In the past few weeks, we’ve had good conversations in our office about what we’ve learned from being bodywork clients and practitioners. One outlet for that conversation was on a recent episode of The ABMP Podcast (Episode 314), where co-host Kristin Coverly and I talked about what we’ve each learned from the client and practitioner side of the bodywork equation (Kristin is a veteran MT with more than 20 years of practice, and I’m a veteran client with more than 20 years on the table). 

We each spent time talking about what makes the bodywork experience so great, really listening to each other about how to be givers and receivers, and explaining how to help each other improve our sessions. My talking points can be boiled down to two items: communication and customer service. 

As a client, I’ve learned that I love great communication with my practitioner. From the moment I enter a practice or establishment, I want you to: 

• Welcome me (it sets a pleasant tone)

• Do a thorough intake (it shows your professionalism) 

• Tell me to undress to my level of comfort (it demonstrates that you’re understanding and accommodating) 

• Explain what I can expect from today’s session (if I had never received massage before, this is critical; since I have, tell me what I can compare your approach to) 

• Don’t talk (or do talk) during the session (relaxation massage—don’t; orthopedic or pain management—do) 

• Allow me to interrupt the session at any time to comment on (1) the temperature, (2) the pressure (3), the music 

• Follow up (some people may prefer an online survey, but me, personally, I love a good old-fashioned phone call the next day; even a text will suffice) 

As a client, I’ve learned that I love great customer service. I want my practitioner to:

• Arrive on time and end on time (my time, like yours, is valuable) 

• Ensure the space is spotlessly clean 

• Dress appropriately (creates safe space and speaks volumes about how you see yourself) 

• Smile, letting me know you love what you do (passion is contagious)  

In this issue of Massage & Bodywork magazine, we have two wonderful articles that go even deeper into this conversation: Til’s Luchau’s “Are Your Clients Skilled Receivers?” on page 28, and Cindy Williams’s “How to Ensure Your Client Feels Heard” on page 88. Each author describes ways to improve the bodywork experience. “It . . . takes great skill to receive,” writes Luchau, who offers three methods for practitioners to help clients be “engaged in the experience”: set the tone, check in often, incorporate movement.  

Williams writes about active listening to improve interactions and offers tips for each step of the interaction—pre-massage, during the massage, post-massage, and between massages—in order to close any “gaps” that may cause miscommunication or the client not feeling heard. 

When we’re in session (client and MT), we share the profound experience of bodywork together. We can learn a lot from each other by being open to the other’s experience in the treatment room. I know I’m open and listening in order to become a better skilled receiver.