supporting you in your massage career – every step of the way
Client Handling & Customer Service Skills
What is "client handling"?
"Client handling" is a term to describe all your interactions with your
clients that aren't the hands-on massage session itself. They are mostly
face to face during an appointment with a client, but also could be on the
telephone, by email or other indirect contact.
Do you:
- Assume that your clients know what to expect from their
massage session? - they've had massage before after all... - Rely on your hands-on massage skills to make your business a success?
- Make do with whatever is provided in the massage room you rent? - it's not
ideal, but the clients don't complain ....
If so, then it's time to review your Client Handling and Customer Service Skills
Client handling skills help you build your practice faster
Exemplary customer service is an attitude - we can't pretend to care, we genuinely have to care.
Clients will then feel listened to, respected, cared for and, above all, valued. A client who feels
valued becomes a regular client. Great client care is one of the easiest and cheapest of ways to
set yourself apart from other therapists and build a devoted following of loyal clients. You have
worked hard to get new clients - it makes no sense whatsoever not to work equally hard to keep
them. How can you improve your client care?
The key client handling skills are:
Attention to detail: your clients should feel that they are getting 100% of your attention and
interest, and are at the centre of everything you do, from the moment they walk in through the
door, to the second they walk out again. Client handling encompasses a myriad of tiny details
- and done well leads to your client deciding that you are an organised, dedicated professional,
who has their interests and wellbeing at the centre of everything you do. Fantastic customer
service is unobtrusive and unfussy, but makes the client feel that their needs have been anticipated
and effortlessly met; to achieve this you need to be 100% prepared, organised, and meticulous.
Communication skills: good client handling requires excellent communication skills; explaining
what you are doing and why, and letting clients know in advance how the session will proceed will
put clients at their ease, build their confidence and trust in your expertise and abilities, and generally
ensure they have the best possible massage experience.
Individualise your service: one way to make good service great is to treat your clients as the
unique people that they are, and to make sure that you are doing all that you can to tailor your
time with them to their own individual requirements. Making notes of their preferences regarding
things like room temperature, music, oils, areas to be avoided etc will enable you to give them
personalised service which they will truly appreciate and value.
Go the extra mile: always under-promise and over-deliver. A top quality treatment and exemplary
service means that we can confidently charge a premium price. However, for clients to feel they are
getting value for money, and to be happy with regular price increases, we have to put consistent and
constant effort into maintaining standards of excellence. Don't just meet expectations - always strive
to exceed them; surprise and delight clients with extra touches that cost no more than a little time
and effort, but demonstrate your commitment to quality and excellence.
Put things right quickly and gracefully: "A criticism is a gift" (although it seldom feels that way
at the time!). If a session hasn't gone well for some reason, then offer some recompense. You can
always ignore the problem and take the money and run, but that leaves an unhappy, dissatisfied client
who probably won't come back, and will tell all their friends about their experience into the bargain.
If you offer money back, or a discounted or free treatment next time, they will feel that they have been
heard, and their views respected, and you (very probably) will have kept a valuable client. We all get
things wrong from time to time - it's how we deal with it that's important.
That said, there will always be people whom we can never please, regardless of what we do, and also
do bear in mind that good customer service doesn't mean ignoring professional boundaries;
unreasonable and inappropriate behaviour has no part in a healthy therapist-client relationship and
should be addressed accordingly.
Would you like to improve your skills for success?
Book your mentoring session today!