Build Your Request Rate and Stop Sabotaging Yourself
Room 14: You Are Your Marketing in Massage Therapy Regardless of Where You Work
What if I told you the most basic annoyances can hinder your success in retaining repeat clients? What aspects do your clients scrutinize during your session? And what steps can you take to increase your request rate starting now?
A seasoned therapist, let’s call her Monica, once approached with a concern I’m a great massage therapist, I know what I’m capable of after ten years in the business yet I have a depressingly low request rate.
She then asked what am I doing wrong?
Over the years I’ve been approached by several Monicas seeking insights into their situation.
Here is the wisdom I share:
It takes time to master advanced techniques
Communication
After a while, we go into autopilot rushing the intake process and skipping over details that require deeper inquiries. However, conveying to your client that their safety matters and expressing genuine interest in understanding their specific needs can significantly enhance their experience.
Expectations
Understanding what your client needs from their massage session is essential. Avoid assumptions by asking questions such as whether they seek relaxation or therapeutic work, areas to focus on, and what to skip. The last thing you want is to showcase every technique in your repertoire when the client simply wants a Swedish Relaxation massage.
Comfort and Safety
It’s an honor to have someone trust you with their bodywork so creating a a safe and comfortable environment for them is important. Be proactive and take the steps necessary for them to feel at ease on your massage table. Adjust the face rest, bolster, and table warmer temperature to maximize their comfort.
Help guide each client, especially those new to massage, on what their options are concerning standards and norms, but give them plenty of space to ease into the massage world. Additionally, you can guide a new client through initial breathing exercises and calming aromatherapy of their choosing. Last but not least, ask them directly if they have any questions or concerns and invite them to communicate during the massage if more or less pressure is needed.
Individualized Plan
Avoid the trap of providing the same generic massage to all of your clients. Be sure to tailor each session based on assessments before and during massage, personal preferences, and that day’s needs.
Assessment
Continually assess any areas of tension and address them effectively. YOu can point out to a client that there are multiple adhesions in the lower back for example and ask if they prefer you move on to the rest of the body as requested or spend additional time on this new find.
Don’t diagnose
This is a gentle reminder to stay within your scope of practice and avoid diagnosing suspected medical conditions. Yes, as bodyworkers, we have an up close and personal view of skin conditions, and with time, we can feel arthritis, gout, or a variety of itises.
Planning
After listening carefully to your clients’ requests you can take a few moments to plan what techniques would benefit your client the most. But be careful to implement based on their preferences and not your agenda.
Implement
If the client requests a focus area, for example, neck and shoulder work, address this area promptly and avoid last-minute rushing or oversights. As a client in pain, waiting additional time for a therapist to address an area can cause frustration or anxiety. If you are planning on delaying work on a specific area explain this to the client but respect their request if they prefer you to start there.
Evaluate
The next time you see your client seek feedback to gauge the effectiveness of previous work and when necessary adjust accordingly. Encourage your clients to express any benefits experienced or any lingering pain. With consistency, your client will understand the entire process of improvement based on the evaluation.
Recommendations
After each session include your recommendation such as hydration or specific stretches to prolong the benefits of the massage. Also, advise your client on when to return.
Appearance and Odors
Maintain good personal hygiene and avoid unpleasant odors that may linger during your session. Consider planning ahead if you smoke or sweat heavily during your shift.
Professionalism and Demeanor
Ensure that you present yourself professionally and maintain a positive demeanor even during challenging days. We’ve all experienced off days but that should not come across during someone’s therapeutic session.
Most people seeking massage are trying to escape routines, rudeness, loud noises, or bad customer service so try your best to clear your mind before you enter the room.
Final Thoughts
Remember, building a successful massage therapy practice requires continuous learning, adaptation, and self-reflection. Stay attuned to your client’s needs and strive to create a welcoming environment that fosters trust and relaxation. By prioritizing client satisfaction and addressing potential concerns, you can elevate your practice and increase your request rate over time.
Love Always,
Maria Gershman, LMT, LVN, MTI 🌹