Self Performance Evaluation

Now that I've been in business a few years, it feels time to do some re-evaluating to see what else needs some modification. I have compiled this questionnaire, put myself in the hot-seat and answered by rating 1-10, with the option of including additional comments. I would very much appreciate any and all responses to this. Fire up your (brain) engines--now's your chance to tell me how you REALLY feel! :) Let me know if I'm selling myself short on the ratings, or giving myself too much credit. 

I. Massage--This area is the most difficult for me to give a self-evaluation for, since I'm not able to experience my own work, thus, this area is especially important for you to offer feedback.

   Pressure: 9.

   Rhythm/Flow: 9.

   Intro/Closure: 9.

   Time Utilization: 8.

   Draping: 9.

   Overall: 44/50. 

   Strengths: Adapting to clients' various needs--from relaxing to deep, therapeutic techniques.

   Weaknesses: Beginning sessions with cold hands, not balancing time throughout the session as well as I'd like.

II. Spa Treatments: Bodywraps, Skin Polish, Hand/Foot Polish, Add-On Body Butters, Retail 

   Informing Clients of Available Offerings: 5.

   Quality of Products Used: 9.

   Efficacy of Spa Treatments: 8.

   Overall: 22/30.

   Strengths: Making retail products visible.

   Weaknesses: Not naturally suggesting products/services that clients might benefit from.

III. Atmosphere

   Location: 9.

   Ease of Finding: 8.

   Room Temperature: 8.

   Cleanliness: 9.

   Music: 8.

   Exterior Sounds: 8.

   Overall: 49/60.

   Strengths: Same location for 4 years; no hair or nail salon smells; nice, calming/comforting decor; recently cleaned carpets and converted all CDs to ipod use instead.

   Weaknesses: I forget to explain thoroughly to new clients that I'm at the back, downstairs, or where they should park; upstairs noise is mostly unavoidable--past hunts for the "perfect" massage room haven't been fruitful.

IV. Scheduling

   Online Scheduling Ease of Operation: 9--Please let me know if you ever run into issues with Clickbook.

   By Phone: 9.

   By Text: 9.

   By Email: 9.

   Date/Time Availability (M-F 5:15 & 7:00pm, M-W-F 9-10:30am, occasional weekends): 9.

   Proactivity: Rescheduling at end of sessions: 10.

   Follow-Up When A Client Does NOT Reschedule After Their Session: 7.

   Overall: 62/70.

   Strengths: Scheduling at the end of sessions is best--ensures clients get back in when they need it and can accommodate schedules best when booking ahead. Until recently, I had a poor-working system for following up with clients who haven't been in for a while or that didn't reschedule at the end of their session, but I feel I have found a better way to keep up with those needs now.

   Weaknesses: I am not always able to catch my phone when clients call, and don't do a lot of texting, so I forget to follow up later if I'm not able to respond immediately upon receiving a text or voicemail from a client. This is an area for me to focus on improving.

V. Time Management

   Arrive To Work On Time: 7. This is an area that I know I need to improve on, and am testing different ways to make that change (taking ownership of my time, versus blaming it on my inherited genes ;).)

   Beginning Sessions Promptly: 8.

   Ending Sessions At Their Full Length: 10.

   Balancing Time Throughout The Session: 9.
   Dependability: 10.

   Overall: 44/50.

   Strengths: A part of what makes me stand out from other massage therapists is that I intentionally spend a few minutes with clients to find out what their needs are prior to each session. Our bodies have different needs from day-to-day, and even my most long-term clients still don't have a "typical" massage.
   Weaknesses: Arriving to the office early to be set up and prepared the second clients walk in. As a family of 4 juggling 1 vehicle and trading off work and parental duties, this isn't always easy, but I also know I can make better efforts to achieve this goal.

VI. Communication

   Before Sessions: 10.
   During Sessions: 9.
   After Sessions: 9.
   Between Session/Post-Session Rescheduling Follow Up: 7.
   Continuous Contact: 9.
   Overall: 44/50.
   Strengths: I do believe I stand apart from other massage therapists in the level of time and attention I give clients to have a clear understanding of what outcome we're trying to reach at each session. I wonder sometimes if I talk with certain clients too much, but I try to let clients be the guide for the level of talking they're comfortable with. Some clients just naturally seem more at ease and relaxed when they ARE talking than if they're not, while other clients appreciate the quiet during their sessions. Please tell me if I have wrongly assumed which of these works for you.
   Weaknesses: I have been working on different methods to see what works best for me to keep up with clients and following up with them as we've discussed for me to do if they haven't rescheduled at the end of their appointment, and I know what I've tried in the past hasn't been as effective as I'd have hoped, but I do think I have a better method in place now.

VII. Professional Presentation
   Appearance: 9.
   Politeness: 9.
   Problem Resolution: 9.
   Fingernails Maintained: 9.
   Overall: 36/40.
   Strengths: I try to always look nice when I come to work and am anticipating purchasing new logo-embroidered shirts soon.
   Weaknesses: Sometimes I don't dress as nicely as I should, ie wearing jeans, and don't always have my nails filed before I arrive for my first client of the week. I go back and forth with myself as to how strongly I should enforce my reschedule policy. I want to be clear that my time has value and not allow clients to take advantage of that, but am not completely clear as to when/how hard I should put my foot down, and conversely, when to let things go and/or make more of a compromise for short-notice rescheduling. Input welcome!

VIII. Quality, Knowledgeable, Intuition, Value
   Knowledge and Understanding of Clients' Areas of Focus: 9.
   Non-Verbalized Sense of Stagnant Energy/Energetic Blocks: 10.
   Ability to Create and Communicate Treatment Plan Individually Suited to Each Client: 9.
   Ability to Meet Clients' Goals: 9.

   On-Going Follow-Up to Assure Client Satisfaction: 9.
   Services Provided Meet/Exceed Cost: 9.
   Overall: 55/60.
   Strengths: I feel I've gained a lot of experience in my 6 years as a licensed massage therapist that has added to my skill levels in treating clients, beyond relaxation-based massage. In the past 6 years, I've come to recognize more and more deeply that EVERYTHING in our bodies and lives are intertwined, am in awe of this, and love to share what I've learned with my clients along the way.
   Weaknesses: I admit openly with clients new and old that treating the lower back is not my forte, but as clients keep presenting issues here, I am enjoying the opportunities to try different ways of treating the lower back and soon enough won't have to throw out that word of caution anymore. I truly love to work with the upper back, shoulders, and neck, and wonder sometimes if I spend more time than clients would like there just because of that.
   

All in all: 356/420--85%. Room for improvement, but in terms of dealing with human bodies, I don't expect I'll ever "know it ALL," just so long as I continue to improve in my personal relations with clients and in my hands-on skills. :)

Beginning January 1, 2013, I will be raising my rates $5 across the board, as well as distinguishing between relaxation and therapeutic massage, which will be an additional $5-10. Read more about that here.

Upcoming Events: Valentine's Day

Can you believe the first month of the year is already behind us? Maybe it's because I took my vacation in January, but that month sure flew by.

In less than two weeks, Cupid will be making his appearance. I won't be available for appointments on Valentine's Day--the Blazers are playing and hubby got quarter season tickets, so that's where I'll be! I will, however, be more than happy to be a part of making your sweetie's day fantastic. You can purchase a gift certificate online through my website (www.rslmt.com), over the phone (503-318-9626), or set up a time to pick one up in person (707 Madison Street, Oregon City--call first)--whichever is easiest for you. I'd say that would be a wonderful gift to get on Valentine's Day! 

My schedule seems to be booking up more quickly lately. If you've normally booked your appointments one week at a time (car accident insurance clients...this is you!), or called looking for a same-day appointment, you'll find it's going to be much harder for me to get you in. Please try to have a few days/times in mind a week or two in advance that you think would work for you--I don't want to leave you hanging and not getting the care you need. I guess that's one negative side-effect of reaching a new level of success in my business! 

Accountability!

Alright here goes...

I am vowing to nix my chronicly-late problem this year, and truly learn to take control of my time and manage it better. There are always roadblocks in overcoming any challenge, and it can be so tough to really grab that challenge by the horns and defeat it. It takes a lot of planning for sure, and prioritizing.

Already, I have promised to share the statictics on my clients and business information from 2009 (keeping everything anonymous, of course), and I will get that accomplished. Turns out it was a bigger task than I anticipated, so it's taking me longer to figure out even HOW to share that information. My tally sheets are so confusing to read, and transfer to computerized versions. Not only am I working on getting 2009 stats up and posted, but also re-creating a format to simplify the process for 2010, and not fall behind in tracking my clients and business information as the new years rolls on.

Realizing the new challenges, I feel confident in being able to share the results of what really was my first full year in business FOR MYSELF by the end of this month. Some of it isn't pretty, but it is all so helpful to help me steer my business/marketing into the right directions this year. For that, it is entirely invaluable.

I hope you will come back to my blog to see how you ranked among my other clients, and how your business has contributed to MY business. And by the way, if you are low on gratitude, I owe each and every one of my clients a tremendous THANK YOU for helping me learn how to grow my business and become a better massage therapist. I wouldn't be doing what I'm doing without YOU. THANK YOU!

Bartering For Business Growth

Bartering is a fun way to obtain services from other businesses without having to unload the debit card (don't get me started on credit cards!). Bartering also helps to build business by allowing your business to reach clients/customers who may not otherwise have an interest or need in your services, but once they experience them, they are converted into walking, talking advertisers of your company. Why then, is bartering such a rarely-used marketing startegy?

My goal is to bring back the barter. Sure, there's some bartering membership programs already in place, but if you are a small business owner and don't function on a nationwide capacity and can't muster the $500 initial membership fees, then why should you be left in the dark? I see no reason.

Plenty of small business owners or self employed service providers can certainly benefit by bartering. I think this should be a first step requirement in networking. Networking is great, but just because I've met you at a networking event and heard your quick self introduction, how am I to know you really deliver quality products or services? Why not include bartering as a piece of the networking puzzle? We meet, swap introductions, you try my service, I try yours, now I'm confident in telling my clients about the great work you do, and you are able to do the same.

Do you know by talking to me that I'm a qualified massage therapist? Yes, you know I'm licensed, but what if, when giving massages, I slathered on so much oil, my clients nearly slide off the massage table, or present them with some other less-than-satisfactory massage experience? Would you know that by my self-introduction? The answer is no. I don't use excess amounts of oil, but you won't know that until you've experienced a massage from me.

I think the common networking circuit needs to be updated to allow us to make confident referrals. I can't tell you now how many networking events I have attended, heard countless self introductions, and still know nothing about many of these people/businesses. Let's work together! That's the goal in networking, yes? Help grow business by spreading the word about what we do, and being able to refer our own clients/customers to you? So let's move to the grassroots level of this goal, and start by sharing our business with each other.