Did I start running before I learned to crawl?

[MegMarshmellow]

Hello everyone, I'm new to the forums. I'm a 25yo male MT in NJ, USA.

I graduated from my class Aug '09. After a couple months, I got a job in a fitness club. Many of my classmates took jobs at Massage Envy, but I wanted to work at this place since before I started school.

It started off really slow. With the recession, and my lack of clientele, I had a massage or two a week. My director would give me any clients she could while still having enough for herself. As time went on, I started doing free chair, free (coupon) massages, and walking around the club advertising myself. The problem is, I'm not very good at selling a massage. Now all my massages I have to sell myself. I'm lucky if I get one a week.

I'm an interesting person. When I am comfortable, and I truly know what I'm selling, I do very very well. I sold many Playstations, Bluray players and TV's when I was working at Blockbuster. The problem is, while I love massage and I think everyone should get one at least twice a month, I have a hard time selling it. Questions come up, and either I don't know the answer, or I don't know how to explain it well enough. I won't ever bull$hit a client just to make a buck.

I'm starting to feel like I should have started in a place like Massage Envy. While I'll still have to sell myself, my massages wouldn't be completely reliant on it, and it will give me an opportunity to practice.

I need your help. Anyone have any advice or tips for selling a massage, or convincing someone to come back? I know that I'm very good at massage, so that's not the problem.

Thanks for your support!
Anthony

 

[MAR2009]

Did I start running before I learned to crawl?

If you are okay with eating a nice big piece of humble pie, I think that you're off to a good start. With every question you can't answer, make a note of it and then later look up the answer or formulate one. You can also write down some answers to common questions you get and practice discussing them. As you're learning the hard way, selling massage isn't like selling electrical equipment. Not only do you need to know what you're talking about, but you must learn to read the prospective client and match them so they can feel at ease with you. By "match them", I mean imitate their mood (in a sense)--people feel most comfortable around those who reflect their mannerisms. You may know how to answer their question, but if you make them feel uncomfortable in any way--they will not book with you. You will have to sharpen how you present yourself at the fitness center. What are you doing when you're not speaking with anyone there? A prospective client may be observing you and you might not even realize it.

Something that may help when you speak with someone about massage is also show them your therapy room, as well as have some literature (brochure, business card) to hand to them. If they seem interested, pull out your book right there and ask if they would like to book an appointment. For clients who may not have tried massage before, I usually get them to book just a 30m. so they can experience whether or not they will like it.

You sound very enthusiastic about massage, which is a great start to getting folks on your table. Now, you just need to back up that enthusiasm with some educated and well thought out responses to their questions! It sounds as though you have a great opportunity there. Few things that are worthwhile in life come easily.

 

[Guitar Guy]

Did I start running before I learned to crawl?

And, don't forget, it takes YEARS to build a business. I worked part-time jobs for at least 10 years while getting my business going. You may need to consider that as an option.

My advice for getting people to re-book... don't be pushy. I ask, "Would you like to re-schedule something now or just call me?". It gives them the option to "opt-out", but I don't drop the ball and say... nothing.

Make sure you are asking if the client wants to re-book. Being new in practice, you can sometimes forget, or be too pushy, just because you don't have the experience.

How do you suggest a re-book?

 

[answers smartass]

Did I start running before I learned to crawl?

During a medical massage, if I feel any tightness, trigger points, etc, I tell the client. When the session ends, I'll tell them that, while I worked on the problem, I would suggest scheduling another appointment to continue addressing the issue. Most people say they will call, but never do.

 

[yellowstar171]

Did I start running before I learned to crawl?

Does your advertising (signage, brochure, however you get them in the door the first time) match the experience you are able to provide? My idea is maybe they are expecting something else. Even if you are effective and/or do a good job, there are so many styles of massage out there. You need to be able to market to people who will enjoy/benefit from your style of bodywork and personality.

On another track, you could browse the forums and ethics books on professionalism and framework. It's too detailed for me to go into here, but making sure that your room is clean and appropriate, that your sessions start and end on time, that you have a friendly and professional mannerism, your music is pleasing/appropriate, etc etc, can all be non-massage things that factor into whether you get returning clients. The book "The Educated Heart" has a good chapter on this.

And, you don't have to know the answer to every question. Or *any* question! lol. I mean, yeah, being knowledgeable will help you appear to have mastery of your craft. But I think that being friendly and helpful are more important attributes. Maybe keep a library of a few key books (pathology, anatomy, general massage, medical dictionary) on hand so that you can look things up between sessions, or while the client is getting on the table. Better yet, have the internet accessible where Google will tell you the answer to anything you need to know!

 

[Kyle L]

Did I start running before I learned to crawl?

During a medical massage, if I feel any tightness, trigger points, etc, I tell the client. When the session ends, I'll tell them that, while I worked on the problem, I would suggest scheduling another appointment to continue addressing the issue. Most people say they will call, but never do.

Here is what I do. After the session is over I say "Would you like to schedule another appointment now, or do you want to wait and see how you feel?" I don't suggest anything, just offer them the opportunity to book now. Most people book again right away. If I wanted to drum up work, I would simply call back those who don't rebook in about a week, or maybe two, ask if they noticed any shifts/benefits after the massage and if they would like to rebook now? Or an email would work well for this. You should be getting all their info on an intake form, so they can be in your future marketing efforts (newsletters, mailings, etc)

 

[GrimLykReaper]

Did I start running before I learned to crawl?

Professional, friendly, and knowledgeable. Those should be your top three priorities, in that order.

Professional: Your appearance (hair, clothes, hygiene, body language, mannerisms, etc.), your communication style (tone of voice, pacing, proper use of grammar and technical terms, calm demeanor, listening skills, attentiveness, etc.), your marketing materials (business cards, brochures, signs, sign-up sheets, intake (and other) forms, web site, logo wear, etc.), your massage room (clean, comfortable, welcoming, relaxing ambiance, well-organized, etc.), and your relationships with the gym staff and members that come daily (stay informed of gym news/changes, learn about what they do and their needs/wants/concerns, gradually educate them about what you do, etc.) all play a part in cultivating a professional image. If you can get honest, blunt feedback about how you do in each of these areas, you will learn some useful lessons and improve your success rates.

Friendly: Can you strike up a conversation without making it awkward? Can you just "touch base" and walk away, leaving a positive vibe with that person? Do you show concern without going overboard? Do you have a good time and help others enjoy their time at the gym a little more? Do you show your personality instead of always being in sales mode? Are you helpful without being pushy? Are you interested without being nosy? Do people like you or are you "that weird annoying guy"? Have you talked to other people (gym staff and regular members) about their needs and just listened without trying to offer a solution? People come to the gym because they want to feel better about their bodies/selves. A smile and a wave is a great way to facilitate that, even if you don't actually talk. Friendly people also come across as approachable. Are you approachable? Some brutally honest feedback about how you come across to others would be very helpful.

Knowledgeable: You don't know all the answers, but do you know where to look for them? Can you understand what someone is telling you when they describe a health problem or medical procedure? Are you able to describe a reasonable hypothesis about how their issues have developed over time? Are you able to look at how they walk, stand, squat, etc. and see where they are tight or otherwise impaired? If you work on them, do you know how to adjust the way you work to enhance their athletic performance? If so, are you able to explain why you make such adjustments and how each one contributes to performance enhancement? Do you ask insightful questions? If someone is describing an activity or goal to you, can you visualize it and percieve how their body works to accomplish those goals/activities? Do you know when to refer out? Do you know which gym staff the gym members should take various questions to?

Work hard to cultivate yourself as a professional, friendly, and knowledgeable massage therapist. It will be hard, but the rewards are great.