Setting expectations

Overview of setting expectations: Helping your clients understand what you do well

There are a lot of different people out there who offer massage, which makes clients really confused about what to expect when they show up to your table. Should they stay clothed? Disrobe? Remove undergarments? Expect oil? Lotion? Talk to you? Lie quietly? Fall asleep? Move actively? Expect long strokes? Have someone walk on their back?

All these questions can create anxiety—and anxiety isn’t what anyone wants to associate with massage.

Instead, helping clients understand what you do, how it works, and what they can expect will allow them to relax and you to give them the gift of a terrific massage.

Goals

Clearly communicate your approach to massage and your norms

1. Clearly present services offered and approach to care to help you book those looking for your services
2. Remind clients what they should expect prior to their visit
3. Post helpful reminders in the office or studio (if possible)

Toolkit

• Communication: Help clients understand what you do, what it looks like, and how you work
• Association: Your setting (both online and offline) will attract specific types of people and conjure up certain types of associations. Make them positive!
• Messaging: Use simple, clear language that normal people can understand
Example Resources
• Online profile: Be specific. Help clients understand their choices and what they mean.
• Reviews/Endorsements: Ask customers about certain parts of the visit. If there are particular things they really like, ask them to mention it in a review
• Message boards/forums: Communicate with the public in forums where you can reduce misconceptions and promote accurate information about what you do.