Emergency Call Protocol
Emergency Call Protocol for Massage Therapists
When you are mid-session with hands on a client in a dim, quiet room, a ringing phone is an emergency for your business reputation. This protocol helps you manage urgent requests for acute pain relief or last-minute bookings without breaking the tranquility of your massage studio.
Defining a Massage Emergency
In the massage world, an emergency is rarely life-threatening but often time-sensitive. It usually involves a client with sudden acute pain, such as a 'thrown out' back, a neck that cannot turn, or an athlete needing pre-event work before a competition. It also includes high-value last-minute requests, like a $200 couples massage booking for an anniversary that same evening. If you do not answer these calls immediately, the client will call the next spa on their list.
Key takeaway: Treat acute pain and same-day high-value bookings as your primary business emergencies.
The Triage Decision Tree
When a call comes in, your system needs to filter it quickly. First, determine if the issue is medical (like a recent injury or post-surgery swelling) or scheduling. For medical issues, verify there are no contraindications like fever or deep vein thrombosis. For scheduling emergencies, prioritize clients willing to pay a 'squeeze-in' fee or those who have already purchased a package of 5 sessions. If you are in a session, an AI receptionist like SkipCalls can handle this triage for you, asking the right questions while you stay focused on your client.
