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Beyond a caring touch, how you interact with your clients is key to generating repeat business, referrals and add-on sales! Do you carefully plan each customer experience?  Chances are your focus is primarily on the massage itself and not on your conversation with your client which can make the difference between an average experience and a great one.  Conveying your caring and concern about your clients’ well-being will generate both repeat visits and referrals.  So take a cue from other businesses and don’t leave anything to chance. Many companies script their employee/customer interactions. For example, you might hear “would you like to try our new mocha latte today?” in your local cafe. Although you are not selling coffee, you are in essence “selling” a wellness experience and can create your own scripts to follow depending on each customer’s need.

For example, you are always concerned that your clients receive the helpful benefits of the massage you give them so why not let them know how they can extend those benefits when they go home.

“You can extend the benefits of your massage today by…….”

Another key message is to let your client know that they may experience some discomfort a day after the massage and what they can do to manage it.

“Although everyone reacts differently, it is normal to feel some discomfort after your massage. It can be like a workout at the gym for some muscles. Also, massage increases the blood flow and releases built up toxins into your blood stream. If you feel any discomfort, I recommend you……..”
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You may opt to retail foam rollers, massage balls, creams, Bellanina Spa Mineral Bath etc. to recommend to your clients as a way to stretch and soothe at home. This is not hard-core selling, it is simply suggesting ways to help.

“Many of my clients have had success with this foam roller in helping them stretch at home. Let me show you how it works.”

Lastly, always have a script to book your client’s next appointment.

“Would you like to make your next appointment today or do you want me to call you to book one later?”

In addition to your hands-on work with them, scripting is a great way to make sure you verbally communicate that you care for your clients health and well-being.  Having your own standard phrases for your key messages will ensure you are consistent and thoughtful in your communications with your clients.  Create the scripts that will work for you, write them down and use them every time.

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