Maintaining an effective relationship with clients

WEB SCRIPT HEALTH, SOCIAL, AND OTHER COMMUNITY DEVELOPMENT
Common SERVICES
HILOT (WELLNESS MASSAGE) NC II
Sector:
Qualification: Maintain an effective relationship with clients
Unit of Competency:
Module Title: Maintaining an effective relationship with clients
1. Maintain a professional image
Learning Outcomes: 2. Meet client requirements
3. Build credibility with clients
Developer/s: 4. Establish professional relationship with the client
5. Manage client interactions
6. Provide effective responses to client enquiries

Mitzi P. Barreda

TITLE Concepts and ideas on Effective Relationships with Clients

OBJECTIVES At the end of this module you should be able to:
INTRODUCTION 1. Understand and explain the various concepts in hilot wellness massage in
accordance with effective relationship with clients
2. How to effectively maintain client relationships

This module covers the knowledge, skills and attitudes required to advise on
before, during and after hilot wellness services.

Lesson 1 Maintain a professional image

It is very important to always keep or maintain a professional image. Being
professional means following the ethical rules that are designed to keep you both
with your clients safe and comfortable and must be highly skilled and
knowledgeable in this line of endeavor. Being well trained, proficient will lead to
more customers’ requests of ones’ services and even repeat of services when
clients are handled properly. This could lead to clients’ referral to others too and in
the end, business success becomes inevitable.

Topic 1 Maintaining Professional Image

Why is Professionalism Important
Professionalism is important in order to establish standard of behavior,
encourages improvement, maintains accountability, promotes respect and
minimize conflict
The following are the ten guides to maintain professional image:

1. Demonstrate respect to others

2. Convey a positive attitude and demeanor
3. Regulate your Emotions
4. Establish and Maintain Professional Boundaries

5. Be aware of your Verbal and Nonverbal Communication

6. Polish your Appearance
(Please take note as Massage Therapy you should wear your appropriate
uniform and maintain good grooming)

7. Ensure On-line Communication is deliberate and Diplomatic

8. Expand your Professional Knowledge, Network and Experience
9. Manage your Time and Stay Organize

10. Behave Ethically and with Integrity

Media https://www.youtube.com/watch?v=k-AvDr8q_HI

Topic 2 Meet Client Requirements

Media To provide good customer service, you need to understand who your customers are
Topic 3 and what they want.

Media Gather information as possible about your customers, their desired services, why
Topic 4 they want to avail of massage service.
Media
Topic 5 When trying to understand their needs, it may be useful to know details of their
lifestyle, occupation, pain or illness that can be address through massage therapy
Media
Make a record or file of your customers with complete profile for your easy
management and services

Find out how your clients expect you to meet their needs and tailor your level of
service to suit customer needs

https://www.youtube.com/watch?v=qcSpnUcE9u8

Building credibility among clients

Refers to client expectations for reliability, punctuality and appearance are
met. It’s all about the following as massage therapist:

Competence
Likeability
Expertise
Social Ability
Composure
Trustworthy

https://www.youtube.com/watch?v=YQrZo7KPW_c

Establishing professional relationship with the client

1. Keep your gratitude in its proper boundaries
2. Be clear with yourself where your boundaries lie
3. Remain professional

https://www.youtube.com/watch?v=HHdXCHnZo3c

Managing client interactions
1. Look at things at your clients’ perspective or point of view by seeing
things objectively.
2. Know who your clients and know how they wanted to be served.
3. Always have a smile on your face.
4. Focus on the outcome when they leave your session
5. Keep note on small things as you talk with your clients, remembering
those things when they come back for their next session with you will
give a big impact on your clients.
6. Make sure you have a ready business card to give away to your clients
for their easy reference.
7. Be thoughtful by sending email or text to your clients as part of your
after session-service, if it’s raining be ready with an umbrella when
sending them off.
8. Think of whatever extra mile you can do to your clients to make them
feel that you really care for their well fair.

https://www.youtube.com/watch?v=y-9ghpcaCBI

Topic 6 Providing effective responses to client enquiries
Media
1. Establish Rapport.
2. Be a good listener – this means that you understand your client’s

concern when you meet them.
3. Then act on the information they give you in order to guide them on the

session that you will do.
4. Empower the clients to let them know that they are the expert in their

body once the session begins.
5. Give the clients information on how to customize the massage.

https://www.youtube.com/watch?v=yQdLpExy2fA