Enthusiastic new clients may be coming through your door at the start of the New Year for a massage. Maybe they received a gift card for your spa or massage practice from a friend or family member during the holidays. Or inspired to boost their health and wellness, they booked an appointment. For some, the experience will be a first, and so despite their enthusiasm; they may be apprehensive about their first massage.
That is why it’s important from the start to set client expectations to put first-time clients at ease. Some may be uncomfortable, since the massage involves removing clothing. Others may wonder if they are required to participate in some way. The best way to set client expectations is to put yourself in a new client’s shoes to make sure the first experience is positive.
Be welcoming
From the minute a new client walks through the door, set client service expectations that you are a warm, welcoming place of health and healing with each client’s needs your priority. You do in the following ways:
- If you have a reception area, ensure someone always is there to greet clients.
- No matter what your mood is smile, and make eye contact with the client. Eye contact invites clients into your establishment and puts them at ease.
- Give new clients a tour of the facilities, including changing rooms, bathrooms, etc. It will help them feel more at home.
Connect with new clients:
During the intake conversation, you can set client expectations for a positive experience and put a nervous client at ease by explaining exactly how the session will go will encourage a client to share their concerns or unease about disrobing and clarify what you expect of them during the session. The conversation should include what, if any, parts of their body they prefer you do not touch and others that they want you to focus on.
First time clients also may wonder how much they should communicate during the session if something you are doing is painful or uncomfortable or if they should assist you in any way in terms of moving or lifting parts of their body. Set client expectations and do not wait for them to raise these issues; address them during the intake session. You even might want to talk about tipping practices, if you expect a tip and clients do not know the accepted industry practice.
While you are talking with your new client, establish your expertise in dealing with their needs, whether relief from chronic pain, a pulled muscle, sore joint or help with feeling stressed or anxious. Your expertise will be evident during the treatment, but the questions you ask and the answers you give will assure clients that they are in competent hands.
Other ways to make a client at ease
Addressing concerns and answering questions about the treatment is the first step to putting a new client at ease. But there are other things you can do to create a relaxing environment and set client service expectations for a highly professional experience,
Make sure the room is ready: When a new client comes into the treatment room, they want to be confident that the room is clean and sanitized. Make sure your massage table and chair are clean and that the sheets are fresh.
Create a relaxing environment: Besides making sure rooms are clean, look critically at the treatment room to ensure it sets the right client service expectations for professionalism. Are the room decorations too busy to detract from the treatment experience? Is the lighting comforting or too bright? Are the linens soft?
If you include an aromatherapy fragrance, do not assume your choice will suit a client. They may be allergic to certain scents, or a scent may be associated with a bad experience they had. Ask ahead what fragrance is preferable.
Music matters: Find out if your clients like music and what type. Have a selection of music to play and make sure it complements your work. The music should be in the background and not so loud or intrusive that your client thinks more about the music than the massage treatment. Also avoid music with a distinct tune or sing-along type lyrics since they can interfere with a client’s ability to relax.
Have your license ready: Clients may not ask to see your license but have it ready if they do or have it on the wall where they can see it.
Encourage talking: Suggest clients keep talking throughout the message, if they choose, and to ask questions. If you are doing something that is uncomfortable or painful, they need to let you know.
Continue your interest after the session
A positive first-time massage therapy experience does not end when the session is over. Convey your concern for the client’s well-being by suggesting follow-up sessions and what they can do at home in between appointments. Being proactive about the next steps affirms client service expectations that you have their best interests at heart and the session is more than a business transaction.
Put yourself in a client’s shoes. Be ahead of the game in making them feel at ease and at home in your spa or massage practice. They will quickly get over any anxiety they have.