Customer Communication Checklist for Massage Therapists

Clients looking for relief from acute pain or stress often book the first person who answers; using SkipCalls ensures an AI receptionist handles these calls while you are in a session.

Clearly state the difference between a 60-minute Swedish massage and a 90-minute deep tissue session so the client knows what to expect.

Mention your $80-$150 single session rates and your $350-$600 package options to help clients see the value in long-term care.

Ask about recent injuries, surgeries, or pregnancy during the first contact to ensure the client is a safe candidate for massage.

Briefly mention your 24-hour notice requirement to protect your income and your time.

Collecting health history and focus areas (like lower back or neck pain) before they arrive saves time and allows for a full 60 or 90 minutes on the table.

Massage clients are looking to de-stress; getting lost or struggling with parking ruins the relaxation before it even starts.

Asking about allergies to essential oils or preferences for silence vs. music shows a high level of professional care.

Briefly explain that clients should undress to their comfort level and that professional draping will be used at all times.

Confirm if the goal for today is relaxation or specific injury recovery before they get on the table.

Ask specifically if the pressure is okay for the modality being used, such as deep tissue or sports massage.

Periodically ask if the table warmer is at a good temperature or if the face cradle needs adjustment.

Let the client know when it is time to turn over or when you are moving from back work to neck work.

Mention areas where you felt extreme tension or knots and suggest how frequent sessions could help.

Remind the client to drink plenty of water and avoid heavy lifting for the rest of the day to maximize the benefits.

Pitch your $350-$600 packages as a way for them to commit to their wellness while saving money.

Ask 'Would you like to stay on this 4-week schedule?' to ensure your calendar stays full.

A quick follow-up to check for soreness shows you care about their recovery and builds immense loyalty.