This entry is a reprint of an email I got just after writing the last two entries about good customer service. Such timing.

I have it in it’s entirety because there are a lot of good points made. I spent the whole article vigorously nodding my head and muttering, “yeah” at appropriate intervals.

““A Quick Way to Win New Customers - And an even faster way to lose them part II”” continues »

Dealing with clients who misunderstand an offer or policy takes preparation and practice. A normal first reaction is to bite the bullet, making it clear you’re not happy about it, or to flat out tell the client, “No,” and then deal with the fallout.

Either way you feel crummy and walk around in a general malaise of badness for a few days. It’s normal but we can do better.

Preparation. The first and most important thing is to believe that your clients are good people. I’m not kidding. You need to keep that thought at the forefront whenever you deal with a client difficulty.

“Happy Comebacks: When your clients throw a curveball” continues »

Twenty five years ago there was really only one well-known massage studio in town. They had about eight regular MTs and a long list of Rules.

That list was the angriest looking piece of paper I had ever seen. It had all the things this studio was not and did not do. Of course they had the obvious policies about sex (not here), payment and cancellations. This list was typed and went on thoroughly for about 20 items. Fine. A little strident, but fine. it’s good to be clear.

“More Flies with Honey: Venting about clients equals baaaaad juju” continues »

Time again for the month’s round up of random things that have been sent or crossed my path. Remember, if you find anything worthwhile send it in so we can share.

Websites (sent in and discovered):

Natural-Life.ca is a Canadian directory of organic grocers, organic farms, natural health practitioners and organic restaurants near Toronto, Montreal and Vancouver. They have this blog (updated weekly) which features natural health articles from around the world. I spent a couple hours reading through it last week. Take a look.

“August’s Bits & Pieces: Websites, blogs and random thoughts” continues »

When last we chatted, I was telling you about one of our regulars, Fran, who has the opportunity to take over directing the spa portion of a doctor’s practice. She wanted to know what to look out for and prepare for that was beyond the obvious.

Any input you care to give on that is welcome.

This time I want to talk about ways to “speak” to the spa’s existing and potential clientele.

When you go in and take over the supervision of an existing business, the first thing you must do is find out

“A Spa Grows in Brooklyn: thoughts on taking over a business (pt II)” continues »

A few days ago, I heard from a regular commenter and question-asker, Fran D. She has this great opportunity and wanted a little feedback from you … and me. When last we heard from Fran, she was thinking about leaving a clinic where she shared a room with 3 other therapists and moving out on her own. Here’s what’s going on now:

Something new has developed. I was offered an opportunity to take over a small spa connected to a doctor’s office. It contains two treatment rooms, dry sauna, use of exercise area, staff room, 1 full bathroom, common waiting, 4 therapists and 3 aestheticians on call, access to 5,000 patient data base.

“A Spa Grows in Brooklyn: thoughts on taking over a business (pt I)” continues »

Last entry I went through some questions Sandra sent in on dealing with her contractor’s budget cuts. While she and I were chatting, Sandra got on a roll about how the profession of massage therapy is perceived.

Some things you should know about Sandra first. Her job is giving chair massage. She has found her heart’s home working with the frail, elderly and seriously ill. She volunteers once a week at a hospital, massaging terminally ill patients, does qi gong monthly with seniors at a local church and next week will be working at a camp for kids with HIV/AIDS. She is also a woman blessed with a wealth of years. (She told me her age but I’m not sure I’m allowed to share it. I will say that if I am earning a living doing physically demanding work [like massage] when I reach her age no one will be more surprised than I.)

“Sandra Stands Up: Some thoughts on donating time” continues »

Heads up, this entry is in two parts. But they both relate to each other so it’s okay.

A little more than a week ago I got a good question on the Ask Eileen page:

Hello Eileen,
I have worked with a senior group for the past 6 months at a reasonable rate doing chair massage 5 days out of the month. I am now being offered a 1 year contract but have been asked to reduce my fee as their budget is tight. They feel that since they are guaranteeing me work for a full year, I should accept a reduction in fee.

“Dealing with Contractor’s Budget Cuts” continues »

Okay, I’ve been putting this off for a while, thinking I’d get over it, but I need some coaching here. How can I tell a massage therapist that a lot of her presentation and delivery were really off-putting?

Normally if I go to a favorite restaurant, for example, and the service or food isn’t up to their usual standard, I’ll say something. As nicely and as quietly as I can, of course. I’m not angry, I just think they should know. If no one tells them, how would they be able to fix the issue before it becomes a problem? This is something I’m comfortable doing. Usually.

WHY can’t I talk to a massage therapist this way?

“Please Tell Me: how do I tell a therapist there’s a problem?” continues »

Here’s a couple things I collected this month. It’s pretty light. We’ve been getting our winter flyer together and taking turns going on vacation.

Websites:

Fran is a regular commenter on this blog and she has an insanely beautiful website. You need to take a look. FusionTherapySpa.com

Alternative Growth Streams, Inc. is fairly recent company founded by Randi Drinkwater (”Drinkwater” is such a cool name). Randi is a business and marketing smartypants who came to alternative therapies as so many do; she had a health challenge that usual Western medicine couldn’t provide a solution to. She has gathered a lot of other business smartypantses to help develop the site and products. I haven’t seen samples of the newsletters yet, but It looks like they walk you through things like marketing your blog and how to do the most effective mailings you can. This is not your usual massage marketing site. It’s rather left brained and without a whiff of essential oils. Has anyone used them? Report!

“July’s Bits & Pieces: Websites, blogs and random thoughts” continues »