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    Gaining and Retaining Massage Clients: Eliciting Emotional Responses

    Friday, January 3rd, 2014

    Gaining and Retaining Massage Clients: Eliciting Emotional Responses

    By Angie Patrick

    Humans are emotional creatures. This is neither good nor bad. It simply is.

    We are wired to respond to situations, stimulation, sensory input and vocalizations in an emotional and sometimes even subliminal manner. Loud noises startle us and make us wary of danger, the smell of bacon makes us hungry, the sight of beauty can make us weep, and watching a puppy’s antics can make us laugh. Whether we want it to be or not, our entire response to the world is highly weighted on emotion. Once you understand this basic fact and embrace this as truth, it makes interaction and involvement with others more easily managed.

    Business and marketing professionals bank on emotional responses from their clients in order to gain a stronger bond with their prospect. Banks and law firms often employ the use of blues and greens in their advertising to instill a sense of professionalism and strength. Fast food places focus on red and yellow hues to remind you of catsup and mustard, all with the idea of making you hungry. The same can be said of spas, as purple and violet hues, along with other soft or earthly colors, are used in the hopes of putting you in a peaceful state of mind and one that promotes being grounded, centered and relaxed. While not overt, the use of color can trigger emotional responses in us that can help sway our thinking to the mindset of the marketer, making their message more easily received and understood.

    Just as sight is a sensory input that can trigger emotional responses, so is scent. Have you driven by a steakhouse or other food establishment and smelled the delicious aromas coming out of the stacks atop the building? I would bet smelling these scents immediately makes you think of the food you smell and entices you to treat yourself to their wares. Have you ever stood in the shampoo aisle of the store and opened the top of the bottle to smell the product before you purchase? Have you ever returned one quickly to the shelf because it was unappealing, while lingering over a bottle that you found pleasing? If shopping with another, did you offer the pleasing smelling bottle to your companion to also smell to gain their insight and opinion? It is likely you do the same sharing mechanism with food you enjoy as well, offering your companion a taste of something you have that has brought your senses pleasure and provides a happy emotion. We share what we love, and that which brings us joy. Be it knowingly or subliminal, what we experience as soothing, pleasing, or enhancing our positive emotions is something we will share with those who are important to us.

    So, understanding the basic need for humans to be impacted emotionally in a positive way in order for us to be satisfied and share our findings with others, it makes sense for us to examine our practice and surroundings to see what we offer and work to make the experience one that will be remembered and recommended to others. I encourage you to take a few minutes and consider the following as a means to understand how what you do, how you present and how your interactions can evoke emotional responses, and help gain and retain clients.

    Whether you have a brick and mortar location, a rented space or are a mobile therapist, you bring to the table a palette of color and an array of scent opportunity that can set the mood for your services. Depending on the impression you wish to leave with your client with your hands on skills, you can also add visual and olfactory stimulus to add emphasis and help make your clients experience a deeper, richer one. While we are each individuals and each have our own style, it makes sense to help reinforce the positive emotions felt by your client by utilizing a few additions to your marketing and regular treatment.

    Consider your business cards. Do they send the message you would like your clients to know about you without reading any of the text? In other words, are your business cards an accurate depiction of the feelings your services provide? I once received a business card from a therapist that was black, with red writing and red tribal art. My first thought was this was a card for a tattoo artist or musician. These colors evoked that mental image for me and the use of tribal art was reminiscent of a tattoo and the all black card and red font reminded me of rock and roll. The therapist was actually a mobile therapist, focusing on relaxation and chair massage. And while the card was indeed attractive, nothing about it spoke to the business or the care the therapist would provide. In the mind of the client, or prospective client, this impression can be a lasting one and when the need arises for a massage they may not correlate your name and business to the need, as it may not be in sync with their visual and emotional expectations. I am not saying to copy everyone else, I advocate your individualism. However, if you are working to build a clientele of people who will be interested in what you do and call you when they have a need, then being synchronous with your visuals and your services makes sense.

    So how about your treatment room? What message are you sending with your décor? Consider the colors you use and the way your room smells. Let’s take the example from the above card and extrapolate that to the treatment room. With the marketing tool I was given by this therapist, I would envision a dark treatment room, dark linens and a bit of a vampire feel. Not really the feeling I would want when going to a therapist for stress management and relaxation. While the services of this therapist may be absolutely nothing of the sort, mentally I already see this image and will likely not choose to call upon them for my needs. In my mind, and certainly in the minds of other consumers, softer colors and soothing scents are what they often think of when they think of stress relief. Make sure your surroundings, whether they are static or brought along for the ride, are consistent with your treatment.

    Bring soothing colors into your space by thinking about how they make you feel when you see them. While you may adore the latest shade of passion-neon-pink, jarring or unusual colors may create a negative mental check mark in the checklist of your clients mind. Keep in mind, soft palettes of color help sooth the mind and firm colors such as blues, greens and whites often create a more clinical feeling. Soft, earthy tones such as browns, beige, plum, slate, sage and taupe are wonderful neutrals that can work in any space, as they lend themselves easily to any services.

    Creating a space and environment that enhances your treatment can include the sense of smell. Have you taken a good sniff of your linens? Do they smell fresh and clean or do they have a faint smell of old oil? Try hard to be objective, as the client’s sense of smell regarding your linens will likely be more acute than your own, as they are not in contact with your linens as much as you are. We can grow accustomed to a scent and even become immune to the objection as a direct result of familiarity. If your linens have become a bit less than enchanting, wash them with enzyme rich detergent designed for oil removal. If this is still not enough, invest in new linens. Your client will be enrobed in your linens, and anything less than a comforting and cocooning experience will leave a negative impression. You work too hard to have your client be put off by this highly correctable issue.

    Consider the massage lubricants you use and whether aromatherapy may be of benefit. Essential oils are a powerful tool in bringing about the desired emotion within your client. Floral and soft, woodsy and earthy, clean and crisp, or citrus inspired, each can help you set a tone and feel for the treatment while helping to quiet the mind and stresses of your client. Think of your desired outcome and then set the tone by using sensory stimuli to help evoke this desired response. Just as a realtor stages a home, even going so far as to bake cookies during the open house to make people think of “home” and “family,” you can use the tools in your arsenal to help direct the client toward a mindset that will enable your treatment to have greater impact and a lasting positive emotion.

    In total, the most important way you can encourage a client to return is to be an educated and capable therapist. Also take into consideration how what you do, offer and provide makes them feel. Consider how what they see and experience inside and outside your treatment impacts them emotionally and work to make those feelings be those of enjoyment, ease and success. When we feel good about something, we share the information with others, and return for more of what makes us happy. This can mean repeat clients and referrals which can bring you great rewards, both financially and emotionally. After all, who would refuse happy, returning clients who send their friends and family to you, too? In this scenario, everyone is happy!  View more of Angie Patrick’s articles at Massage Today.

     

    At MassageWarehouse.com, massage therapist enjoy a one-stop shop for professional quality massage products at the lowest prices available.  Rely on Massage Warehouse massage therapy supply and equipment needs.  MassageWarehouse carries many brands including Earthlite, Bon Vital, Oakworks, Soothing touch, Biofreeze, Stronglite, Biotone and many more

     

    Your Massage and Spa Business on a Budget

    Friday, December 13th, 2013

    Your Massage and Spa Business on a Budget
    Smart shopping will allow you to grow your business while sticking to your budget!

    Shop Massage Supplies Sale Items
    When stocking up on supplies, start with the sale items. You may be surprised with how much of your supply needs you can find at a discount!

    Buy in Bulk for Massage Lubricants
    If you find yourself purchasing the same products every week, you can save big time by buying larger sizes or stocking up with larger quantites! Did you know many of our lubricants are available in 5 gallon pails?

    Explore Massage Supply and Equipment Packages
    Whether you’re looking for new equipment to expand your business or you just need to refresh your table linens, there are several opportunities to save with bundled packages!

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    At MassageWarehouse.com, massage therapist enjoy a one-stop shop for professional quality massage products at the lowest prices available.  Rely on Massage Warehouse massage therapy supply and equipment needs.  MassageWarehouse carries many brands including Earthlite, Bon Vital, Oakworks, Soothing touch, Biofreeze, Stronglite, Biotone and many more

    American Massage Conference

    Monday, June 6th, 2011

    In The Afterglow…

    By Angie Patrick

    Two weeks after the first ever American Massage Conference, and I am still trying to wrap my mind around what happened last week!

    In Atlanta, Georgia, there was a shift…A shift in thinking, a shift in doing, a shift in energy, and a shift in being. The weekend was filled with amazing education with classrooms at standing room only capacity, and educators that are rock stars in their field.
    The energy of the event was high, and filled with unity and camaraderie unlike anything I had been part of before. The sense of community was palpable in the air, and people took time to share of themselves with one another.

    I think this is in part because of the strength of social media, and the need for people to interact not only online, but in person. The Friday Facebook Pirate Party, hosted by our Beloved Cap’n Phil Mattison, and sponsored by Core Products and Tom Heidenberger of Bon Vital was the talk of the show! People who are “friends” on Facebook had a great opportunity to network and meet face to face many the people they know and follow in the industry. There were prizes, contests, give aways, and more, and it was one of the many shining highlights of the show. For me, this event brought into clear perspective the need we all have to be among peers, despite differences in opinion, belief, philosophy, economic standing, or any other thing that can divide us. At this party, we were all “friends”, whether we had ever met in person before or not.

    This speaks to the human desire to be a part of something; something bigger than just themselves. It is to be part of ONE in which we all belong. We are ONE community, working to make the world a closer, more united body. We are here to preserve that which is precious. This includes many things, but focuses on our planet, our community, our industry, interpersonal relationships and our humanity.

    All of the event sponsors, educators, vendors, attendees and volunteers have my unending thanks for rolling the dice on a new concept in conferencing. The ONE Concept Conferencing methodology, being an untried model, could have had some interesting reception in the community. To be the “FIRST” to do anything is both brave and foolish… but in order to accomplish a thing, someone has to go first. THANK YOU for seeing the value in the concept and for being supporters of our first volley. It is because of YOU that YOUR conference was a success with the following being our final breakdown of attendance.

    The numbers are IN…..1615

    838 Paid registrants
    149 Volunteers
    266 student registrations
    212 Vendors/Presenters/Staff
    150 (app) unregistered walk ins

    So with these results I think it is important to let you know we also hit the demographic we hoped to reach. Through the amazing marketing efforts of MPA Media, the ABMP, Massage Warehouse, our Educators and the AMC, we were able to draw significant numbers of people who had never experienced a trade show before, and who were new to our massage community. This gave them an opportunity to see what the market and community can offer them, and it gave vendors an opportunity to reach brand new potential clients. This is a wheel that continually turns, and bringing the newest members of our massage community to the AMC was one of our goals.

    Plans are already in the works for our SAN DIEGO event, April 20-22, 2012 at the Town and Country Resort. You can expect more incredible networking opportunities, more stellar education, more fun, more fellowship, and more surprises!

    Thank you for making this event so memorable, and we are ready for round two!!!

    Other articles on Massage Today.