Screening Clients Part 2

Even with the best screening possible, there are times when a client is skilled in the art of acting or subterfuge and a therapist will end up in a room with someone who is seeking sensual or sexual services. You may want to take a self defense class or Krav Maga just as a precaution if you will be doing outcalls.

If the client is overly aggressive, either physically or verbally, I tell new therapists, "The client is lying down naked on a table and you are fully clothed and standing, just walk out of the room". Leave your table, purse, and supplies in there. If you are in a hotel or spa, go get security. If you are at your home or an office, call the police and tell them you were harassed. If you are at the client's home, go to a neighbor or go to your car and call the police from your cell phone. Hopefully you will never have to go this far and a simple, "Please stop doing (or saying) that." will suffice, but it's always good to have a plan B, just in case you need it.

Even after all my years of screening and using my intuition, I had a client once ask me at the end of our session, "Is that all there is?" I simply answered, "Yes, please take your time getting dressed, I will wait outside." One of my friends (a professional dominatrix) suggested that I should have replied, "Well, I have a strap on, and for $500 more I can use it on you, and lube will be an additional $100, which you're probably going to want." I don't know if I would actually be able to say something like that if the situation ever arose again, but now I have a plan B ready.

Screening Clients

This post applies to the men and women who advertise and to the clients who call.

Ok, so now you have a free (yahoo's geocities) or low cost paid website (1 and 1), and you are listed in all the free directories. Hopefully now you are getting calls, and now it's time to learn about how to screen your potential clients.

Clients fall into several categories; the two main callers are those who are interested in a therapeutic massage, and those shopping for sensual services (e.g. sex). There are also callers who are merely calling to shop for a future possible appointment, and those who seek the least expensive service possible (sometimes in the hope of bribing the therapist to perform a sensual service).

For those interested in a therapeutic massage, they will get right to the point, asking about rates and available appointment times, sometimes asking about modalities offered. Those interested in sensual services will begin the conversation exactly the same way, but then they will ask about draping, special services, and/or specifically ask for erotic services. New therapists I have talked to have a hard time figuring out how to respond once the conversation goes outside their comfort zone. I always recommend that they say very simply, "I do not offer that kind of service, please call someone else." and hang up immediately. I remind them that just because someone calls you, it is not your obligation to talk to them if the conversation is not pleasant for you. A variation on this kind of caller is the one who calls asking for a lower rate than what you state and then offers you more to perform more services. The response to this type of caller is exactly the same, with the additional option of letting them know that "My service is strictly therapeutic at any price."

For the callers shopping for a future service, I advise patience and kindness because as annoying or time consuming as the call may seem, it may also be coming from a potential client who is as wary of you as you are of the calls you receive. There are many therapists who never answer their phones, who are rude or have a bad attitude towards callers who do not make an immediate appointment; they will never get the business of a new client who is checking on the level of professionalism and friendliness of their potential masseur or masseuse. One of my long term clients (4 years) called me three times before booking his first appointment with me because he was a massage virgin and wanted to make sure that I was consistently warm and professional whenever I answered my phone.

For clients seeking a lower priced massage simply because they can not afford you; if your rate is more than they can afford, offer them a referral to a massage school or a more inexpensive therapist. You can also offer a package discount if they purchase several massages from you (in advance) if you are so inclined.

All therapists have the right to refuse their services to anyone who makes them feel uncomfortable. The sign in restaurants that says "We reserve the right to refuse service." applies to therapists also. If I get a caller whose voice my intuition says is creepy, I will refuse the appointment, and I would advise all therapists to do the same. If you are unsure about a new client and you are going on an appointment, please call a friend before (with the client information) and after your appointment (to confirm that you are safe). Read the book Blink, which talks about assessing people and things in an instant.

Your intuition should always overrule your desire for dollars.

More Free Lisitings

Aside from the Google, Yahoo, and Yellow Pages directories, there are massage (and general business) directory sites which offer free listings.

Massage Anywhere is a massage directory so the only people listed or visiting are specifically looking for a massage; I do have a warning about listing here though because they accept therapists who offer "plus" services alongside the therapeutic services. One of my friends pulled her ad after she got tired of screening all the sensual calls. If you can handle call screening, then try this site, otherwise skip this one. Yes, even if you specify your massage is strictly therapeutic you will still get sensual calls, not only on this site but nearly all others (I'll write a post about screening clients soon).

The Rub Hub is also a free massage directory. It's new so doesn't have many listings yet, but it's always good to get onto all directories (especially if they are free) to get grandfathered into the system as it grows.

A general free listing for all businesses in Los Angeles is At LA. Because it is a general listing for all businesses, you get more competition for attention here, but it also has more reach.

Try them all and if you know of any other free listing services please comment or email me.

Free Directories

Whether you are searching for a new therapist or starting out as one, where do you go? Especially if you are new to town or have limited resources.

The first place I go to look for anything these days (like everyone else) is Google. Google has a directory which allows you to search for businesses locally; they are the new phone book for the cyber world. The nice thing for new therapists is that a listing is FREE. Just fill out the online form and wait for them to snail mail you a PIN confirmation number. Once you verify that you actually exist (through the USPS), they will list your business in their directory. The process takes a few weeks, but it is worth it. Yahoo has a similar service (although they get less hits than Google), and the Yellow Pages also provides a free listing that you must resubmit yearly. All the free listings are basic, so if you want better placements or if you want to add graphics, all the directories offer upgrades for a fee.

Find an LMT near you with a free online directory.

Diverse Clientele

The best advertising is referrals from other clients. I love meeting new people who share a common connection with me. The original concept behind facebook and myspace is to get people connected through social contacts; a friend of a friend easily becomes a new friend.

But even with the most well connected friendly people, most therapists but still reach out to new people to build a client base. It is important to get a diverse mix of clients. If the current financial crisis has taught us anything, it is that putting all your money into one area can have devastating consequences if that one area falters, as people who invested everything into real estate or into a Madoff fund have learned from their very expensive lessons. I had one client who was a stock broker, but since he was the only stock broker client I had, losing his business did not affect my business in the same way that it might have if all my clients had been in the financial service sector.

Diverse clients means they work in different industries, live in different areas, and have different interests, but share a common taste for massage. The areas and interests of your clients will bring new circles of referrals to you, and it is always fascinating to me to meet and learn about new things and places, even if you learn that you don't want to explore further (one of my clients came from Abu Dhabi, and I learned that I never want to visit that city).

Diversity can show you how we all share a common bond that transcends outward appearances, it can expand your mind and world in business and in life. Allow yourself to learn new things and respect other points of view. Do your best to meet a new person everyday; your world and your business will be richer for it.

Tipping

Today I will discuss tipping, the great, the bad, and everything in between.

As I wrote in an earlier post, if you ever use spa services, please TIP your therapist because their hourly rate is but a small fraction of the price the spa charges the client. I know most people don't know what a spa therapist makes (minimum wage to $60 and hour), so the fact that they don't tip may be due more to ignorance than to stinginess.

In EVERY circumstance where a therapist works on you it is ALWAYS a good idea to tip. Yes, even if the therapist is self-employed; he or she still has to buy all their equipment and supplies, pay all the licensing and business fees, drive to you, carry a table into your home, and do endless laundry.

How much is great? 100% is great, and yes several clients have tipped me 100% or more. What is average? 15-20% just like in restaurants. What is bad? 12% or less. What is the worst? No tip at all. Sometimes it's because the people receiving the service have never worked in a job that depended on tips, so they have no concept or compassion for those who do. Sometimes a client is simply stingy and selfishly trying to save a few dollars. I have actually had some people disappear into a bathroom to avoid giving me a tip.

Should everyone always tip? Not necessarily. If your therapist hurts you, does not show up on time, or does something you specifically said not to do, do not tip and tell the therapist why. Tips are for a job done proficiently, at the very least, and at the very best, done well.

Ironically the most difficult clients are usually also the stingiest. My celebrity clients are among the worst tippers; they are used to getting everything free and expect their mere presence to be their gift to you. Very wealthy people run the gamut from the very generous to the very stingy depending on whether their wealth was earned (generous) or inherited (stingy).

The best tippers are people who work or have worked for tips in their life; once you have had to survive on the kindness of strangers, you become a kind stranger.

Money is a currency reflecting of the amount of appreciation, respect, and kindness in any relationship, business or personal. People who are appreciative, respectful, and kind ALWAYS tip and tip generously. Those who lack those qualities in life also lack them in their relationships and tip poorly (or not at all). Therapists who lack those qualities will find their tips meager or nonexistent.

Whether you are a client or a therapist, improve the amount of appreciation and respect in your relationships with the other people, and money will reflect that improvement accordingly.

Insurance and Merchant Accounts

Today's post is all about business for therapists; massage clients, I'll write my next post for you.

Before therapist can begin working, many will require insurance. Even if a therapist works for an office or spa, some places require that they carry liability insurance. Basically this is in case a client sues you and protects you if you are working and your client slips and falls on an oil slick, breaking a leg. Some companies will include a free website as long as you pay your dues, so take advantage of the free advertising possibility if you don't already have a website.

If you are self-employed, you may also want to get a merchant account so you can accept credit cards and get check approvals. This helps when you advertise your services because accepting some form of payment other than cash is attractive to those who want to keep a paper trail and/or get mileage credit through their credit cards.

It's always a good idea to get all your tools in order before you start working; liability insurance and a merchant account are two basic starting points.

What are you worth?

Today's post is for therapists (or anyone who is self-employed) struggling with the issue of what rate to charge their clients.

Almost every new therapist I have ever talked to has had problems setting their rates. The main problem seems to be based on the fear that they will not get the clients they want if their rates are too high. I tell them, "You will not get the clients you want if your rates are too LOW." You will not get higher paying clients with discount rates because they will look at your rates and judge you unworthy or unqualified; your potential customers will always agree with what you believe you are worth, no matter how high or low.

So my first recommendation is to work on your beliefs. Are your thoughts based on fear? Do you fear that you will not have enough clients? Do you fear that clients can not afford you? Do you fear that you are not worthy of charging more? Do you fear that you will not know how to handle a successful business? If you answered yes to any or all of the above then your thoughts will create all that you fear (and more). Your fear factors will win if your rates are too low; you may get a good clientele base charging $30 per hour, but you will eventually burn out and quit, or you will hurt yourself (literally) doing so many massages in order to pay your bills, that you will be forced to retire.

So how do you set your rates higher? Your rates are a reflection of the beliefs you hold about 1) your self worth, 2) your self worth, and 3) your self worth. When I first started in 2002, my rate was about half of what it is today; my rate is just one reflection of how much I have grown.

So how do you change your fears to possibilities that feed you instead of feeding on you? Imagine your ideal scenario. What would it look like to have the perfect business? How would you feel? Elaborate on what you would ideally do on a daily basis. Focus your energy on feeling happy and well fed by your business. If you could have as many or few clients as you wished what would that number be? If you could charge anything you wished for your services, what would that number be? Allow for more than what you imagine by adding the thought "or better" to the scenarios you choose. What kind of work and location would you prefer? What styles of bodywork would you prefer to perform? Would you prefer to work on people to relieve their pain or pamper them? Every nuance and description helps create what you wish. Read Ask and It Is Given and think of your intention and ideal scene everyday.

Business is only one manifestation of life. Are you someone who knows how to handle money well enough to have a cushion in savings and no debt? Do you handle relationships well enough to have many friends and few enemies? Are you responsible enough to tell the truth and keep your commitments? Are your actions and intentions in alignment (i.e. do you do what you say)? Are you happy with your life?

You really do get what you ask for in life. Set your rates by adding value to yourself and by setting all areas of your life in order. Massage rates in Los Angeles fluctuate between $30-$300. Choose a rate that would make you happy; any limits are self imposed. I have heard of one therapist who does not set a rate and allows everyone to pay according to what they think the session was worth to them and what they can afford; some of his clients are pro bono, but others pay him$1000 a session. It takes confidence and courage to so what he does, but it also shows that you always get what you are worth in the balance.

Whatever you choose to do, do it with the intention for happiness, instead of out of fear for the worst.

Budgeting & Self-Employment

Because I have been self employed for so much of my life, I was already prepared for the highs and lows of working for myself. As in any self-employment situation, you MUST be comfortable living with an income that fluctuates. If you are used to a steady income or want one, then find work in another field with a fixed income, because in a massage context, even working for a spa is a variable income situation. As in any start up situation, it will take some time to build your business and you must have either another source of income or a trust fund to sustain yourself in the meantime. Most people keep their "day jobs" or spa jobs until they grow their massage clientele base enough to cover their basic expenses.

I had to learn how to budget my money and time. I had to learn where to invest for the best return. Accepting a low paying client may be worth it if that client can refer more business to me, but may not be worth it if the time working with that client is taking me away from better paying clients. How did I know know which was which? I set up a time limit to my "introductory" rate which expired unless I got at least one paid referral.

I'll discuss how I set my rates in another post, but this is a good place to mention that if you are a newly self-employed therapist, you should always set up the new referred client at a higher rate (at least $5-$10 more per hour) so that your rates continue to inch up with new business; your original client will feel like they are getting a deal (they are).

I save at least 10-15% in a business savings account and put at least 20-30% into a business checking account to pay for my self-employment taxes, licensing fees, and credential renewals. Yes, all this adds up to about 50% of what I make, which is exactly why it takes time to build a rate and clientele base to a point that will sustain a comfortable lifestyle (comfort to me is being able to pay all my bills with a nice sum leftover to put into savings and play).

Are you a new therapist who is able to budget, comfortable with a fluctuating income, and excited about working for yourself? Read tomorrow's post about setting your rates.

Self Employment or Spa Employment?

Almost everyone gets their first massage at a spa; my first professional massage was at a spa in Calistoga (wine country) back in 1978. Spas provide an "official" environment for therapeutic massage, usually with the added amenities of a steam, sauna and some nice cucumber water. So why would anyone want to work for themselves? Why would anyone want to get a massage outside of a spa?

Ah Grasshopper, you have much to learn....

Spas, gyms, or medical offices (I have worked in all three environments) are usually the starting point for new massage school graduates because they provide what is basically a continuing education course. Think of spas as graduate schools for massage therapists; the students now have some knowledge and skill, but not necessarily experience in the working world. Another practical consideration for many newly graduated students is that the spa provides massage equipment and supplies (a good massage table costs about $1000), a room to work, advertising, and administrative functions that many new therapists can not afford or know how to handle. Providing all this costs money, and that money is taken from the prices charged for services (along with a hefty profit for the spa owner) before the therapist gets paid. Therapists at a spa make anywhere from minimum wage to $60 an hour plus tips. Yes, therapists only take home 15-50% of what the public pays at a spa. Since some spas only pay minimum wage, please TIP the overworked and underpaid therapist who works on you (I will cover tipping in another post). My first job out of massage school was at a high end spa where I made $60 an hour plus tips, but after my shift I would go home and literally lay on the floor completely exhausted after putting in 22 hours over 3 days. One day at the spa I did 8.5 hours of massage without so much as a meal break; I knew that my body and spirit would not be able to endure that pace for long.

After a stint in a spa honing their skills and knowledge, most therapists who have some talent, courage, intelligence, and business sense, become self-employed. The advantages are numerous, first and foremost being the ability to decide and control the hours, location, style, clients, and money aspects of the business. Having all these choices is overwhelming to some people and they are happy staying in the spa environment. Some people have no skill or talent for business and are better off staying in a controlled environment; I have met therapists who prefer a structured workplace and are willing to pay for it (literally).

What do clients get from a self-employed therapist? Usually someone who has worked less than 6 or 8 hours that day, so he or she has more energy for your needs. Clients also get someone who is happier, which is priceless when hiring someone who works so intimately with your body and energy, as anyone who has ever had a stressed, robotic or lazy spa massage already knows; one of my friends said she got a stone massage at a spa where the therapist literally left the room for the entire session after placing the stones on her. A self-employed therapist can take more time to prolong a session to target a problem area, and can reschedule to accommodate an emergency pain relief session (try doing that at a spa). Most self-employed therapists have more skills or talent or both simply because to become self-employed, and to do it successfully, it takes both.

Sometimes it takes doing something to know you don't want to do it anymore. My experience working for other people taught me that I wanted to work for myself because I am the best employer for my services.

Why Work Legally?

I had to do legal and administrative homework to become a licensed massage therapist. Of course many therapists work illegally all over the world without any legal status, but I did not want to be one of them. I went to school, took a written and practical test, got a doctor's note (yes really), got fingerprinted and had the Department of Justice do a background check (yes really), and paid over $300 a year in fees for permits and licenses.

I went through all the hassles and expenses of becoming a legally employed therapist for the simple reason that I like living an easy life. I did it all for the same reason I always put change into a parking meter; I would rather pay a small amount to have ease of mind, rather than risk paying a fine that is ten times more expensive than the fee, all the while feeling stressed as I worry about getting caught trying to work outside the system.

Those who work outside the system range from the terrible and untrained, to the expert and educated who do not have the money, perseverance, or time to go through the legal process; an unlicensed practitioner may be an unskilled illegal immigrant who is desperate to earn money, or an out of state licensed expert who does not want to redo all the schooling and permits to work in this state (New York State requires nearly 10 times more training than some Californian cities require). Even within the state of California, every city has its' own licensing fees and requirements, so a legal therapist in San Francisco may be illegal in Los Angeles and visa versa; I turned down one job offer because the place was located one block outside my city licensed area! A massage license is like a medical or legal license, passing the requirements in one state (or city or county) does not necessarily transfer your credentials or legality. Some states recognize a nationwide certification, but California is not one of them.

The State of California is changing its' massage laws this year so everyone who is legally working as a massage therapist now in the state of California will have the option of joining the statewide certification in September of 2009.

Peace of mind has a price, for me to become a legal massage therapist, the price was $300.

Confessions of a Masseuse

Welcome to my new Blog!

I've been self-employed most of my life in many diverse fields ranging from auto sales to librarian, with some time spent working as a mime, at Club Med in Tahiti, and in security software development. You name a job, and I have probably done it or will soon!

I've been asked by several people to mentor them or give presentations on my experiences in my latest career as a massage therapist, so I decided to share my life and lessons in a blog to help other therapists build their businesses while saving their sanity, and to give clients some insight into what it's like to work with them.

Think of this blog as "The Confessions of a Masseuse".