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.

Following Up

Working on my online prerequisite course for becoming a Certified Injury Prevention Instructor threw me off my usual activities last week, so this blog is coming a few days late.


Over the weekend, I saw and subsequently participated in a discussion on LinkedIn. The topic was on following up with our clients. Many of the therapists that had replied before me said they really don't do much for follow up, and I was somewhat surprised, somewhat not. 


I believe my follow-up with clients has helped me in my business, so I shared what I do, and here it is, taken directly from my post on LinkedIn:


"I send a thank you letter, addressing that I hope I've helped their X, Y, Z pains, encourage them to pass along my brochure/card to anyone they know that might also benefit from my services, and let them know of the discount I offer if they post a testimonial/review of their experience with me online--benefits us both, since a lot of my new clients comment on the reviews they read about me, and helps clients where the cost of massage is an issue to getting the care they need.

I still don't get massive referrals or testimonials, so I don't feel bad like I'm swaying my clients to post reviews online too much, but I can see that it certainly helps some clients stick around longer when they see that I genuinely appreciate their business.

In addition to the thank you letter to new clients, I then make some point of contact with them at 30 & 90 days, 6 & 9 months, annually from their first session, and send a birthday card (paper or e-). The annual and birthday points of contact will have some kind of special or discount in them also, but not the other times.

I find it's very helpful in establishing my reputation in the field, and in keeping my name and offering fresh in my clients' minds.

Also, when I don't see clients return within 3 months, I'll give them a call to check in and see how they're doing, in case they intended to get back in sooner and time got away from them, or if I oops-ed and didn't follow-up with them to make that appointment already. And again, that helps keep me fresh in their minds."


I was surprised and flattered by the response from another massage therapist in the group. Here's what Roy Alderman had to say:


"Rachel - WOW! You really go the extra mile & take professionalism to the next level. I wish you were MY massage therapist!"


And my reply:


"Thank you. I've had the idea of this plan in place for...a year, or maybe 2, but with my own time management issues, the actual follow-through of the plan didn't happen as consistently as I would've liked. I've now really cracked down on myself and am making this happen.

You mentioned a key word in your reply: professionalism. I love that. I don't want any of my clients having any doubt of what I do/don't do as a massage therapist, and by presenting myself with greater professionalism, I believe I make that clear. I also feel it is part of my duty to help educate my clients on how effective massage is--it's not just something to treat yourself to on your birthday, but if that's where they're at at this point in their lives, I start with them there, and hope with my continual contact, they will begin to hold a greater value and higher priority for getting massages more regularly also."




I hope this doesn't come off as an obnoxious toot of my own horn, but I admit, it feels really good to be acknowledged by the hard work I've put in outside of my massage room in building my business. My husband also gave me a fee-good compliment over the weekend when I told him about a friend of mine deciding to go to school to become a massage therapist, and my suggestion that she and I get together soon to chat. I would have loved to have a few more insights and resources made available to me before I started school. I do fully enjoy my career, but as I learned while in school, not everyone has a clear idea of the massage profession before starting school, and a few people in my class wound up wasting some time and money after learning the picture in their mind didn't really match up with real world possibilities.