How to Deliver Exceptional Customer Service to your Massage Therapy Clients

So you’re a Massage Therapist, you get great feedback, 5 star google reviews and you love what you do. But do your customer service skills align with your bodywork? Do your clients compliment you on your manner, your energy or your friendly approach? Maybe you have just qualified and need some guidance on how to ensure a flawless customer service journey? Well this may be the article you need to read today!

I’ve managed teams of Beauty Therapists and Receptionists and worked in customer service based roles in some of the most prestigious clinics in London, I have always said you cannot teach customer service as it comes naturally. Some people are just approachable and friendly beings whereas others may come across as closed and withdrawn. However, I do think for those of us who may struggle with customer service there is hope! And I would love to share with you all my top tips and tricks on how to win over your clients with your charm and professionalism.

Body language

Body language is hugely important when treating clients, first impressions count and trust is built immediately when meeting your client for the first time. Always stand when meeting your client, keep your arms uncrossed as this is a sign of being closed and unapproachable, never have hands in pockets and always greet your client with a smile. Now for some of you it will seem like I’m teaching you to suck eggs, however you will be surprised how so many great practitioners haven’t quite nailed this yet.

The hand shake

Call me old fashioned but I love a good strong hand shake, I greet everyone I meet in the professional world with a handshake, this small gesture is a symbol of confidence and politeness, I even use my other hand to cup their hand to give the ultimate welcome, this handshake will cement trust with your client form the get go, they will be impressed by your professionalism and be reassured they are in good hands…literally!

The power of your smile

Let’s face it, nobody wants to be massaged by a miserable Therapist, yes we all have bad days but your smile should be automatic and genuine. The smile is a language in itself, used by every human on the planet, no matter where you come from or what language you speak, the smile is universal and it radiates happiness and positive energy. Even if English isn’t your first language your smile will speak volumes to your client in regards to your personality and how you treat people. So make sure you have open, approachable body language, greet with a strong handshake and use that beautiful smile of yours!

Address your client by name

This one is a big one, everyone has a name so please use it. Depending on your environment and what’s appropriate you could use their first or surname to address your client. For example, when I worked in a five-star hotel we addressed our clients by their title and surname. Remembering your clients name will signify a rapport with them and they will instantly feel like royalty in your treatment space, after all we have treatments to feel better than when we came in and customer service accounts for a huge percentage of the overall client experience.

Guide your client

Your client may be new to your practice, new to massage or a little bit nervous to have a treatment. They may not know what to do, how to undress and how to lay on the bed. We want to take the anxiety away from getting undressed, so here’s what to do. Take your client to the treatment room, never let them walk there alone as this can come across as lazy and negligent, tell them what to take off, where to put their clothes and how to lay on the bed. Let them know how to cover themselves with the towel and tell them you will leave them for a few minutes before returning to the room. Now some of your clients may have taken in 0% of what you have said so you return to the room to find them lying the wrong way and on top of the towel! We’ve all been there! Its your job to ensure they know what they’re doing and they feel comfortable. Also it’s a good idea to let them know where the loo is and ask them if they want to use it prior to their massage, there’s nothing worse than needing the toilet during a 1-hour full body massage!

The power of touch

Now as Massage Practitioners we all know the power and importance of touch, but I don’t mean your Effleurage and Petrissage, I’m talking the gentle tap on the shoulder to ask if they are warm enough, the palm of your hand on their arm to ask if the pressure is ok or the gentle pressing over the towel to allow them to sink into a blissful state of relaxation. All of these gestures say, you are safe, you are cared for, I hear you and I see you. Your client will remember how you made them feel over everything else.

Remember your client

Remembering small details about your client will go a long way, take note of what they say in conversations and the things they tell you about their lives, this could be remembering the name of their daughter, where they went on holiday last week or that funny tinder date they had! Its so impressive when you remember these details as your client wont expect it and it will confirm you are a Therapist who listens and respects their conversation. This will then allow them to open up more and feel they are in a safe space where they can talk freely. We live in a world where people talk more then they listen so do your bit and be that person who makes your client feel special. After all, some clients become friends or we become someone they can offload onto after a bad day at work without judgement.

Aftercare advice

So you’ve nailed the meet and greet, guided your client to the treatment room and you have just finished performing a blissful massage, your client feels amazing but what do you do now? Unless your client has regular massages with an experienced practitioner, they may not know what they should be doing post treatment. Tell your client to drink plenty or water, avoid caffeine, avoid strenuous exercise and to try and relax. Give them feedback on what you have diagnosed in their treatment, where their tension lies, what stretches they can do at home and how often to return for their massage sessions. Even better write this advice down on a business card/leaflet or have aftercare advice cards pre made to give to them, never let your client leave empty handed unless they are a regular client, this also includes offering your client a much needed post massage glass of water.

And always remember to re book you client!

Customer Service Marketing

Now we are all living busy lives, we have full diary’s, whether it be with our children, social plans, work or anything else, we are using productivity manuals more than ever, to do lists and some of the more tech minded are even using spreadsheets to plan their lives! So how do ensure your client remembers their appointment? The best and most efficient way is via txt message, we are all on our phones for huge chunks of the day and are more likely to check our txt messages than our emails. Make sure you have a txt messaging and email reminder system set up on your booking software, some clients will prefer emails and you can add this question to your consultation form to decipher how they wish to be contacted. Send a reminder a week before their treatment and again 24/48 hours before to align with your cancellation policy.

So there you have it, this all may come to you naturally or there may be a few things you can learn from this article and take action on when you are next in your treatment room. I am super passionate about customer service and I feel so many organisations lack simple gestures and practices which only take a few seconds, are free, and will increase your business financials significantly.

Your exceptional customer service will set you apart from other business’s, it will be the reason your clients return to you and not the competitor down the road, you will be able to build strong relationships with your clients and ensure they come back to you time and time again.

We can also carry all of these things into our everyday lives too! Let’s improve our relationships, become better versions of ourselves and radiate positivity all with the power of our energies, we are all capable and we all deserve to be treated with respect and kindness.

Thank you for reading, love and light. x

About the Author

Phillipa Spivey, founder of Phillipa Spivey Therapies, is a Beauty and Massage Therapist with 19 years’ experience in the industry. With a passion for mental health in the workplace and taking care of people she started a small business offering Seated Acupressure Massage in corporate environments to combat Anxiety and Depression symptoms at work. Phillipa has extensive experience in Salons, Spas, Hotels and Aesthetic Clinics in London. Her goal since the very beginning has always been to spread love and light and to simply make people feel better physically and mentally.