New Customer Onboarding Checklist for Massage Therapists
In massage therapy, your hands are your livelihood, but you can't use them to answer the phone while you are mid-session. Building a professional onboarding process ensures your clients feel cared for from the first call to the final stretch without you ever having to break the silence of your treatment room.
Initial Inquiry & Booking
Pre-Appointment Intake
The Day of Service
Post-Session & Loyalty
Pro Tips
- 1.Always keep a 'silent' notification system like a vibrating smartwatch to see if SkipCalls has booked a new client while you are in the middle of a massage.
- 2.Categorize your clients by 'Pressure Preference' in your CRM so you can prepare your hands and forearms before they walk in.
- 3.If a client mentions a specific injury, note the date and side of the body so you can ask for an update at their next visit.
- 4.Keep a variety of hypoallergenic oils on hand for clients who mention sensitive skin in their digital intake form.
- 5.Use a professional AI receptionist to handle pricing questions, so you don't have to talk about money while trying to maintain a peaceful, healing environment.
Frequently Asked Questions
What if a client calls with a medical emergency during a session?
An AI receptionist can filter calls and only interrupt you for true emergencies, while booking standard 60-minute massages automatically in the background.
How do I handle clients who are late for their first appointment?
Include a policy in your onboarding that says the session must end at the scheduled time to respect the next client, even if they arrive 15 minutes late.
Should I collect payment before or after the massage?
Most therapists prefer collecting payment before the session or having a card on file so the client can leave in a relaxed state without fumbling for a wallet.
How do I get more people to buy 5-session packages?
Mention the package pricing during the intake when discussing their long-term wellness goals, rather than just at the end of the session.
What is the best way to handle phone calls after hours?
Since many people look for stress relief late at night, having a service like SkipCalls allows them to book a 90-minute session at 11 PM without you ever picking up the phone.
Stop Choosing Between Your Clients and Your Phone
Massage Therapists lose thousands in bookings because they can't answer the phone mid-session. Let SkipCalls answer your calls and book your appointments 24/7 for just $19.99/month.
More Resources for Massage Therapists
After-Hours Guide
Handle calls outside business hours effectively
Business Hours Optimization
Optimize when and how you answer calls
Call Handling Best Practices
Handle every call like a pro from ring to close
Client Retention Scripts
Keep customers coming back with follow-up calls
Communication Checklists
Step-by-step customer communication guides
Complaint Handling Scripts
Turn complaints into loyalty with the right words
Emergency Call Protocol
Triage and handle urgent calls effectively
Lead Response Templates
Follow-up templates that close more jobs
Missed Call Cost Analysis
Calculate the real cost of every missed call
No-Show Follow-Up Templates
Recover missed appointments professionally
Phone Etiquette
Make great first impressions on every call
Phone Scripts
Ready-to-use call scripts for every scenario
Phone Setup Guide
Configure your business phone system right
Pricing Inquiry Scripts
Handle price questions without losing leads
Review & Referral Scripts
Get more 5-star reviews and referrals
Scheduling Tips
Smart appointment scheduling strategies
Seasonal Call Guide
Plan for peak and slow call seasons
Upselling & Cross-Selling Guide
Increase revenue naturally during service calls
Voicemail Greetings
Professional voicemail scripts that set expectations