Setting Client Expectations - Massage & Bodywork Magazine

Having read the article “Putting Client Expectations to Work” in the March/April 2021 issue of Massage & Bodywork, and understanding how those expectations can improve therapeutic outcomes, take this brief survey on how you set client expectations in your own practice.

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* 1. How do current and potential clients see evidence of your training, skill, and benefit to others? (check all that apply)

My training and credentials are outlined on my website.

Evidence of my training and credentials hang in my office.

Client testimonials are apparent on my website, booking platforms, etc.

Mentions of my business in print publications, or articles I have written for or about the profession, are displayed in my office and/or on my website.

My “Best Of” and other community awards are proudly hung on my office walls.

I include any professional awards or recognitions on my website.

I use my professional social media accounts to convey my accomplishments or recognitions.

I have a website, but I admit I could be using it better to detail my training, skill, and benefit to others.

I post to my social media professional accounts, but realize I could be using these tools more effectively to convey my training, skill, and benefit to others.

I don’t have a website.

I don’t use social media.

Other (please specify)

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* 2. Do you ask clients about their goals and expectations regarding the work you do together? This could be simply asking your client, “Is there anything you want to make sure we cover in today’s session?”

Always

Most of the time

Every now and then

Never

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* 3. Communication is very important for the client experience, and also for building client expectations. How do you use communication to strengthen that alliance with clients? (check all that apply)

Building time into each session for a good health intake or health update.

Being present during my communication interactions with clients and having a grounded focus.

Hearing what the client is telling me, and then adapting our sessions to what they are telling me.

I often repeat back to clients what I’ve heard their expectations to be, confirming I’ve interpreted their wishes correctly.

I use active listening skills in all my interactions with clients.

Client communication skills were never addressed in my massage or bodywork program.

I wish I could do better at this skill set.

Of all my client interactions, face-to-face communications are the hardest.

I prefer very little client communication.

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* 4. When considering client expectations, are your COVID protocols communicated clearly and thoroughly to clients, in advance of their treatment?

Yes

It could be better

Not in a formal way

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* 5. Do you give clients a choice of modalities and techniques to be implemented during their session?

Always

Most of the time

Every now and then

Never

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* 6. Do you give clients an opportunity to tell you before each session what it is they want to focus on or address during their time with you?

Always

Most of the time

Every now and then

Never

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* 7. How would you rate yourself regarding your care and concern for clients?

I think I do a good job of conveying genuine care and concern for my clients, both in and out of the treatment room.

I could probably do a little better with staying focused and engaged during my sessions with clients.

I’m usually thinking about my next session before finishing my current one, but I don’t think that impacts my concern for clients.

This softer skill is not really in my wheelhouse.

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* 8. Do you have an “expectation ambassador,” the person who first interacts with the client and has the potential to set a positive client/therapist context from the beginning?

Yes, that would be me.

Yes, I have front desk staff who help build pre-contact expectations.

No, but I send an automated email that works in this way, telling clients what to expect, my cancellation policies, etc.

No, I don’t feel like I need to set expectations for the client experience.

Other (please specify)