Consultation
Even when a client leaves this section blank, the therapist must still verbally ask about what 3 things regarding the client's health history?
Injuries, Surgeries, and Medications
Before picking up a guest, the therapist should have a brief conversation with the FDA. What are all the reasons this 30 second touch point is so pivotal?
-So the Therapist doesn't ask some of the same questions the FDA did
-To get information needed to ask more thorough questions during the consultation
-To get a description of who their guest is in the tranquility room.
This two-letter abbreviation refers to the ability to recognize emotions, regulate reactions, read the room, and manage relationships.
EQ - emotional quotient
Therapists must wash their hands at these two points in every client service.
Before and after every client
What is the modality sheet and what is the purpose of the modality sheet?
The modality sheet is a tool the FDAs use to see what modalities you can do, your techniques, and your pressure scale. The purpose of this tool is to help the booking FDA matchmake the client with the MT.
A client marks every area as a focus area. Before creating the session plan, the therapist should clarify what?
If the client is looking for full-body massage or a focus-area-only session
List 3 details of the guest experience that could be just as meaningful as the massage.
- The 1st impression being professional and warm
- The Session Plan
-The connection and communication between FDA & MT
-The recommendation and hand off to the FDA
What does the acronym CARE stand for?
CARE is four-letter customer-service framework & the letters represent Connect, Ask, Recommend, and Encourage
A regular client sends you a social-media friend request. What is a professional way to handle the situation
Deny the request, tell the client the next time you see them that you did not accept the friend request because it would cross professional boundaries, and tell a manager.
“FBM” is not considered adequate documentation because professional notes should include what details?
What was found and worked on during this session, and what should be addressed next time. Any other objective notes that are applicable to the session are ok to add.
A client has selected “No” for their scalp but asks for scalp work when you are working their neck. What is the correct response?
I'm not able to deviate from the consent you gave during the consultation, but I'm happy to work on your scalp next time!
ACT IT: Show us your best 1st impression & professional pick up & walk to the treatment room
Eye contact, an open stance, an audible smile, a spa-appropriate voice, saying your name and the guest's name and a spa handshake for the pick up AND verbally guiding the guest back to the treatment room either walking behind them or to the side of them for the walk back!
Your manager says, "I was reviewing time cards and I noticed you've been over 5 minutes late 2 times this week." What would a reaction sound like and what would a response sound like from someone more self-aware and emotionally regulated?
Reaction: "It's only been 2 times, Abigayle is late all the time."
Response: "You're right. I need to make adjustments to the time I leave my house."
A therapist notices that a client has limited neck movement and says, “You definitely have a pinched nerve.” This statement violates the rule prohibiting therapists from doing this.
Diagnosing an illness or condition
Give 3 reasons why a new MT may have to step out of the session due to poor preparation.
- refilling lotion bottle
-refilling personal water bottle
- getting a towel
- needing to use the bathroom
- grabbing enhancement supplies
- grabbing hot towels
- searching for a missing face cradle!
Your client wants upper-body-only work with medium-to-firm pressure, focus on the neck and shoulders, and no work on the scalp. Give a complete verbal session-plan recap.
“Today we’ll focus only on your upper body, with extra attention to your neck and shoulders. I’ll avoid your scalp and gradually work up to medium-to-firm pressure. Please let me know at any time if you would like more, less, or the same pressure.”
What is the lobby handoff?
At the end of the service, the therapist meets the client with water, repeats the professional recommendation to the client in the lobby and connects the client with the FDA.
What are the 4 Moments that Matter?
1 - Pre-Session Guest handoff
2 - MT Pick Up & Consultation
3 - Re-entering the Room & In-Session Communication
4 - Ending the Session & Lobby Handoff
A client tells you that the front desk is terrible and that three appointments have been canceled. They ask whether you agree that the clinic is badly managed.
Acknowledge the client’s frustration without agreeing or criticizing the team, show your support for your team, offer to connect them with management, and redirect attention to their service.
Your client is checked in. You go to pick them up and they are nowhere to be found. After checking with the front desk, you realize your coworker starting at the same time as you picked up your client and their client is waiting in the tranquility room. What needs to be done?
1st- Briefly tell the client in the waiting area what is happening, apologize, and let them know you are going to talk to the other MT but they will get their full time.
2nd: Knock on the door of the other MT and ask them to step outside and explain to them what has happened. That MT has to go back in the room and tell the client what has happened and ask if they are ok being serviced by them.
3rd: If both clients are OK with seeing different MTs, then the FDA with switch the clients in the booking system and both clients need consultations with the correct profile.
*If one of the clients requested one of the therapists than they have to switch MTs and we will do our best to give them both their full time.
This is an example of having to annunciate and speak professionally so your client can clearly hear and understand you when you greet them to pick them up.
What are 3 details of the Consultation you must ALWAYS review with every client?
-Injuries, surgeries, and medications
- Areas of Consent review
- Create a session plan with the client (THE BOW!)
A guest believes massage is only necessary when they are in severe pain. After finding significant calf tension, give an appropriate frequency recommendation and lobby hand off that sounds professional rather than sales-focused.
“I recommend another 90-minute session in two weeks so we can continue addressing the tension in your calves. Consistent care may help us make more progress than waiting until the discomfort becomes severe again. You are an amazing candidate for the wellness program and the FDA will tell you all about it.”
Acceptable answers include:
What does the acronym STOP stand for?
During an emergency, this four-letter method reminds the therapist to
Stay Calm
Tell the Client
Obtain Help
Protect the Client.
During the massage, a client says, “You’re so beautiful. If I met you outside of here, I would ask you out.” Give the therapist’s appropriate response and next steps.
“That comment is not appropriate for a therapeutic massage session. I need our communication to remain professional. If comments like that continue, I will have to end the session.”
What is:
Where are the 2 places your cellphone is allowed to be in the clinic and what are the places your cellphone is NOT allowed to be in the clinic?
allowed: breakroom or manager's office
not allowed: treatment room and in your pocket walking through the hallways