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3 Steps to Maximise The Benefits of Your Massage Client Consultations

Establishing customer loyalty for your massage therapy enterprise necessitates taking a comprehensive approach that goes beyond merely delivering massage treatments. Successful massage therapists must be skilled at identifying and resolving clients' muscular problems by providing a bespoke treatment tailored to their unique needs. The foundation of providing such personalised massages is the consultation process.

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By asking the appropriate questions, you can comprehend your client's expectations and requirements for the treatment, and also ensure that you are legally protected by addressing any risks or contraindications. To guarantee that your customer consultations remain productive and effective each time, adhere to these three steps.

1 - Put your clients at ease

For a first-time client, your initial consultation plays a vital role in establishing comfort and understanding of the process. As a therapist, it's important to recognise that while receiving a massage might be a routine for us, for clients, the experience can be quite unfamiliar. The prospect of entering a room, disrobing to a certain extent, and lying on a massage table can feel anything but ordinary. Guiding your clients through the process and providing clear instructions can significantly alleviate any apprehensions they might have. It's worth noting that cultural norms and preferences vary across regions – in some contexts, massage therapists work with clients unclothed, while in others, certain levels of clothing might be maintained. Newcomers to the world of massage could be entirely unsure of what's expected from them, making your guidance invaluable.

By taking the initiative to explain the procedure and assuring clients of your approach to draping and other professional techniques to ensure their modesty, you're fostering a sense of trust and security. This assurance not only informs them about what to expect but also empowers them to feel less vulnerable when on the massage table. Your role as a therapist goes beyond just the physical aspects; it's about creating an environment where clients feel respected, understood, and at ease throughout the experience. As you start your consultation, explain why you'll be asking about their health and lifestyle. This sets the tone for your treatments and gets them excited about the benefits. Position yourself as a health and well-being partner, rather than just for occasional pampering. Regular clients, who truly feel the advantages of massage therapy, are the backbone of our practice.

Remember, this consultation is a collaborative step towards better well-being. Your skills offer more than a fleeting indulgence – they pave the way for lasting positive changes.

2 - Ask the appropriate questions

Effective questioning during your massage therapy consultations is paramount, particularly when meeting a client for the first time. It's crucial to gain insight into their background and motivations for seeking your services.

Be sure to inquire about:

  • Any specific areas of discomfort, aches, or pains they're experiencing.

  • Existing medical conditions or health concerns.

  • Any ongoing medications they might be taking.

  • Their current emotional state and overall well-being.

  • Their dietary and lifestyle habits in general.

Additionally, ask about their occupation to understand whether they have a sedentary or active work routine, such as spending prolonged periods at a desk or on their feet.

Maintain a record of noteworthy information they share, like upcoming events such as anniversaries or birthdays. Incorporate these details into your notes, allowing you to follow up with genuine care and attention. Sending a personalised follow-up email that references these specifics is a reliable way to distinguish yourself from other therapists and nurture a strong client preference for your services.

3 - Manage and communicate clear expectations

To maximize the value you provide to your clients, it's essential to comprehend their expectations. Despite the progress in perception, many still view massage therapy as a luxurious indulgence rather than a holistic health practice. Engage your clients by asking about their treatment objectives. Whether they're anticipating remarkable outcomes or not, it's wise to align their expectations with a gentle explanation – "While I can't resolve long-standing issues in a single session, I'm confident I can alleviate some tension, perhaps across your shoulders." This approach not only generates a chuckle but also outlines your session goals.

Incorporate a discussion about the potential effects after one, two, or three sessions. Broaching this early makes rebooking smoother when they're relaxed at the session's end. Offer quick aftercare suggestions during the consultation, and mention that you'll share more after the session, showing your attentiveness and personalising their care. This strategy also provides a valid reason to reconnect for follow-up and rebooking discussions if not decided during the consultation.

For new clients, allocate additional time in your schedule for the consultation. This exemplifies your commitment to a comprehensive and professional approach, leaving a lasting impression of your dedication to going beyond expectations in your massage treatments.


If you want to level up your game and exceed your client's expectations even further, check out more of what we had to say on this episode of The Check-in Podcast.


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