Satisfaction Guaranteed!

We talked briefly about our Feeling Free Guarantee on last week's Tweet Chat, but I felt the need to go into a little more detail about what it is and why we offer it.

Last week's Tweet Chat was about introducing new clients to massage therapy. I think a lot of that introduction is about overcoming fears. And not the fear of being naked, or being touched, like we probably assume. But the fear of wasting money and time. They're thinking "Is this $40, $60, $100 WORTH it?" And they often choose to spend that same money on things they are more familiar with rather than trying something new, like massage.

So what this guarantee of service does is bulldoze this roadblock. Because now they know if at the end of the treatment, if they truly think it was a waste of their time, at least they aren't out any money! A reasonable person would assume that massage certainly wouldn't make them WORSE than what they feel coming in to an appointment so the most they have to lose is the money. With a firm guarantee in place, what do they have to lose? Why not give it a TRY. And that is the magical word. TRY massage. If you don't like it or it doesn't work for you, no biggie. What do they have to lose?

Our Feeling Free Guarantee is also a proactive measure in quality assurance. Our therapists understand that if a client is unhappy we do not collect payment and they do not get paid. So they give their best massage every time which improves their returns and referrals.


Another hidden benefit of the guarantee is it liberates the consumer to speak up when there is a real problem. Without a guarantee, clients may begrudgingly pay for services they did not like, quietly vow to never come back, and tell all of their friends how bad it was ... but they don't tell you-the business owner. And because you don't know, nothing changes and more and more unhappy clients walk out of the door. Gone forever.



In the rare event that a client actually redeems the guarantee and wishes to waive the service charges, the unhappy party must clearly define what went wrong. FEEDBACK! Glorious feedback! This information should be used to educate staff so that the problem does not spread. Expose weaknesses so that you can highlight strengths. And remind staff that they should not take complaints personally. Thick skin now makes thick wallets later.

Quick Tips For Sanitation

Obviously, personal hygiene is paramount for Massage Therapists. You make sure your hands are clean, nails are trim, breath is free from offensive aromas like cigarette smoke and onions. But what about your treatment room? How clean is it really? Take an honest inventory of your company's sanitation practices and see if there is any room for improvement. The following suggestions don't take much time to add to your regular routine and they may even make life a little easier!

Quick Tip #1: Draping the Blanket

Everyone knows the sheets must be laundered in between clients, but what about the blanket you use on top of your sheet set? If you aren't careful, oil, sweat, and germs can accumulate on these covers and then be transferred from client to client. Here at the Marble Falls Massage Therapy Center, we encourage therapists to fold the sheets as follows to prevent cross-contamination:

When preparing the table, the head of the top sheet is folded over the blanket to protect the blanket from oil during neck and back work.

As we drape the arms and legs for treatment, we grab the top sheet and fold it over the blanket to create a clean workspace using the underside of the top sheet.

These draping techniques keep oil away from the blanket so that it can be reused for the rest of the day. Then we toss everything in the laundry bin at the end of the day.

Quick Tip #2: Towels for entry and exit
Use a clean wash cloth or paper towel to turn door handles in and out of the treatment room. No more oily door knobs! No more cross-contamination!

Quick Tip #3: Clean Your Oil Dispenser
Most of us were trained that we should never double dip out of a large container. For smaller bottles, wash/disinfect the outside of your oil container in between clients, especially the pumps.

Quick Tip #4: Think Like The Client
Walk through the client experience. What do they touch? Where do they sit when they are getting dressed? What do they see? To quickly and easily sanitize these areas, I like Lysol wipes. Any spray disinfectant should do the job. I just prefer the clean scent of Lysol and handiness of a wipes container under the foot of the massage table. It only takes about a minute to wipe down these surfaces.

Quick Tip #5: Don't Hide It!
Be proud of your commitment to your clients health and wellness! Keep a cleaning schedule posted on the back of the bathroom door for everyone to see and inspect.

Most clients will never know all of the hard work that goes into cleaning your office when they're not there. But cleanliness shouldn't be about what's easiest. It should be about what will create the cleanest, safest space for optimum relaxation. By making sanitation a priority you can set yourself apart from your peers, gain respect from the medical community, and improve the client experience.

Share your sanitation tips in the comment section.

Life is Like a Spinning Toddler

This post doesn't have much to do with business, more life itself. I am currently sitting in my IKEA poang rocking chair, next to a Christmas tree, watching my 14 month old spin in circles and giggle with utter amusement. He spins and he spins until he crashes to the floor. His laughter captures a sense of pride in his dance. He has been working hard to master this skill. When he becomes too dizzy to continue he sits up and wobbles a bit. As his focus comes back, his eyes meet mine and he wears a huge grin and tries to get his steadiness back.

I suppose there are some similarities there- my son's semi-wild spinning for his own entertainment and the day-to-day operations of our Massage Therapy Center. Both are all-consuming, requiring much focus and energy. Sometimes chaotic, the Center like the spinning toddler, can be overwhelming at times. There are marketing deadlines to meet, therapist schedules to fill, goals to reach. Mid-way through a turn, or change in direction, we may feel lost or disoriented but only for a moment before we regain control. We are both encouraged by positive reactions to our work (yes, I believe Corbin is a professional twirler at this point). But at the end of day, we don't do it for the praise. We spin because it makes us happy.

And nothing makes me happier than a smiling baby following in mama's footsteps. Literally, big shoes.

Remodel Stage: Complete

Our remodel is complete! Yesterday, all three of our therapists were working at the same time! For two months we have been sharing one treatment room, but yesterday for the very first time, we were able to work in our own private treatment rooms.

The best part is the rooms are pretty soundproof! We put plenty of insulation in the new walls, but I was still concerned about the preexisting shared wall. But all is well! The front room needs some weatherproofing around the door to plug up the space under the door which let's in some sound. I don't want anything distracting my clients from their relaxation.

Video tour coming soon! I must get a haircut before my camera debut.

Holiday Gift Card Pouches

Here is my tutorial for the gift card pouches I am making!

First, find cute wrapping paper.

Check.

Second, find a template. I am using the brown paper gift card envelopes we normally use. I got these off eBay.

Third, open up the template.

Next, trace the template on the back of the wrapping paper.

Then, cut it out and use your template to fold.

Tape the flaps together and call it done!

I think I will get some tiny little bows today to add a little sparkle. Much thanks to the Pinterest pinner who posted something similar this week. I forgot to repin it and I can't find the link now. But credit where credit is due. This is not an original idea. Just passing it along.

The Perks of Flexible Scheduling

Being self-employed is risky business. Whether you win big, lose big, or just make ends meet is entirely up to you. Some people become their own boss because the idea of setting your own schedule is pretty enticing. I have to admit that perk has come in handy a lot this week.

My handy-dandy man....dy is also self employed. Two days ago our son's daycare called and said he was running a fever, which is not unusual for a 14 month old. He puts EVERYTHING in his mouth. He's going to get sick.

Yesterday, it worked out that I could take care of him in the morning and my boyfriend could do the afternoon shift. We each got to work when we needed to and we each played Clean Up, Aisle 7 at home. Same goes for today. I am working this morning and he is working whenever it stops raining. Our little one is staying home again. He isn't really contagious/sick but he's a bit too gross to subject his teacher to his mucus waterfalls. (TMI?)

Now I know it won't always work out this way. But I am very thankful that it has this week. When I was his age both my Mom and Dad were active-duty Army. It is only now, after having my own munchkin, that I fully realize their sacrifices and the sacrifices of all military families. They would have loved to draw a line through their calendar and say "Nope. Sorry. Kid has a runny nose. Think I'll sit this training exercise out." It just doesn't work that way with other careers.

Having been self-employed since I was 16 and selling Avon to friends and family, I have a hard time relating to other people's work life. I know what I do and how I go about doing it is different, very different. And I know I shouldn't take one minute of it for granted. I hope you won't either.

Renovation Continues

Progress continues as we are now mudding the screws and seams of the drywall so that the finished walls are smooth. A few more coats of mud, some light sanding and then we can prime and paint!

We are watching Design Seeds very closely in our hunt for color inspiration. If you haven't checked out their website yet pop on over, but only when you have lots of free time!