SWM Internal Use
Exiting SWM
Learning the Art of Providing the CUSTOMER EXPERIENCE
In addition to providing a great massage here are a few hallmarks that makes Simple Wellness Massage Stand out, and are incorporated by our team at Simple Wellness. We pay attention to the small things, and these are the things that really make a massage therapist stand out. This service path has been proven to work over the years. Learning and incorporating these touch points in to how you operate will not only make you more successful at SWM but wherever you choose to practice massage in the future.
Much of the customer experience revolves around removing uncertainty and creating positivity. Uncertainty can be the cause of anxiety, stress, confusion, all the things that we don’t want in a massage therapy session. The most difficult part of communication is the assumption that it has taken place, we focus on communication and clarifying communication, which helps remove anxiety, remove stress, remove uncertainty and make the experience for the customer better in many aspects.
What Causes uncertainty especially in the massage office setting…
- Customer wondering if they are in right place at the right time and someone is there to greet them.
- Customer is not sure if they “ordered” the correct massage
- How does the customer Communicate complaints clearly to the massage therapist that they will understand?
- Customer wondering, do I have to remove my clothes?
- Uncertainty from customer on how to position themselves on the table
- Customer wondering, should I tip?
- …and many more
The list goes on and on, but I have a pretty good feeling if you work on implementing the pillars of success as we refer to them not only will you find yourself busier as a massage therapist, but you’ll probably enjoy it a lot better, and I would even bet your results will improve.
Creating a Memorable First Impression
GREET CUSTOMERS WHEN THEY WALK IN – (especially NEW Customers)
At Simple Wellness Massage, we strive to create the best possible experience for every customer who walks through our doors. This begins the moment they arrive—especially for first-time clients.
If a client is visiting us for the first time, it is essential to be present in the lobby to greet them upon arrival. This small gesture provides reassurance that they are in the right place and immediately sets a welcoming, professional tone.
Greet them warmly with a genuine smile, a firm handshake, and a friendly introduction using their name.
One of the most beautiful and powerful words in any language is hearing your own name—it creates connection and comfort instantly.
This personal touch helps clients feel acknowledged, valued, and at ease from the very beginning of their visit.
Conducting a Professional Client Intake
At Simple Wellness Massage, the intake process is more than just a formality—it’s the foundation for a successful session and long-term client relationship. Whether completed online or in person, the intake allows us to identify any contraindications, understand the client’s health history, and establish both session goals and potential long-term treatment objectives.
Verbal Intake Overview
If a client has not completed the online intake form, please perform a verbal intake to cover the essentials:
Any recent accidents, injuries, or surgeries
Current pain, tension, or areas of concern
Medical conditions or contraindications to massage
Desired outcomes or goals for the session
Use this time to also assess the client’s broader wellness goals. These insights should be documented in your preferred note-taking system.
⏱ Note on Time Management:
While we aim to provide a full 60 minutes of hands-on massage, time constraints must be respected. New clients may require more intake time, but sessions should still end as scheduled. If necessary, you may extend the session by up to 5 minutes to accommodate intake, but this is not guaranteed. If a client arrives late, their session must still end at the scheduled time to honor the next client’s appointment. Communicating this clearly sets healthy boundaries and demonstrates respect for everyone’s time.
The Professional Interview: Building Trust and Clarity
A well-conducted intake interview positions you as a skilled professional and helps remove uncertainty from the client experience. Use the following process to guide your conversation:
The LIRAAD Method
L – LISTEN
Listen actively and intentionally—as though you will be repeating the client’s words back to them.I – IDENTIFY
Determine what the client is truly seeking from the session. What are they hoping to feel afterward?R – REPEAT
Reflect their request back to them for clarity.
Example:
“So, Mrs. Jones, you mentioned you’d like a deep tissue massage with extra focus on your feet and hands—is that correct? Are those areas sources of pain or do they simply help you relax?”A – ASK
If discomfort is mentioned, follow up:
“When do you notice the most pain or tension? When does it feel best?”A – AGREEMENT
Confirm the plan with the client. You should hear something like:
“Yes, that’s exactly what I’m looking for.”
If not, continue to clarify until both of you are on the same page.D – DELIVER
The most common complaint in massage therapy is:
“I didn’t receive the massage I asked for.”
With about 10–25 minutes left in the session (or at the 10-minute mark before the session ends), check in:
“Are there any areas that need more attention or that we haven’t covered?”
This question ensures that you’re delivering on the agreement and that the client leaves satisfied.
Creating the Therapeutic Bubble
Massage therapy is more than technique—it’s a conversation between two intelligent systems (as bodywork expert Tom Myers says). Creating a “therapeutic bubble” of trust, safety, and attentiveness is essential.
PRESENCE: The Therapist’s Superpower
Your intention, attention, and focus are your greatest tools in the massage room. Be fully present.
Reflect on your own experiences:
Have you ever had a massage from a therapist who wasn’t mentally or emotionally present? What did that feel like?
Clients can feel the difference.
POSITIVITY
Every interaction, every word, and every touch should be delivered with a positive and supportive intention. Your energy shapes the client’s experience.
Communication vs. Conversation: Guiding Clients Into the Therapeutic Zone
Effective communication is more than just conversation—it’s intentional and client-focused. At Simple Wellness Massage, we view communication as a tool to guide clients into their therapeutic zone, where they feel safe, heard, and understood.
Engage Clients With Purpose
Invite your clients to be active participants in their massage experience by checking in with simple, meaningful questions:
“Would you prefer more pressure, less pressure, or about the same?”
“Does this work feel helpful?”
“Would you like me to continue focusing on this area, or should we move on?”
These questions foster trust and help ensure you’re tailoring your work to their specific needs in real time.
Self-Check Before You Speak
Before speaking during a session, ask yourself:
“Am I saying this for my benefit or for my client’s benefit?”
Every word should serve to improve the client’s experience—not to fill silence or satisfy personal curiosity. Intentional, client-centered communication enhances the therapeutic environment and builds rapport.
Educate at Every Stage
Education is a cornerstone of the Simple Wellness Massage experience. Take every opportunity to share your knowledge in a thoughtful, approachable way:
During the intake: Help clients understand what to expect and how their goals inform your treatment plan.
During the session: Gently explain techniques, pressure levels, or observations about muscle tension when appropriate.
At departure: Offer aftercare advice, stretches, or tips for maintaining the benefits of their massage between sessions.
Consistent, thoughtful education empowers clients and deepens their trust in your expertise.
Professional Recommendations for Ongoing Care
As a skilled massage therapist, your role extends beyond providing a one-time treatment—it’s about guiding your clients toward long-term wellness. After establishing yourself as an expert in the field, it is your responsibility to offer professional recommendations regarding the frequency of massage sessions to help your clients achieve the greatest benefits.
While recommendations may vary based on individual needs, consider offering guidance like this:
“Regular massage can enhance ease of motion, range of motion, and quality of motion. The most significant benefits come from working with the soft tissues several times within a short period. Ideally, it would be beneficial to schedule 3 sessions within the next two weeks and reassess after that. Based on my experience, many clients start to notice noticeable improvements after three to five sessions.”
Encourage Clients to Reschedule
Once you’ve explained the value of regular massage and how it contributes to improved movement, ask every client when they would like to reschedule their next session. This helps reinforce the importance of consistent care and keeps their wellness on track.
Effective Note-Taking for Continued Care
Documenting key information about each client is crucial for personalized care. While notes don’t need to be excessively detailed, they should be enough to jog your memory about important aspects of the client’s experience.
Using a SOAP note format (Subjective, Objective, Assessment, Plan) is not mandatory, but it can be a helpful framework to ensure you are keeping track of progress, concerns, and treatment adjustments.