Practice Listening Skills to Encourage Client Loyalty
People aren't listened to enough in this world, and sometimes by simply
hearing what your client needs to say, you will find you have a more
satisfied, loyal and regular client.
Elicit clients' feedback before, during and after their massage.
Ask them what they would like in a session, then make sure you address
their specific complaints. Focus on the places they feel tension even
if you have to give short shrift to the feet, back or some other area
you generally focus on. If a client asks you to avoid an area, make
sure you do that as well.
Be sensitive to their needs.
If a client comes in asking for soothing
touch after a stressful day, don't dig into their shoulders unless
you ask them first. And if clients don't want to say much beyond, "I'm
worn out!" take
the cue and let them enjoy relaxing without much chatter. Be sure
to keep your own problems out of the session, and give your entire
attention to your client.
During the massage, make sure you're listening to your clients'
feedback and non-verbal cues.
This may simply mean decreasing your pressure, or could mean referring
to another health care professional if another treatment would better
address their concerns. Even if you are certain your client needs
a particular type of massage, if they flinch or become restless,
they are not ready to receive it. By responding to their needs in
the moment, you ensure they will come back, at which time they may
be better able to receive more.
Be sure to listen to your regular clients as well as to new ones.
Their needs will change from time to time. Let them talk, and don't
interrupt them. When they are telling you something, wait a moment
or two after they stop talking to make your reply. Then repeat back
some of what they said to demonstrate that you are listening well.
After the massage, find out if the session met their needs.
If you
like, you can hand them a short written survey to fill out in your
office or take home with them to mail back to you at their convenience.
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