Massage Office Phone Etiquette
The massage office phone is often the first client interaction (besides the website or referral from a client/doctor/other) and is of vital importance to building a solid massage business. No matter if it is in a mulit-practitioner clinic or spa or a self-employed massage business, knowing how to answer the phone and engage the potential client in a conversation can help the potential client feel more at ease about their decision for calling.
I haven’t written about things like this much because I just take it for granted people know how to answer the phone. I was in customer service for 12 years before I became a massage therapist. It is the curse of knowledge that Chip Heath talks about in his book “Made to Stick”. We often forget how it was before we knew something.
In the past few years I have been going to various spas and clinics and the degree of service varies from non-existent -Oh is there a client on the phone wanting to give me their money for a massage but I’ll just continue to do my scheduling updates and be distracted - to mediocre - does the job, gets the appointment but there is no connection. I guess I have yet to find a place or massage therapist who knows how to engage a client right from the beginning.
The first phone call is important as it sets up the basis for the relationship and can influence whether it is going to be one appointment, a series of appointments over a month or two or a client for life coming 2x a week for 18 years. Cherie Sohnen Moe in her book “Business Mastery” says:
Every time you answer the telephone, you create an impression. The question remains what that impression will be. Within the first few seconds of a conversation you convey how you feel about yourself, your practice and the caller.
Some of my pet peeves are:
- I ask for deep tissue massage and ask for the person most versed in deep tissue. The response is all of our therapists do deep tissue. A better response would be a question like what do you mean by deep tissue? or what types of massage have you had before? I went to a clinic last year that said everyone did deep tissue and I went through 3 different therapists and none really did deep tissue by my standards. The thing they don’t realize is that my deep tissue experience comes from Zentherapy an offshoot of Rolfing. It is deep.
- While calling for an appointment the person on the phone continues to talk to someone who is standing in front of them without putting the phone on hold. This is a privacy violation in addition to just being unprofessional.
- While calling for an appointment, I get the person who is distracted making copies of the schedule for the massage therapists there and the appointment book is all taken apart. I know this because she tells me. She also continues to try to make an appointment for me rustling through papers looking for an opening. A more appropriate response might be to ask if she could call me back in a minute or put me on hold for a minute
These are just a few things that have happened in the past month with me. The people answering the phone were receptionists and not massage therapists. Maybe I am too critical, but I just keep thinking about what if it was a new client who never had a massage - what would their impression be of making an appointment?
If the person who is answering the phone is not a skilled massage therapist it is important to educate them thoroughly about massage and answering the phone. The receptionist should get regular massages from all of the massage therapists so that they can describe and know each massage therapists style and type of work. They should also be trained in asking clients questions that show that they know what they are talking about. It reflects on your business when they don’t.
Design a questionnaire for your receptionist and have them practice taking calls and sit with them while taking calls for the first week or so. Improving client communication begins with the first phone call.
- know how to describe all of the services and techniques in detail
- know each massage therapist and their skills personally
- be prepared for each call with necessary materials for making appointments, referrals
- know what the office policies and procedures are and know how to execute them appropriately
- answer the phone promptly with one ring
- don’t be eating or doing other distracting things when answering the phone
- follow through with everything you say you are going to do on the call in the time frame you agreed on
- if you need to put someone on hold ask if it ok and let them know how long you think you will be on hold if you can. If it is too long ask to call them back.
If you are answering your phone it is important that you take the time needed to talk to each caller and ease their hesitations. Ask questions like “What do you need a massage for today?” Some sort of pain or stress? Then you can respond with something like “yes I work with that all the time”. What most people want to know is are you able to handle the problem that they are having.
Knowing what a client needs is important as it will help you make appropriate decisions regarding their care.
In a good phone call you will also be able to screen clients for inappropriate requests or conditions that are out of your scope of practice. You can also find out if that client is appropriate for your business. You don’t have to take everyone who calls. That was a big revelation to a massage therapist on my discussion group.
Every phone call deserves your complete attention.
I use a voice mail service to answer incoming calls. While this is less personal, working alone I never found a need for a receptionist. I do answer the phone if I am sitting at my desk but I always make sure I am not going to be distracted with a client coming in a minute or whatever. I always leave time in my schedule every few hours to return phone calls promptly the same day.
Resources:
Made to Stick: Why Some Ideas Survive and Others Die
Business Mastery : A Guide for Creating a Fulfilling, Thriving Business and Keeping It Successful
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