acupuncture.
Omega-3 Fish Oil: An Underappreciated Element of Men's Health
As a clinician with many male patients -- and as a man myself -- I am all too aware of the fact that we like to convince ourselves that we are doing great, when that may be the farthest thing from the truth.
Making Sense of an Increasingly Obvious Conclusion
Where's U.S. health care heading? Like it or not, the list of telltale signs is growing to a point that stands out to even the most myopic observer. Consider this list of facts as you look into the future of health care in the United States:
The Modern Application of Ancient Mei Rong
Chinese Medical Cosmetology (Mei Rong) has a well-documented and venerated history dating back to the Qin (221-206 BC) Dynasty.
Tailor-Made Knee Pain: The Sartorius Muscle
A patient was referred to my office after receiving treatment from various providers with no results. The patient was training for the Olympics as a marathon runner and was unable to run or walk without severe medial knee pain.
Syncretism: Acupuncture and Public Health in Cuba
"Syncretism" is defined as a union of diverse tenets or practices. On a recent trip to Cuba designed to demonstrate the integration of Traditional Medicine and biomedicine, our group witnessed this union firsthand.
F4CP Making a High-Impact Impression
The Foundation for Chiropractic Progress has released details of its 2016 strategy, certain elements of which are already in play. The strategy includes ads, posters and other resources available to all F4CP members.
Which Way is the Energy Going? Are You Burning Yourself Out?
One of the simple methods that I use to define Yin/Yang theory to patients is to ask the question, "Which way is your energy going?"
Diagnose Sprain Injuries in MVA Cases With Dynamic X-Rays (Pt. 1)
Am I the only person to notice hospitals are doing a seemingly insufficient job lately in their initial radiological workup of motor vehicle accident (MVA) victims?
Pro-Con: Swaddling for Newborns
The practice of swaddling has been used for thousands of years and was popular until the 1700s, when it was slowly abandoned by many cultures that considered it old-fashioned or barbaric.
Dietary Fat and Prostate Cancer: An Important Update
K.M. Di Sebastiano and M. Mourtzakis published a review paper examining the role of dietary fat on prostate cancer development and progression late last year that does a stellar job of summarizing the available data on fat and prostate cancer.
Targeting the Bad Apples in the Bunch
While everyone was focused on the conversion to ICD-10, the Office of Inspector General for Health and Human Services released a new report on chiropractic titled "CMS Should Use Targeted Tactics to Curb Questionable and Inappropriate Payments for Chiropractic Services."
Designing a Fitness Plan (Part 1)
It doesn't matter if you come to my practice for pain relief, weight loss, healthy aging or something else. The formula I talk about for each patient's fitness strategy is pretty much the same.
Acupuncture Rising: From Acupuncture Anesthesia to Assisted-IVF, Part 2
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.
Footsteps of the Sages: An Apprenticeship with Dr. Kezhan Zhang
When I met Dr. Kezhen Zhang in May 2013, I was his translator and the integrity, creativity, and passion he demonstrated as a practitioner and advocate of the medicine convinced me to travel to Beijing to study with him.
Born to Energize the Human Spirit: Recollections of Sig Miller
Sig Miller, longtime executive director of the Association of New Jersey Chiropractors (ANJC), passed away on Sept. 17 after a long battle with cancer.
Your Billing Questions Answered
I hear a lot of the following questions: I am afraid I may doing something illegal. I have heard I cannot have different fees for the same service.
It's Time to Review
It is amazing to see the changes that are occurring in the acupuncture profession. Let's look at some of the news and events that have contributed to this growth and awareness.
Chinese Herbs and Pulmonary Fibrosis: A Case Study
"Mary M."* recently celebrated her 90th birthday. Even the former sheriff dropped by to kiss the hand of this diminutive retired teacher, to honor the years she interpreted for him during interviews with Latinas and Latinos.
Acupuncture and Oriental Medicine in the West
We know acupuncture and Oriental medicine as the indigenous medicine of East Asia; in particular China, Korea and Japan are the countries of origin of this wonderful healing system.
North Carolina Acupuncture Board Files Dry Needling Lawsuit
In early September, the NCALB filed a complaint against the North Carolina Board of Physical Therapy Examiners over the issue of dry needling, a form of acupuncture that uses solid needles to puncture the skin and muscle tissue to relieve pain.
January, 2012, Vol. 12, Issue 01
When Your Clients Talk, Are You Really Listening?
By Ann Brown, LMT
In Chinese, the word "crisis" is composed of two characters: one for "danger" and one for "opportunity." As a massage therapist, any constructive criticism you receive should be regarded with a similar view.If you don't pay attention to the criticism, you risk continuing your massage practice in unsatisfactory and damaging ways, but if you do take criticism to mind with a conscious focus on improvement, you change criticism (and crisis) into opportunity.
Consider these two scenarios. You greet Client A as she enters your business. You cover your standard procedure of taking soap notes, covering the basics of what you need to know for today's massage service. Outside, the sounds of nearby construction rise and fall during the course of the treatment, but the client seems unbothered, so you don't mention it. You perform the massage and ask how the client feels when finished. Client A replies "fine," pays for the service, thanks you and leaves.
Client B arrives for her massage. You welcome her and go through the same intake procedure as you did with Client A. Client B says she is suffering from lower back pain and stiffness. During the massage, this session is similarly interrupted by the sound of construction outside your practice. You apologize for the noise when the client looks disturbed. At the end of the massage, you ask how Client B feels. Client B responds that the massage was uncomfortable and she doesn't feel the relief she wanted. She is unhappy with the noise interruption and disappointed with the overall service. You apologize again for the interruption and ask her to wait a day to see how she feels after the massage. She pays for the service and leaves.
As a massage practitioner, which client would you prefer to deal with? If you answered Client A, consider this – Client A never returns to your practice for a repeat visit because her first experience was "fine," but not a stand-out. She didn't complain, but went home and shared with her friends that her massage experience (one that she had been looking forward to for two weeks) was only so-so. While Client B leaves, you know that the experience was not satisfactory, and while no one likes to deal with unhappy clients, you are aware of the issues and have the chance to change that client's opinion of your service and practice.
Client feedback is only as useful as the intention we put into it. If you only ask how the massage was as a glib question, then you miss key opportunities to improve your service and practice and to create loyal clients that return again and again. Taking your interaction from routine to personalized and then showing the client you are listening, not simply asking, can boost your client return rate, improve your entire business model and help you increase revenue.
Before You Begin
Setting the stage for getting useful feedback begins before the massage. I've been to numerous day spas and single practitioners that miss out on capturing information at the start of the massage visit. In my last five massage experiences, the practitioner either didn't ask for anything or simply handed a waiver for me to sign. Many of you do take diligent notes, but as the consumer, I have to wonder – do they want to just give me a massage and say good-bye? Or do they want me to come back?
It doesn't matter if you are a 20-room spa or a one-man show. Your level of professionalism should not be based on your annual gross revenue. Go beyond the basics to show you care and to secure information on how to follow up, post-visit. Ask for clients' birthdays, email addresses, mobile numbers and if they prefer to be contacted via text. Set up ways to check in after the massage and create an ongoing dialogue with the client. Feedback takes on new meaning when it is not collected in a vacuum, but instead is part of your ongoing commitment to stay connected with your clients and respond to their needs.
It's important to note that you should be sensitive to your client when trying to get feedback. If the client is looking for a relaxation experience, too many questions while they are on the massage table will probably be off-putting. Likewise, for Client A, a question of "How was the massage?" immediately after the service was too close and personal to allow the client to provide honest feedback. A short survey emailed to the client after the massage, however, would have provided a safe opportunity for the client to relay important information to you about how she regarded the experience – and it opens up a channel of communication that didn't exist before. Using email allows for some distance, and if you prefer, sending out the survey via a third-party vendor might also help to reinforce your desire for a sincere and open response from the client.
Using Positive Feedback
If you have positive feedback from your clients, congratulations! But even if the response is positive, pay attention to the specifics and make sure you are getting detailed data. Instead of offering a scale of 1 to 5 for satisfaction, consider offering a scale of 1 to 7, so that your data becomes more reflective of the client's temperature concerning your business. The client who marked your spa as "average" on a scale of 1 to 5 may indicate "slightly above average" or "slightly below average" when given the opportunity, giving you better insight into your performance.
When feedback does reveal highly rated service and performance, note where your strengths are and what areas that the client appears to value the most. How can you improve your service offering or boost value to the client, as determined from feedback? For example, if you see that clients are consistently rating your technique and skill as high, but the facility is average, how can you improve the environment? Or vice versa?
Positive feedback is a great marketing opportunity. Where can you post testimonials from your cheerleaders? Put positive comments front and center from those that love you. Ask your VIP clients if you can share their comments on your web site and/or Facebook page, for example. Use your biggest advocates to your full advantage and develop a referral program if you don't already have one. Word-of-mouth advertising, coupled with an incentive to bring a friend, is golden! Keep up your communication regarding your referral program: Send out reminders to your clients so they don't forget the reward for making a referral.
Responding and Putting Negative Feedback to Work
In the opening scenarios, Client B immediately expressed her unhappiness to you. The first thing to remember is to listen to the client. Do not get defensive, but focus on respecting their opinion. Keep in mind the Golden Rule: How would you want to be treated as the client? Understand the value of the service you have offered. For most clients, they've looked forward to their massage appointment, so it's not just an issue of parting with money for an experience that didn't satisfy. The level of disappointment rises when the client has eagerly been anticipating the massage and carved out time for the appointment. One option for handling the situation, which some clients will demand, is to not charge the client for the treatment. The client goes away unsatisfied with the experience, but satisfied in the fact that she didn't have to pay for it.
Another option for handling the situation would have been to apologize to the client and offer a return visit at half-price or no charge, depending upon the situation. With this move, you both appease the client and create an opportunity to redeem yourself. When the client comes back and has a better experience, then you have likely turned someone who would have spread a negative impression of your business into a positive supporter. The case may arise, however, where you know you will be unable to satisfy a client. If their physical needs require a specialized skill, for example, you know that a return visit will not satisfy. Realize the importance of referrals and have a network ready. If the client will benefit from rolfing, know who to send them to. Focus on your strengths and communicate to the client where your expertise and skill lies, but also share the message that your number one concern is their health and wellness. When you are unable to provide the service they need, recommend who can. Your openness and focus on wellness should solidify your position and positive reputation in the client's mind.
If you receive negative feedback via a survey, a hand-written note goes a long way to ensure the client that you take their comments seriously and want to address their concerns. If the case warrants it, make a phone call to the client to show your dedication to creating a more positive experience. Make no excuses, but apologize and commit to righting the situation with an incentive to come back for another treatment within 60 days. Always, review your performance honestly after getting hard feedback. How could you have handled the situation better to avoid disappointing the guest? In the scenarios offered, a phone call prior to the treatments would have made the guests aware of the construction noise and given the opportunity to reschedule, if desired. You may also need to look at your intake questions. Are you asking the right questions to give you a clear picture of the guest's needs and expectations? The more you know, the more you can satisfy.
Good or Bad, Stay Diligent
A true commitment to improving your practice starts with creating a dialogue with, and listening to, your clients. Set up a system for monitoring feedback, responding and analyzing the overall data. Look at and respond to negative feedback as soon as possible, but also make a point to once a month and once a quarter look at the bigger picture of your performance. Some good questions to consider:
Collecting feedback but then setting it aside without really looking at it is an incredible waste of opportunity. Your clients are talking, so pay attention to what they have to say and focus on how to create a systematic approach to improving your business.
Ann Brown, a licensed massage therapist, is a member of the International Spa Association's board of directors and serves as spa director at Spa Shiki at The Lodge of Four Seasons in Lake Ozark, Mo. She also provides management consulting services through Spa Insight Consulting.
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