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How do you convey professionalism to your clients?
How do you convey professionalism to your clients, whether it's over the phone, in person, on your voicemail greeting, or on the marketing materials you use?
Post your answers below, and you might be featured in an upcoming issue of Massage & Bodywork magazine!
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Replies to This Discussion
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Permalink Reply by Daniel Cohen on
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Be knowledgable and confident. Relate to your clents.
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Permalink Reply by Michelle Wald on
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The basics of keeping a neat workspace, having an intake form to know the client's history, document your session in some way (I use an Aston Bodymap) and being ready, beginning and ending on time and most of all communicating in a professional manner. So your voice recording for your business more professional but not corporate. Being clear about what you offer and who your clients are, helps you speak to them-marketing materials (have the best you can afford-there are great flier and brochure programs on mac and windows). Avoid slang or "off color" topics when conversing helps you stay neutral. Unfortunately Abram, guys have it a little harder with casual language that could be misunderstood because women are so sensitive and often feel vulnerable and naked on your table. Conveying trust=being trustworthy, neutral, safe. Lastly it looks like you are younger, so dressing more professionally could help people see you as more professional. Consider a "work uniform" that can help clients see you as a professional, like nicer pants (not slacks) and a polo. If you have a logo, you can have it embroidered on your shirt pretty inexpensively. Even a printed T's with your logo can give a more professional appearance.
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Permalink Reply by Therese Schwartz on
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Daniel, I love your answer! If you have those things, none of the rest matters, IMO. I work in Champion mesh shorts, barefoot, in my house which is always undergoing some kind of change or renovation. It's never neat or clutter-free. My massage room is also my office, so there's always something going on there. But, my clients know that I will always give them the best I have at that moment, and that I work hard to solve problems for them. I listen to what they have to say in a way that most of them are unfamiliar with, and I will learn new things to solve issues that I'm unfamiliar with.
Over the phone, I'm always interested in what people are experiencing and will ask quite a few questions about what they have going on and need help with. I encourage people to be honest about where they are - many people are hesitant to really come out with how much pain they are in. I create an environment, both on the phone and in person, that encourages that kind of honesty. I tell clients it's not complaining or whining, it's giving me information!
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Permalink Reply by Kay Warren on
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Giving "good phone" is very important, and often underestimated. Now that people are doing a lot of online searches, they often call before they look at the website, and my "pervy phone call rate" has gone up a little bit. A good voice-mail message can weed out people who are hunting for something you don't provide (sexual services). The second part of "good phone"? Actually returning phone calls! I can't tell you the number of times I've gotten the appointment & kept the client because I was the only one who called back when they asked for more information. When you do return the call, have some time to talk. I'm very clinically oriented, so I ask them for some specifics about the condition they need help with. When they come to me, they have more confidence that I can successfully address their particular needs. I've also sent a couple of people straight to their doctor, one for a rampant kidney infection, the other for suspected appendicitis.
Keeping a clean workspace and dressing properly are also important, and so is your intake..... but others have covered that. If you love what you do, it shows. Add skills & some empathy, and you'll do fine. I'm very fortunate to still do deep tissue, & love it, after nearly 30 years. There have been places I didn't like working, but I've always loved massage. Good luck.
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