Category Archives: Client Experience

Flexibility is the Best Policy

I recently updated my cancellation policy. Since then, I’ve been struggling with being fair to clients while being compensated for income I was counting on. I’ve come to the conclusion that policies are for weeding out clients who don’t value … Continue reading

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Follow Up and Feedback

In my massage training, we were taught to call clients the day after their massage to see how they were feeling. Being one to do as I’m taught (until I know better), that’s exactly what I did when I started … Continue reading

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Details Make the Difference

Providing an exceptional client experience doesn’t take a lot of extra time or money, but it does make the likelihood of repeat business and referrals go up. With so many places to get a massage now (many that are extremely … Continue reading

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Favorite First Year Posts

My blog turned a year old this week. Thanks to everyone who has read, commented and shared my adventure! As I look back over my first twenty-nine posts, I have some updates, insights, confessions and reflections for you. By sharing … Continue reading

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5 Benefits to Online Scheduling

I’ve often said that the growth of the massage profession is due to the invention of the answering machine. Until then, therapists either needed someone answering the phone to book appointments for them while they were with clients, or had … Continue reading

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The End May Be a Beginning

The first session with a new client has gone well! They’ve opened the door so now it’s time to assess their satisfaction, accept payment and find out how they’d like to proceed. Always offer water since clients often get thirsty … Continue reading

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Granting Clients’ Wishes

The first session with a new client is going great! You’ve spent more time on their back than intended (they requested more time on their low back when you asked) and now the comprehensive full body massage you had planned … Continue reading

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