A client called and said she was having a problem with our online booking program. I said I would be glad to book her appointment but, I would really like to know what problem she was having so I could get it fixed. She said she couldn’t find the menu.
Inner Monologue: I really do not like this trend of Massage Therapy businesses and Spas grabbing on to the term “Menu”. Maybe it is just my husband and I that don’t care for it.
I explained that she could book online and all she needed to do was choose how long of a session she would like and who she would like it with. She said she wasn’t certain because she didn’t know what kind of massage we did because we didn’t have a menu.
I directed her to click the About Us button and that she could see some of the things we specialize in there. And I asked her if there was a specific technique or menu item she was looking for. She said she didn’t really know. So, I asked her why she wanted to get a massage. She said she had plantar fasciitis. I assured her that both of us were quite familiar with that and would be able to address it and relieve her pain. Then she asked why don’t you put that on your menu?
Inner Monologue: That would be ridiculous! It would be a very long menu list of specific complaints that would be completely inefficient for client scheduling.
I explained that our practice is evidence and outcome based as well was client centered. This means our practice is founded on ideas and principles supported by evidence. We focus our work on specific pathologies, do assessments and utilize measurements when appropriate and have set goals to achieve with the client. The way this happens is that the client schedules and pays for the time. The therapist will design/develop the session and may do a variety of different techniques to achieve the goal. Being a client centered practice means you, The Client is the key and the focus. We will listen and facilitate, we will work with you and together we will achieve the goal(s) and or expectation(s) you have for the session.
She said she couldn’t imagine how that would work because we didn’t know her and didn’t know what was going on with her feet.I told her that was why we had a client intake form and that her therapist would take some time before the session to get to know her, make certain she is comfortable with her therapist, and find out what was going on with her feet before the session.
She said Okay, but what if I need something special, like trigger point or something, how much more will that cost?
Inner Monologue: I really don’t know how to even work with the concept. Do therapists actually have people on tables and tell them it will be $10 more dollars to go deeper because that is deep tissue or there is a trigger point there they need to address? Do they tell people that they need to just schedule another session of the more expensive kind next time?
I told her that there would never be any additional charge, regardless what technique or modality we utilized to help her. The only thing we ever charge for is an appointment time and we do not want that to be any longer than necessary.
She said that was different and assured me she could schedule online now. I thanked her and said that we would look forward to meeting her.
Inner Monologue: Sometimes I think clients would like us to be more like plumbers. No one cares what technique or modality the plumber does. They just want it fixed. Now. Many times clients do not care how many initials are at the end after the name or what things people are certified in. Some of them haven’t a clue what most of these certifications and techniques are anyway. Clients just want to know that you can help them. They need to be assured you are familiar with their pain or problem and that you are committed to work with them and be their therapist.
Your body is our business and we are serious and professional about this. Our online scheduling is not broke, we don’t have a menu per se, just schedule click here to schedule your time, with your therapist and we will look forward to working with you and helping you feel better. Please feel free to give us a call if you would like to book an appointment or have any questions 610-933-3666 or 610-906-2322
If you want to see a great menu check out Majolica, it is my brother-in-law Andrew’s place on Bridge Street and their menu is fabulous!