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.

Relaxation vs Therapeutic Massage

After much thought and consideration, I have decided it is time to change my rates. If you're curious as to what lead me to this, I encourage you to read my Self Performance Evaluation here. Effective January 1, 2013, I will be raising my rates by $5 raise across the board for all massage sessions, and will then be distinguishing between relaxation massage and therapeutic massage. Therapeutic massages will then be an additional $5 or $10. Now, I know you want to know...what is a therapeutic massage versus a relaxation massage?

Relaxation massage is best described as massages that are:

• gentle on the body (both yours and mine),
• usually not exceeding medium pressure,
• that do not require special focused attention or extra time working on known aches, pains, tensions, etc, and
• can have the full body treated within one hour. There are some exceptions to this, depending on the size or build of a person's body, but for the most part, without giving extra time to "troubled" areas, a full body relaxation massage can be done in 60 minutes, and may certainly go on longer if the client chooses to have even more down time.

Therapeutic massage is best described as any session that specifically and skillfully addresses any of these 11 points:

1. Aches, pains, spasms, tensions, or sore spots and/or use of pain scale assessments for session-to-session progress evaluation;
2. Working primarily on a specific area of the body, though this will likely include surrounding areas that may be affected by or contributing to the "problem;"
3. Use of very firm/deep pressure whether throughout the majority of the session or on specific points of the body that require time to allow them to release;
4. Coaching before, during and/or after your massage for:
   (a) stress management techniques,
   (b) referrals to other healthcare modalities (chiropractic, physical therapy, yoga, etc),
   (c) stretching,
   (d) strengthening, and/or
   (e) other suggestions to modify the way you use your body throughout your life;
5. Monitoring frequency/severity of your ailments, such as:
   (f) headaches/migraines,
   (g) numbness/tingling,
   (h) pain medications.
   These sessions may be limited to certain areas of the body for focused work done on a time/financial budget or may be worked in a full body massage within a longer session, and may be done with any range of light-firm pressure. The cost of your session will be $5 more than relaxation massage rates if 1-5 of the above points have been provided, and will be $10 more if 5-11 of the above points have been provided.

Included in EVERY session will be a discussion prior to your massage to see how you are feeling that day and how you want to spend your time. I realize most new clients who come to see me are not accustomed to this question and that it is something that sets me apart from most other massage therapists. I also firmly believe that it helps us reach the goals you have for the time and money you invest into receiving massages. This discussion will largely determine whether your session will be a relaxation or a therapeutic massage.

What happens if...
--If you expected one type of session and it turns into the other, the pricing will be based on what is actually provided to you.
--If, during our intake conversation, we decide you'll be having a relaxation massage, but then as you're on the table, I find things that could use more time spent working on, I will check in with you to see if you want to convert your session to therapeutic and address those areas more thoroughly, or if you want to continue on with a relaxation massage and not spend any extra time on those areas. If you decide to convert to therapeutic massage, your session will be an additional $5-10. 
--If, conversely, we expect your massage to be a therapeutic massage, but there isn't any coaching involved and your body doesn't have much going on to "work with" in terms of tight muscles, I will have the pleasure of telling you your massage that day would be $5-10 less than we expected! 
--If you are somewhat concerned about the financial implication of the new rates, remember that I have always considered gratuities as "never expected, always appreciated." If the new rates mean you aren't able to be as generous with gratuities as you have in the past, it's okay to leave less or none at all. While tips have made up 9% of my income so far this year, the bottom line is, I'd rather see you and not have a tip than have you stop coming altogether because you don't have money for a tip. Additionally, you can "like" my Facebook page and keep your eye out for when I post same-day appointments I'm looking to book at a $15 discount. 
--If you are really concerned about the financial implication of the new rates, I encourage you to take advantage of my upcoming Black Friday special offers and/or purchase a package of 5, 10, or 15 massages before the end of the year that can be used up to a year from date of purchase. That's a great way to lock in my current rates, and the packages are even offered at 5%, 10%, and 15% discounts. 

Raising my rates means I can continue to offer a Client Loyalty Program. A couple months ago, I was beginning to feel really sore about the Client Loyalty Program, because I really make it easy for clients to save money and was worried about MY bottom line. I almost felt like I needed to wipe out the Client Loyalty Program altogether. 

Right around that time, I had 3 clients come in within a short time span--one had just referred a new client to me and I had sent him a referral reward, another was in a delicate emotional state that I gave coping suggestions to, and another was using her benefits through her HealthNet insurance to receive massage with only a $25 copay. The man with the referral reward didn't even bring in his coupon, but paid my full rate plus a $15 tip. The one who received coping strategies then tipped me $25. The woman using her HealthNet benefits also tipped me $30. 

Not only did the generosity of all three touch my heart beyond words, it helped me understand that I AM worth it and that both my Client Loyalty Program and my rates needed to evolve with my business, skills, and experience (the Client Loyalty Program hadn't been changed since I first put it in place at least 3yrs ago, and I have never raised my rates in my 6yrs as a licensed massage therapist). So I chose to modify it a little, and to also raise my rates. In doing so, I can continue to extend my thanks to you in all the many ways still in place for your continued patronage and trusting me enough to refer your friends and loved ones to me. The clients I have already mentioned these changes to over the past few weeks have been very supportive, and I appreciate all the feedback that has been shared with me as you've helped me reach this decision.

Upcoming Events: 2012

Happy new year!! Have you made resolutions, or just decided on some goals for the year? I prefer to think along the lines of goals or changes I want to see in my life, as opposed to resolutions. Resolutions bring with them the shadow of doubt and failure, but goals speak more definitively to me--something I really want to have happen. My goals this year are ... mostly to be more committed. Those things I wish I did better or more consistently--those are the things I plan to focus on. Flossing. Exercising (did you think I was perfect at this? I'm not!!) Blogging. Journalling for my boys. Reading for pleasure. Spending time with friends. Sharing love with everyone. Paying it forward. All of these things. It sounds like a lot when you put it all together, but I think it's really more about tightening up the strings that hold life together and which have been a little too sloppy in my life, and I'm ready to cinch up a bit. What are the things you want to work on this year? Write it down. Share it. Commit. 

I'll be taking some time off this month. Hubby has (paid--jealous!!) vacation from the 9th-13th. I was on the fence about whether I would also be taking that week off and blocking out my schedule or not. We didn't make plans to go anywhere or anything, so I didn't HAVE to. Sharing that with a client that was planning to book his next appointment in that week, he suggested I take the week off, that money will always come, but you never get the time back. He convinced me. Blame him. ;) But really, it won't hurt to call or email me if you're really hurting that week. I have blocked my Clickbook calendar out, so you will have to come at me more directly if you need some attention that week. 

I'm planning on having my next Save Your Hands! workshop on Sunday, March 11. I admit I have not been marketing for these workshops as well as I should, and that's another goal I have this year. I'd like to be utilizing and sharing the knowledge I've gained, so I'm buckling down and planning on doing at least 4-6 workshops this year. Some will be on weekends, some on week days, because therapists have different availabilities with their schedules too. Check my website for a list of dates. They'll be posted soon.

Please share your goals in the comments below. I'd love to help if possible.

Product & Service Spotlight: Spa Treatment Closeout!

In the next month or two, I plan on phasing out the spa-section of my treatment menu. These services are underutilized, and, as mentioned in previous blog posts, my business is beginning to take a new direction into mentoring.

I've never been a real girly-girl, so the spa-aspect doesn't quite captivate me personally. My initial excitement in expanding my menu in that way was that it would allow me to bring in revenue without being as physically demanding as massage. Without my heart in it, I don't feel I've marketed it well, the economy may have an implication as well, preventing consumers from enjoying these kinds of services.

What I will hold onto will be the body butters (honey and mango) that can be added on during a massage, the aloe foot & callus rub, the aloe moisture cream, the aloe heat creme, and possibly the aloe body wash and lavender spa bath. Gift bags will still be available at this point, and I will also continue to provide the Detox Relaxation Bath packs for purchase.

Any samples on hand, excluding those mentioned above, can be taken with you at no charge as you come in for your regular massage appointments, while supplies last. Samples of the above mentioned products will be available for $1 each, or as otherwise labeled. 

Changes vs Mental Blocks

How many times have you decided you want to make a change in your life? Lots I'm sure. How many times have you achieved your goal? Many less if you're like most of us.

I'm seeing more often, or at least more clearly, that people often say they want to make changes in their lives, but just don't give it what it takes to get it done. It amazes me how many times I have to read some suggestion before I believe in it enough to utilize it, but once I do, I reach my goals so much faster and wonder why I hadn't just done it the first time I came across it.

What I am understanding better now, is that as much as we will decide we want something in life, we aren't always ready to get it right away. Sometimes other changes have to take place first to prepare us, or help us see that what we thought we wanted doesn't really help us fulfill the needs of our souls. 

That's getting deeper than I intended here, and I'll get back on track.

In terms of our bodies, we may be holding tension and need a massage to feel better, but don't always book the appointment. We instead make ourselves believe we don't deserve it, or can't afford it. I understand. I've been there. Heck, I AM there. Here's my confession: it's been 4 months since my last massage. For a while, I had a mental block against letting myself get another one because I still owed my therapist buddy from our last trade. I've now repaid that debt to her, and even got my appointment booked with her, but had to cancel thanks to a darn cold. And now our schedules are not matching up and I'm really starting to feel how overdue I am. 

My mental block is gone now, and I am fully ready to go do some "market research"--that's my fancy way of being able to write off paying for a massage--and try out a different therapist. I do love to trade with my usual buddy, but I also like to pick up on new techniques from other therapists too. And I need a massage.

I also feel like I give a better massage after I've gotten one. I suppose it refreshes in my mind how my client is feeling during their session and what I can do to make it their best massage.

Hopefully, by next week, I'll be able to share all about my latest massage and have a few new techniques to put to work. 

When you are ready to experience them for yourself, I will be here, and will be happy to help you reach your goals.