New Customer Onboarding Checklist for Massage Therapists

Determine if the client needs a 60-minute Swedish massage ($80-$150) for relaxation or a 90-minute Deep Tissue session ($120-$200) for chronic pain.

Use an AI receptionist like SkipCalls to book appointments while you are hands-on with another client so you never lose a $150 session to the spa down the street.

Secure a deposit or card on file to protect against no-shows, especially for high-value bookings like $300 couples massages.

Screen for issues like recent surgeries, contagious skin conditions, or high-risk pregnancies that might require a doctor's note.

Explain parking instructions and your building entry code so the client doesn't arrive stressed and cut into their treatment time.

Collect health history, allergies to massage oils/nuts, and current medications before they arrive to maximize their time on the table.

Ask the client to rate their preferred pressure from 1-10 to ensure the therapist prepares their body for the physical demands of the session.

Clearly state that appointments canceled with less than 24 hours notice will be charged 50% to 100% of the service fee.

Ensure every new client signs a waiver to protect your practice in case of unforeseen reactions to the treatment.

Adjust table warmers, dim the lights, and start the diffuser with calming scents like lavender or eucalyptus 15 minutes before arrival.

Spend the first 5 minutes confirming their primary focus area, such as lower back pain or neck tension from office work.

Ensure the client is comfortable with face cradle adjustments and bolster placement under the knees or ankles.

Ask 'How is this pressure for you?' within the first 10 minutes to ensure the client is getting the experience they paid for.

Offer a glass of water immediately and explain why staying hydrated helps flush out metabolic waste after a deep tissue session.

Suggest specific stretches or Epsom salt baths to prolong the benefits of the $120 session.

Offer a 'Package of 5' discount ($350-$600) immediately after the massage when the client is in a relaxed 'massage brain' state.

Text or email the client the next day to check for any soreness and thank them for choosing your practice.