Key Point

• Building a connection from the moment you come in contact with a client can lead to a healthy, long-standing business relationship.

A significant part of the client-therapist relationship is connection. In fact, without connection there could be consequences, such as the client choosing to not return, an inability to surrender during the session and fully receive the work, discomfort communicating their needs to the practitioner, or even a reduction in progress toward their therapeutic goals. This is, of course, the opposite of what we want. Instead, we must aim to avoid these potential outcomes by building rapport right from the start.

Rapport is when individuals establish a warm, friendly, harmonious relationship. It doesn’t take much to make this happen. As a professional practitioner, it’s your role to create this connection and maintain it. 

As the world continues to connect digitally more than face-to-face and full schedules promote brevity, some simple methods of creating connection may be overlooked. It’s not necessarily that a practitioner lacks a feeling of kindness or warmth; instead, it’s a matter of how kindness and warmth are subtly communicated and how much time is dedicated to doing so. Awareness and a practice of consciously building rapport can put others at ease the moment they come in contact with you.

How to Build Rapport

Following are simple actions you can take to lay a foundation for long-term connection that greatly benefits the therapeutic relationship. 

Make First Contact Memorable

Whether a client schedules by phone or digitally, demonstrating a high level of customer service immediately makes a positive and memorable first impression. Return calls, texts, and emails promptly. Express gratitude for the opportunity to work with them. Ask initial questions that provide insight into why they are coming to see you. Find out what their scheduling preferences are so you can offer appointment options that suit them. This saves time by eliminating a lot of back and forth while also indicating that their needs matter to you. 

Provide an Introduction to Your Space

When a client arrives, especially a first-time client, be ready for them. Schedule a little extra time ahead of this client so you are free and able to greet them promptly and by name. This avoids any uncertainty that they are in the right place (going to new places sometimes causes people anxiety). Invite them into your space with a warm and friendly demeanor. Have the room set and a cup or bottle of water waiting for them. Give a brief tour of the office so they become familiar with their surroundings and know where to find necessary locations, such as the restroom. 

Conduct a Client Interview

Client interviews are an absolute necessity and your professional obligation. Unfortunately, I continue to experience practitioners who do not conduct them. Not only does omitting intake interviews reduce your opportunity of making a difference in your client’s health (after all, how do you know your client’s needs and goals or what might be contraindicated if you don’t have a thorough conversation with them about their current state of health, medications, etc.?), but it is also a missed opportunity for rapport-building.

As you discuss their needs and goals, ask open-ended questions to gather the most information about them (in other words, avoid yes or no questions). If they are sharing a struggle, such as physical pain and resulting limitations, take note of their emotional tone and match that level of energy. In other words, if they seem down, it’s better to have a facial expression of genuine concern than a big, happy smile. Offer empathy, such as “that sounds difficult.” Show interest by asking more questions, such as “What causes the pain to worsen or subside?” or “How does this affect your life?” This shows that you believe what they are saying and care enough to know more. Plus, it gives you additional information that you can factor into your session plan.

Offer Clear Instructions

When it’s time for them to get on the table, provide an explanation of how the session will flow. Instruct them on where to put their personal items. Inform them of what position you want them to begin in (supine, prone, sidelying). Give them clear options for disrobing (i.e., ask if they would prefer to remain fully clothed, leave on underwear, or completely disrobe) rather than generally stating, “Undress to your comfort level.” Then, while this may seem obvious, remind them to lie under the drape. Clarity on every aspect of the experience puts clients more at ease. Lastly, assure them you will knock on the door before entering so you maintain their sense of safety and privacy. 

Even if a client has received bodywork many times before with other practitioners, don’t assume they know how your session will be structured. All of this adds up to a mindful, respectful, and positive first-time experience with you, which goes a long way. You will essentially be demonstrating that you care about their comfort at all times.

Avoid Distractions

When you are connecting with your client, whether it’s during an initial intake interview or when they come in for subsequent sessions, be sure you are conveying that you are completely present with them. For example, avoid resetting the room while you are doing a check-in. Instead, reset the room before inviting them in so that when you are conversing, you aren’t doing anything else except being with them.

Turn off your phone. Don’t even look at your phone unless it is directly related to what you are discussing with your client. Place a Do Not Disturb sign on your door. Face them directly, lean in, and maintain eye contact as you speak and listen. 

Use the FORD Method

While it is essential to remain within scope of practice and maintain professional boundaries in the therapeutic relationship, it’s beneficial to learn about clients on a personal level. This information will help you connect more deeply with them, provide ways for your client to feel seen, heard, and cared for, and offer insights into their daily life that could contribute to their current state of health. 

The FORD method was originated by author and customer experience consultant John DiJulius. He proposed that in order to have a relationship with your client, you must know at least two personal things about them. The acronym FORD provides guidance in areas you might ask about: Family, Occupation, Recreation, and Dreams. 

In the context of massage and bodywork, these areas can additionally illuminate a client’s movement patterns. For example:

Family: Do they pick up or carry small children? Do they care for an elder? Do they have time for self-care in addition to family obligations?

Occupation: Do they sit at a desk all day? Is their desk set up ergonomically? Do they engage in manual labor? 

Recreation: Are they involved in a particular sport? Do they have hobbies? What kind of exercise do they engage in (if any)?

Dreams: What are they aiming for and does their level of health contribute to their ability to accomplish those dreams and goals?  

As you learn about these aspects of a client’s life, you gain information about their daily, repetitive movement patterns that can be factored into your assessment data while simultaneously deepening rapport. 

Never Underestimate the Value of Building Rapport

Connection begins the moment a client comes in contact with their practitioner. Do not underestimate the importance of building rapport! In essence, it is the foundation of trust. And when your clients trust you, a partnership is formed. This provides the best environment for goals to be set, treatment and action plans to be followed through (by both client and therapist, because they are in it together), and, ultimately, results to be experienced.