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
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.
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.
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.
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.
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.
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).
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.
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.
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."
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.
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.
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.
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.
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.
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.
News in Brief
Investigating the Cellular Impact of Mechanical Force; National Board Seats (Not-So) New Officers at Annual Meeting.
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.
An International Life: An Interview with Mary Elizabeth Wakefield
I met Mary Elizabeth Wakefield during her class last summer in Seneca Falls, New York at the Finger Lakes School of Chinese Medicine.
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.
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.
NCCAOM Video Contest
The NCCAOM is excited to announce the launch of the second annual video contest "Because it Works!" 2015.
January, 2014, Vol. 14, Issue 01
Do Your Clients Know How You Can Help Them?
By Ann Brown, LMT
When I meet someone, my self-introduction takes several steps. First, I'm a resort spa director. And I'm a licensed massage therapist, a nail technician and a cosmetologist. I put my credentials in order as to how I see my day-to-day duties and my business priorities.I want people – especially our spa clients – to see my business priorities and expertise. The list shows my history of moving through the spa industry and building my career but, more importantly, it shows our clients they can trust I know what I am talking about.
When clients have an issue they need help with, they often don't know what they need or why they are in pain. As an LMT, you know what presents itself is rarely a surface issue. Put yourself in your client's shoes. They may not know what questions to ask or who has the answers they need. Or they may not even know that some of their habits and patterns might lead to problems now or in the future.
In April 2013, I dislocated my jaw from a piece of candy that got stuck on the left side of my upper and lower teeth. Immediately, I knew I had either fractured or dislocated my jaw from the fireworks that went off in my left ear.
I spent the next three weeks on a 100 percent liquid diet and in complete silence, and my recovery has really been quite a process to say the least. For any of you massage therapists that do TMJ/jaw work, you know this is a very unique area and must be handled with care. I have seen two dentists, two chiropractors and tried unsuccessfully to find a therapist in my area that had some jaw specialty.
It wasn't until a recent trip to Florida to visit my 84-year-old mom that I finally found some real help. An industry friend referred me to an LMT that understood the jaw area and was trained in multiple modalities that might be able to help me with keeping the jaw tracking right and give me some insight to what the future might hold and if it might ever be back to normal.
The two 90-minute sessions were really fantastic, not just from the actual therapy performed, but also because of how much I learned from him. The sessions helped me to really uncover some patterns in myself. This LMT was able to connect the dots in a way that made me feel confident he would not hurt me and believe I could do something to improve the situation. I felt my clenching had done the most damage prior to the dislocation but, until these two sessions, I had no idea so many other structural issues were challenging to my recovery.
I think so many of us hold on to fear and physical and even emotional pain that, until the right therapist, referral, education or dialogue comes along, we tend to stay in a bit of paralysis. I almost don't like admitting it, being in the spa/wellness/massage industry, but even I was hesitant and a bit fearful going into the session with the LMT in Florida. I heard so many different opinions over the last seven months and I was confused myself as to the proper treatment that I was really unsure about a good outcome. I think I was able to trust this therapist based on the referral, his credentials, the terminology he used, the way he explained things to me about me, and his professional touch and ability to sense my pain and know my areas of concern by touch.
In our profession, we need to communicate with clients and build their trust. It is a tough field to find the right balance between relaxation/pampering and therapeutic work and a realistic guest expectation and outcome. To truly achieve results, it is imperative you clearly define who you are so the client can trust who you are. Share your bio, your mission, vision, education and specialization so a client in need can find you and put their fears at bay as you work together to reach a positive outcome. And then take it from you to them, ask the right questions, find out their goals and what might be holding them back from reaching them. I find a good communicator can almost do anything they put their mind too and this may take some practice or just asking everyone the same three to ten questions and starting to understand what the answers mean to them.
Most of us walking around in our 40s and up have some "things" going on that a therapist can really access and help us with remedies to achieve pain reduction, alignment and slow deterioration and help us realize poor patterns we almost don't even know we have. I am not suggesting that anyone go beyond the scope of massage, but even I am guilty of having body patterns that contributed to my jaw dislocation. I needed someone to point this out to me. My problem didn't stem from a piece of candy. It was some clenching and a left foot problem and a few other things I am aware of now and am working on to make sure my body stays as balanced as I can allow.
The experience has reinforced for me how we as massage therapists have a duty to give feedback and to help clients with their concerns. Communication is paramount. Asking the client their concerns and overall goals for any session is critical in a positive outcome.
Does your client know who you are and what you specialize in? How, when and where are you telling them? Do you walk your talk? Do you give homework? Do you know the goal of each of your clients? Can you help inform them about their body? I was lucky to find a therapist I was able to trust by his reputation, referrals and his credentials and his hands-on presence. I have learned so much about me from a jaw problem. I feel blessed, after my liquid diet, that I can chew and speak and now have a plan that addresses so much more than my jaw. I almost feel it is a gift to chew slowly and take my time at my meals, silly to think a dislocation of my jaw could provide some much good feedback of ways I need to improve. Our massage industry can help clients with wellness and prevention and slowing or turning around some ailments. I know I want to help, don't you?
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.
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.