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.

Non-Verbal Communication

This is one of those thoughts that comes up in my mind during almost every massage, and that I repeatedly forget about when the time comes to write a blog. Well, at long last, here it is! 

Non-verbal communication is what I depend on for a large percentage of massages I give. Here are some signs that I pick up on, and my interpretation of what they might mean to you, the client. PLEASE tell me if my interpretations are wrong, as I do use this information to guide the session. If I'm reading your signals wrong, I won't be giving you what you want, and that will make for a less than 100% satisfaction for you when we're done. 

Breath/Breathing

This is a hugely important strategy that you can use. A stand-alone deep sigh can mean you're finally beginning to relax. It might also mean I might need to back off from the intensity or the area that I've been working at. You can also sync your breath to the work I'm doing, so that you breathe in while I'm getting to the tight/tense/trouble spot, and then exhale as I zone-in and hold that spot. When I can sense you are doing this is one of my favorite things about giving massages. It means you and I are working together on this issue you have, and when we do that, you'll get the results you're after even faster. Here's what you need to know about this process: When I'm zoning-in on that spot, sometimes I need to hold into it longer than your breath cycle. For those times, I will ease up my pressure a little for you to inhale, and then I'll sink back into it as you exhale again.

Fidgeting or Flinching

You might fidget if the pressure is too much, or if I'm haven't found the right spot. A flinch might mean you're beginning to doze off and catch yourself, so you're alert again. You might also flinch if I've hit a nerve or an exceptionally tight band of muscle tissue. Depending on what my senses are telling me, I will probably check in with you to make sure you're okay. This is your opportunity to steer me back on track, tell me to lighten up or dig in deeper. Take advantage of this invitation to get what you want from your massage.

"Helping" 

This one tells me that you are not relaxed. Pretty much the only time I really need you to help is to lift your feet or knees so that I can move the bolster under them or take it out. I can usually get the leg drape without help, though lifting your leg is helpful if your skin has lost elasticity, and you NOT lifting your leg might result in me inadvertently pinching your skin as I try to tuck in the sheet. I'm working on improving that anyway. Those without skin elasticity concerns who do lift their leg make me nervous, that I might reach somewhere I don't intend when I tuck the sheet under your thigh. :-/

Holding

Holding also tells me you are not relaxed. I know sometimes it can be very difficult to relax. If you're getting your very first massage, or if it's been a very long time since your last massage can make it more difficult to relax--when you aren't really sure what to expect next. If you are one of those people who just have a hard time relaxing period, here's what you can do: Focus on your breathing, counting up to 8 while you breathe in, and then back down to zero as you exhale. It's good to take a pause between your exhale and inhale too. Another alternative to help relax is to really focus on what my hands are doing, specifically, how your body feels as I work on you.

Resisting

Resisting is a spin-off of holding. You might resist me as your body's way to protect itself if an area is particularly tight or sensitive. Some resistance can be prevented by me clearly communicating with you on what to expect, but other times, it's just your body's instinctive response. What can you do? For the former, I may give you a little wiggle or try to move your body in a way that distracts your mind from trying to anticipate what I'm doing. For the latter, get into your breath. Exhale as I'm working through that area of tension. 




Are you surprised by how much information I gather without you saying anything? I am quite fascinated by body language and am eager to learn more about it. These are the most prominent methods of non-verbal communication that I use and pick up on during sessions. As a client, do you try to communicate other ways with me that are not listed here? Let's talk about it, I'd love to learn what else I should be looking out for in my clients. 

On My Mind...

My posts may begin to have new topics coming soon. I've pretty much blogged about every product and service I offer, and I don't do a whole lot of cooking, so I often forget to find one new recipe a month--my family and I have taken to eating huge, delicious green salads during the week (because I work in the evening and can't make us dinner), and then save our "special" dinners for the weekends. 

In this post, I'd just like to take a minute to share some things that have been on my mind recently. I don't intend this to be a rant, but an opportunity to shed some light on recent happenings. If you are reading this, please jump in and make this a conversation. I'm glad to know people are reading my posts on my Facebook page, and would really like to share more interaction within those posts and these.

You may have seen my post on my Facebook page about last minute cancellations. In the past few months, it seems I've had a huge spike in the number of last minute cancellations and even a couple no-call, no-shows. I think I've been fairly flexible and understanding about people's reasons, when they are able to give me one, but I'm beginning to feel like I've either been TOO flexible about my cancellation policy, or that people are just out right abusing my time. In either case, I'm committing myself to firm up on this issue. I don't mean to scare anyone away, because my good clients are REALLY good clients, and I appreciate them tremendously. Many businesses operate with a cancellation policy, and many who work in such businesses do so as employees, who still get paid whether their clients schedule or show up for their appointments or not. In my business, I am not paid unless I see clients on the table. Period. If you have scheduled an appointment with me, that means I have reserved that time FOR YOU, not anyone else. When clients cancel their appointments with less than 24 hours notice, it's much more difficult to refill that reservation of my time, my income, and is completely impossible when clients neither call nor show up for their appointments. 

As is the case for many people who work, I put effort in just to BE there for your appointments. Sometimes that means arranging to have a babysitter for my kids, for me to walk about 2.5 miles to get to the office (we are a one-car family), taking time to bring clean sheets to the office earlier in the day--knowing that I won't be able to carry them with me when it's time for me to walk to work later in the day. Not only these reasons, but I often get phone calls from potential new clients looking for same-day appointments that I could have booked with them, had I known sooner that a scheduled appointment later would go empty. 

If you are unable to keep your appointments, provide at least 24 hours notice. Less than 24 hours notice will result in a $25 cancellation fee. A no-call, no-show will be billed for the full amount of their scheduled appointment. You are welcome and encouraged to send someone else in to take your appointment and avoid the cancellation fee when you are unable to provide 24 hours notice to me.

We're hardly a week into March, and I'm already anxiously looking forward to April. This month holds my oldest son's birthday, and the anniversary of us buying our house. Should be celebratory, but unfortunately, it's not feeling much like celebrating this first week. Someone my husband and I know died very unexpectedly on March 1. She was about my age, leaving behind a husband and 3 year old son. We weren't close, but our similarities made this strike a nerve in me that I still can't quite explain. In the days following that, two other friends of mine have lost someone in their family, and a client of mine is also approaching a loss as well. I guess the "calluses" I developed in my 4-5 years working in assisted living and Alzheimer's care facilities have softened, because this has been a rough week! I leave my emotions at the door when I'm at work, but they do come back outside of that. My emotional energy is feeling low. I know this doesn't go on forever, I'm just not used to grieving. My energy will be back soon.

Please take a minute to comment. Page views without any commentary feels kinda like I'm being stalked! ;) Come on out and play, lurkers! :)