How to Lose Clients and Alienate People

Massage software with online scheduling

Don't you just hate it when your schedule is full of clients and you're in demand?

Here's a quick tutorial on how to thin out your schedule so those pesky clients will leave you alone.

1. When a client asks for deep tissue. give them reiki.  Or, when they ask for a relaxing Swedish massage, try for "death by effleurage".
2. Keep your massage room at a refreshing 64 degrees.  (this will feel especially great on bare skin with some cold massage cream.)
3. Talk non-stop through their massage.  Especially if your client seems to keep their answers short and doesn't engage in conversation - take this as a que to talk more about your life.  Throw in as much drama as you can for entertainment's sake.
4. Talk about hot-button topics like religion and politics.  (First, feel out the situation and make sure your client has strongly opposing views to your own.)
5. Notice the non-verbal clues that you are using too much pressure.  Do not adjust your technique.
6. Gossip about your other clients.
7. Call up clients and tell them in detail that it's an emergency they make an appointment, because you need some quick cash to bail your boyfriend out of jail.
8. Constantly reschedule their appointments on a whim.
9. Take about 3 days to return phone calls and emails.
10. Enjoy an aromatic lunch right before your client shows up for their massage.  (Think tuna fish, popcorn, fried chicken, etc.)

Hard to believe?  I've actually had all of these things happen to me as a client.  Some were experiences with other personal businesses, not massage - but they did all happen, nonetheless.  

OK, so... *disclaimer alert : I don't actually want you to do these things.  

Oh, and?  Dump that boyfriend.  You deserve better.  Trust me on this one.

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. 

She continues to operate her own private massage practice of 13 years, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

Accepting Credit Cards to Increase Your Massage Business

Are you accepting credit cards in your massage practice yet?  If not, you should be.

There are many benefits to accepting credit cards.  It’s a known fact that people will spend more when they can use credit cards.  There are also several other advantages for your massage business.

I’ve heard many therapists express concern over the fees associated with processing credit cards.  The pros far outweigh the cons, in my opinion.  The processing fees are simply a cost of doing business.  You’re offering your clients a convenience.  Don’t look at the fees as money you’re losing, because you’ll likely reap many other benefits of accepting credit cards - including making more money. 

Consider the gains:

●      Improved professional appearance. Accepting credit cards legitimizes you as a professional and helps to build trust.

●      Convenience to your clients. It’s important to make it as easy as possible for clients to pay you. They will love the flexibility of being able to pay with credit cards.

●      Lower risk (checks can take days to clear - or NOT clear - and the risk is on you.   Credit cards get accepted or declined immediately).

●      Higher sales.  Not only will clients get massages more often and likely tip more, but also buy gift certificates, packages, and products.  Credit cards increase impulse purchases.

Also keep in mind that many clients use debit cards for everything.  Just because someone is using a card doesn’t mean they are using credit or spending money they don’t actually have.  (In case this is a concern for some therapists.)

According to Visa, over the past 10 years, people's use of electronic payments like credit cards and debit cards has increased by 400%.

A lot of credit card programs offer cash-back or other incentives for every dollar that a consumer charges to their card.  People who are enrolled in rewards programs will go out of their way to pay by credit card in order to accumulate rewards.

It’s easier than ever to accept credit cards.  With companies like Square and Intuit, you can get setup for free and be ready to swipe cards within a couple of days with nothing more than a smartphone or tablet.

Do you have a concern about accepting credit cards that I didn’t address here?  Leave a comment and we can discuss your concerns in another blog post.

Do you already accept credit cards?  What are other benefits that you’ve noticed in your own massage business?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling.
She continues to operate her own private massage practice of 13 years, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

photo credit:
 Idea go / FreeDigitalPhotos.net

When Good Websites Go Bad / Part 1

You can have a beautiful design to your website, but if you do the following with content - you might have a website that has gone bad.

The following is a list of common mistakes.  Berin Iwlew (co-owner and chief software architect of Bodywork Buddy) has also weighed in on this article, as he is the web expert.  Me?  I'm no web expert, but the following are annoying at best - for any visitor to a website.

• Each page is a "wall of text".  Especially the home page.  There's so much text that after one glance, visitors are instantly overwhelmed and don't bother reading any of it.
• There are no pictures or anything visually pleasing.
• Stolen pictures or content from other sites.
• Not only someone else's pictures, they're hot-linked.  Don't think this will go unnoticed.
• No call to action to visitors.
• 50 different fonts.  And font sizes.  And colors.
• Talking flash graphics, pop-ups, or the windows that pop-up behind the browser.  Or pop-ups that prevent visitors from leaving the site.
• Same content and look since 2008.  The site is never updated.

Salvatore Vuono / FreeDigitalPhotos.net

Unfortunately, with the popularity of CMS sites (content management systems) it's waaaaay too easy for people to turn a basic site into a train wreck.  But you don't need to be a web designer to avoid these common mistakes.

Stay tuned for part 2 of this post which will detail how to remedy these mistakes and get the most out of your massage business website.

What other traits do you think make a less-than-effective (ahem...Bad) website?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. She continues to operate her own private massage practice of 13 years, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

7 Habits of Highly Successful Massage Therapists

1. They are dependable.  They aren't flaky with their work schedule.  They commit their time to their business just as if they were working a 9-5 job (not necessarily those hours, of course).  But they keep a consistent work schedule, and they don't cancel because it's a sunny day and they'd rather be gardening.  They only reschedule in the event of illness or emergency.  They are their own boss, and they ACT like a boss by making attendance at their job a priority.
   
   
2. They continue their education.
   
   
3. They value themselves and understand that they can't help ANYBODY if they can't even pay their own bills.  They charge accordingly.
   
   
4. They are open to feedback and take it as constructive criticism - and then act to make the needed improvements.
   
   
5. They have a niche market.
   
   
6. They continually work on marketing their massage business.
   
   
7. They realize there is enough business for everyone.  They see opportunities for learning from other MT's and embrace a network of colleagues - rather than get competitive and territorial.

Of course, the list doesn't have to stop at 7... what do you feel are some other habits of successful massage therapists?

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. She continues to operate her own private massage practice since 1999.  www.BodyworkBuddy.com

How to be a Stressed Out Mess at Tax Time

As a follow up to my post yesterday on "Getting Organized for Tax Time", here's a few tips for those of you that prefer to be more "free spirited".

ddpavumba / FreeDigitalPhotos.net

• Don't use any type of bookkeeping system for your massage business.
• Randomly scatter any business related receipts throughout your office, home, purse, and car.  Then host an annual "receipt hunt" and invite friends & family to join in.
• Make business purchases with several different credit cards, debit cards, sometimes with cash, other times checks - including personal checks.  And don't keep track of any of it.
• Wait until the end of the year to tally up income from massage sessions. Or better yet, wait until April 14th.  Or even better?  Just guestimate your income.
• Don't keep copies of tax returns from previous years.
• Don't consult with a professional.  Decide to do this all yourself - even though you're a massage therapist, NOT an accountant.
• Prioritize.  Facebooking always trumps bookkeeping.  always.
• Don't make quarterly payments. It's much more exciting to find out that you owe thousands all at once. And if you don't pay? The IRS will threaten to seize your assets.  THIS is how you bring more adventure into your life!

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. She continues to operate her own private massage practice of 13 years, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

Getting Organized for Tax Time

Are you pulling your hair out getting ready to file your taxes?  Swearing next year will be different?  Next year, you will be organized?  Start working now to be prepared next year.

I love this quote:
Small things, done consistently and in strategic places, produce the greatest results.*
I try to keep this in mind whenever I’m tackling a big project or changing a habit.  It’s easy to get overwhelmed by the big picture.  Sometimes I tend to think “if I can’t do it all perfectly - right now, then I just won’t do it at all”.  I’ve learned that this thinking is a recipe for disaster.  
Making small changes, and sticking to those changes, can have an amazing impact.

The following are a few tips for starting to get organized.  

Photo courtesy of Grant Cochrane / FreeDigitalPhotos.net.

• Use technology.  There are tons of tools to help you with your bookkeeping.  Take some time to look around and find what will be a good fit for your business.  There are many benefits to using a web-based system - we’ll delve more into the pros and cons of that in another post.
• Use a separate credit card for business purchases.   Only use it for business.  This makes it much simpler to keep your personal and business expenditures independent.  
• Enter your income from each client every day - as it happens.  While you are settling up with your client, and scheduling their next appointment - input their payment info into your bookkeeping system so you stay on top of it.  Why wait until you can’t remember or have month’s worth of sessions to record?
• Set an hour or two aside each month, or 20 minutes each week, to input all of your expenses into your bookkeeping system.  If you keep up on it, 20 minutes is all you’ll need.  Schedule it into your business - just like doing massage, or marketing, or washing linens - this is part of running your business and you should schedule and prioritize it as such.  Have a designated file for receipts to be entered at this time.  Keep a master list of recurring expenses you need to remember to be entered each month like credit card processing fees, rent, linen service, etc. so you don’t forget anything.  Make this time enjoyable by treating yourself to a latte while you work, or schedule your massage or a pedicure as a reward after doing your bookkeeping.
• Make copies of your tax returns and file them in a handy place. You’ll need to reference these if there’s a question about your filing, so know where they are!
• Make use of cancellations/no shows.  Use this time to stay caught up on bookkeeping.  Using a web-based system for your bookkeeping makes it easy to use sudden free time for organizing.If you have time to Facebook, you have time to get organized.
• Small steps.  If you’re overwhelmed, you’re likely to throw in the towel and go back to old habits (i.e. a box with a year’s worth of receipts, or even more adventurous: a “receipt hunt”).  It takes time to implement new habits.  Choose one organizational improvement per month and implement it!  Small changes really add up.
• Talk to your accountant to get setup to make quarterly payments.    Set this money aside each week and do not touch it.  Create a sub-account in your business bank account to put this money in, so you’re sure to remember it goes to the IRS.  This may not seem necessary when you’re first starting out, but as your practice and your income grows, so will your tax bill.  It’s best to get into the habit of setting that money aside now.
• Setup a meeting with your accountant to create a full list of what expenses you can write off.  You might be surprised at the expenses you didn’t think of, and every little bit helps.

Are you already an organizational wizard for your massage business?  Great!  Comment below to share some of your tips!


Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. She continues to operate her own private massage practice of 13 years, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com

*I found many references to this quote online, but didn’t have any luck finding who actually said it originally.

Photo courtesy of

David Castillo Dominici / FreeDigitalPhotos.net.

Inspiring Others With Massage

You just never know what kind of influence you may have on others.

Your touch has a remarkable impact
Photo courtesy of ABMP

Yesterday, I saw a client who I have only seen once before.  She had received a massage from me about 5 years ago.  I do remember her, and I remember that she enjoyed the session... but that is about it.  It didn't appear to be some life-changing experience or anything, and I never saw her again.

Yet, she came in yesterday telling me that massage inspired her to go to massage school, and that she has thought of me often in the past 5 years.  Wow!  She went on to say how wonderful this journey has been for her, and that it all started with that massage.

This made me stop and think: just how much are we affecting people's lives every day, and maybe not even being aware of the significance?  After a while, massages day-in and day-out, it starts to become routine and is our 'normal', and perhaps it's easy to forget how much this massage means to our client on the table.

It was a great reminder to me, and her excitement about massage therapy was refreshing.

Recognize that your touch has a remarkable impact, and you're likely affecting your clients in ways you can't imagine.

If you've been in the field for a while, consider mentoring a student or new therapist.  Not only will you help them grow as a therapist, but they will help you remember the magic in this work.

Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling. She continues to operate her own private massage practice of 13 years, and has been an associate instructor for Ashiatsu Oriental Bar Therapy since 2007.  www.BodyworkBuddy.com