You Won't Learn This in Massage School

WHAT’S ON THAT INTAKE FORM AGAIN? Have you ever wondered about when you visit your doctor’s office and fill out those health forms? Do the employees or assistants even look at what you just answered? Sometimes it seems like they just ask you the same questions when you go back to the exam room rather than take a peek at what you just spent 15 minutes writing down. Sometimes they may be double-checking with you and that’s fine but it does get you wondering about how much attention they are paying to your records. If a client takes the time to get out their doctor’s phone numbers and write down their medications for us, the least we can do is scan the form. But, if we’re better than average, we will notice smaller bits of information like their birthday, if they’ve had previous massages, where they live and so on. Not only do these serve as talking points that make them feel like we care and it gives us additional information to help us understand our client’s goals while they’re on the table. I couldn’t tell you how many times I’ve had a surprised look and a THANK YOU from them because I noticed their birthday was that day, or is approaching. It takes people off guard that we notice something seemingly insignificant but see it as important to them. It also can tell us that it might be stressful turning the big 4-0 or some other milestone birthday. Where they live might offer clues about tree allergies or road work that they’ve had to deal with. All extra stressors that they bring to the massage. What kind of occupation do they have? Body mechanics and physical demands, travel time, computer work, phone calls, etcetera. It matters..a lot. If your new client has had massage, whether frequent or not, what did they like or dislike about it? Replicate what they like, using your own style but definitely don’t repeat the things that gave them reason to search out another therapist. Remember that’s possibly why they are seeing you for the first time. You want them to return so pay attention to verbal and non-verbal information. So how much time does all this extra attention cost you? It takes about 3 minutes to make an impact on someone you expect will love your hands and your work enough to make a commitment to their health by returning. Total time for the intake may be 5-10 minutes and you’ve already got them poised to relax or at least able to communicate with you if the work requires more client input. This is time well spent in my book. After the intake form we want to direct them to the massage room. On occasion, we may have a ‘chatty’ client. There are tricks to getting them into the massage room and on the table on time. If they have a lot of health issues, it’s important to spend extra time discussing those topics so you are sure that there are no contraindications. In general though, non verbal clues will do the trick. Begin by walking toward the massage room or a wave of your hand so as to indicate they should follow you. Either or both of these is usually effective. For others you may need to say it outright, “Well let’s get you ready so we can start close to your appointment time.” Be upfront but not obnoxious. You may have a client immediately after them but they don’t know that and frankly some people just lose track of time. They can be so sociable. So take the lead and they’ll probably follow. Be sure to tell them you’ll be ready for them in a moment so they don’t dawdle.