HHMWC SIGNATURES

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ~ Maya Angelou 

There are certain standards that need to be hit for every massage we perform and every client we encounter. Things like a peaceful massage room and a comfortable table are important; they help build “the experience” for our clients, but every visit to HHMWC should be memorable because of how we made our client feel. This is HHMWC’s “signature,” our distinguishing characteristics that separate us from all the rest. These “signatures” are the benchmarks we need to hit every time. 

Before the massage… 

• Greet our client with sincerity 
• Acknowledge our client if we are running behind (and do our absolute best to stay running on time)
• Consult with our client before every massage so we may tailor the massage to their needs that day. Ask questions such as “How are you feeling?” or “What are we working on today?” and listen to our client’s response so that we may adapt the massage appropriately
• Offer complimentary aromatherapy 

During the massage...

• Check-in with our client regarding pressure, table temperature, and bolster positioning
• Speak when spoken to (unless asking a specific question) – follow the client’s lead, if they quit talking, you quit talking
• Honest dialogue -- acknowledge discomfort but NEVER work beyond client’s pain tolerance
• Give a consistently great massages and assure problem areas discussed in consultation are addressed 

After the massage… 

Provide the client useful information!!! If we do not help our client who complains of pain understand how to help themselves through postural improvements and appropriate stretches, then WE HAVE DONE NOTHING FOR THEM!!! Their relief will be short-lived and their belief and trust in us will be diminished. Always try to leave your client with some sort of information that will be of value to them. And finally, they chose us so make sure that you thank your client for their business! 

At HHMWC, we strive to offer a unique and exceptional experience. Our fair and straightforward pricing, diverse packages, membership programs, lending library, beverage station, complimentary aromatherapy, Harmony Naturals products, and our "We Love Local Business" program are all designed to set us apart from our competitors. While a massage is the primary reason clients visit us, we aim to make the entire experience captivating. We want every client to feel welcomed and cared for. 

The massage itself is the centerpiece of this experience, so treat every session with a new client as an opportunity to earn the role of their preferred massage therapist. We are dedicated to caring and helping others, making a meaningful difference in their lives. Ensure that our clients feel their time and money were well-spent by delivering HHMWC’s unique “signatures.” Make each client remember how you made them feel, leaving them with an enhanced sense of well-being and the satisfaction of being genuinely cared for. 

When our clients experience this, we earn their trust, respect, and gratitude. In turn, we feel appreciated and know we have positively impacted another human being. The monetary exchange between a business and a client or an employer and an employee is secondary; money is merely paper to which we assign value. True fulfillment comes from the satisfaction of doing the work we love. Let this belief guide and inspire us in everything we do.

• Check in with the front desk so they know you are here and to collect your pager
• Check your room assignment (room schedules are located in the laundry room, break room, and at the front desk)
• Review schedule and client notes for the day

1. Check for intake forms on new clients
2. Note any additional equipment needed for the day (pregnancy pillow, cups, or stones)

• Turn on the table warmer and heating pad
• Turn on the music, fan, and lamp
• Air purifiers should never be shut off (even at night); run on medium or high

All LMTs will work independently throughout their shifts. When a client checks in at the front desk, the bar at the top of their appointment will turn green, indicating "Show." Additionally, the front desk will buzz your pager. If it is close to or past your appointment start time, please check in with the front desk or look for your client in the lobby. Don't rely solely on the receptionist to notify you, as they may be occupied with other tasks. The flow through each appointment should be as follows: 

• Greeting 
• Review intake form with client (first visit only)
• Establish goals for the session (always – even for frequent clients)
• Massage 
• Check-out and rescheduling will be handled by the front desk
• Check with client on how they are feeling after their massage (try to catch them at the front desk)
• Follow-up with any aftercare instructions 
• Thank them for their visit
• Change sheets and help with laundry between clients
• Clean massage room
• Clean and/or put back equipment used in previous massage
• Enter session notes
• Start next session 

A FEW NOTES...

MASSAGE LENGTH

Different places use different standards regarding when a massage actually starts. At HHMWC, a massage starts when we lay hands on our client/client and the full length of time should always be given, unless the client is more than five minutes late (in that case, you may adjust the time accordingly). Even if we are running late, we still owe our clients the full length of time they scheduled. If you are running significantly behind and it will impact other clients on your schedule, please inform the front desk. They can then send a courtesy call or text to the affected clients.

LAUNDRY

Maintaining clean linens is an essential part of your role as an LMT. Here are the guidelines to ensure smooth and efficient linen management throughout the day:

Dirty Linens

• Place dirty linens directly into the washer.
• If the washer is already in use, place linens in the bin to the right of the washer.
• Important! Pull sheets and blankets apart before placing them in the washer or hamper. Rolled-up sheets do not get clean.

Washing Instructions

• Drop a detergent pod into the washer before adding linens.
• When the washer is full and ready to start, add about 15 squirts of Dawn or one scoop of OxiClean, and laundry softener.
• Do not put essential oils directly on the sheets.

Drying and Post-Drying

• After drying, linens can be temporarily placed on top of the dryers.
• Use unfolded sheets on the dryers to make up your table before taking folded ones.

Settings

• Follow the stickers on the washer and dryer for the correct settings.
• Wash and dry everything on hot.

Team Effort

• The washer and dryer should be running all day unless linens are caught up.
• Everyone is expected to help with folding. 
• Keeping laundry caught up is a team effort.

Thank you for your cooperation!

CLEANING THE EQUIPMENT

Hot Stones 

1. Layout out a microfiber cloth
2. Lay all the dirty stones on the cloth and spray generously with OdoBan
3. After 60 seconds, flip over all the stones and spray the other side
4. Pull the mat off the hot plate and spray the entire surface and wait 60 seconds
5. Replace mat on hot plate
6. Wipe down each stone individually with a clean microfiber cloth (stones must be completely dry), return clean/dry stones to mat on hot plate (place in pairs)
7. MAKE SURE YOUR HOT PLATE IS TURNED OFF

Silicone Cups

1. Spray OdoBan (60-seconds contact) in the hand sink in the laundry room and thoroughly clean the sink with a paper towel BEFORE beginning to wash the cups
2. Wash each cup individually with a clean microfiber cloth using lots of water and Dawn dish soap – take care to make sure ALL lotion and skin cells are cleaned off the cup (especially the rim). The cups should not feel greasy at all if they after they are cleaned. If they still feel greasy, clean them until they don’t
3. Thoroughly rinse the cups until no dish soap residue remains
4. Place rinsed cups in the top shelf (“Clean” shelf) above the sink with the open side down so they water drain out of them onto the mat
5. The cups don’t need to be hand-dried, but give them a good shake-off before putting them in the buckets (cups with water in them will dump cold water on our client’s backs when we place them)
6. Spray OdoBan in the bucket and wipe down (inside)
7. Put a clean microfiber cloth in the bottom (this both helps absorb excess water remaining in the cups and gives us a divider to separate clean and dirty cups if not all are used during the massage)
8. Clean buckets of cups go on the shelf directly above the computers (dirty cups NEVER go on the shelf)
9. If time allows, clean the cups used immediately following the massage. If there isn’t enough time then, clean your cups before you leave for the day. DO NOT LEAVE YOUR CUPS FOR SOMEONE ELSE TO CLEAN
10. A bucket should have:

• 8 extra-large cups
• 8 large cups
• 8 – 10 medium cups
• 8 – 10 small cups

Pregnancy Pillow

1. The pregnancy pillow and wedge should be completely covered during use.
2. Wipe down the pregnancy pillow after use with a cleaning wipe (found in the laundry room). 

• Put the pregnancy pillow and wedge back in the appropriate places in the laundry/storage room immediately following use

• The table warmers and heating pads time out, so they don't need to be turned off, but please do not unplug them
• Turn off the overhead light and fan (if you are the last one using the room for the day)
• Leave table set up for the next day or shift 
• Make sure all equipment used is clean and put away
• Your room should look tidy (always, not just at the end of the day)! The blanket should be straight and wrinkle-free, the bolster should be on the massage table  and stool should be tucked away under your cabinet, lotion bottles showed be stowed in a stand
• Refill lotion dispenser if less than half full
• Finish all notes for the day
• Complete any necessary follow-up with clients and/or other LMTs
• Cash tips will be in your envelope at the Front Desk

Client intake forms are done electronically in Vagaro. Regular session notes can be completed on a computer in the laundry room, or on your phone in the Vagaro app. In certain circumstances, we will use an pop-up note on a client account. This should be used to relay important information that you always want to be seen on a client. This could include things such as preferred name, preferred gender pronoun, sensitivities, etc. A client file should also be marked with an alert and noted if they have any of the “Big 4” conditions:

• A clotting condition (both propensity for clotting or for bleeding out*)  
• Current cardiac issues, such as uncontrolled high blood pressure*, congestive heart failure* or a pacemaker
• Current cancer client* – note what treatment the client is currently undergoing 
• Diabetic – note insulin pump site (if applicable), neuropathy, and/or diabetic ulcers
• Doctor's permission is required for hemophiliacs, clients on blood thinners, clients with uncontrolled high blood pressure and/or congestive heart failure, clients with cancer (unless terminal)

All client records are property of HHMWC. Records should not ever be viewed by anyone that is not a contractor with HHMWC (as that would be a HIPAA violation). All transactions, intake forms, notes, scheduling, etc. is done only with Vagaro – it is the “brain” of our business. The system fully integrated for scheduling, check-outs (payment), client records, contracts, notes, gift certificates/packages, monthly memberships, and payroll! 

We extend courtesy discounts to certain groups of people. Discounts are given as follows:

• $8 off for College students, senior citizens (age 62+), Red Cross employees & volunteers, State of Michigan employees, as well as those whom serve the country and/or community in high-stress, dangerous and/or underpaid jobs (active duty military personnel, veterans, 1st responders, K-12 teachers, healthcare workers & social workers).
• $15 off for our staff, staff's family & close friends, and for those w/financial hardships (w/Kim's permission).
• Discounts are not layered! Only one discount is given and always off full price. Example: If someone is a teacher, student and veteran, apply the discount once.

Appointments are not guaranteed and therefore, you do not need to be at the office if a massage is not scheduled.  However, during your regularly scheduled hours, you will be on-call and must be available to take appointments. You will be given 60 minutes’ notice (or your preferred amount of time, if less than 60 minutes) of newly scheduled appointments (same-day bookings only) and will be informed via text message and/or e-mail when a new same-day appointment is booked. It is your responsibility to check your schedule regularly and to know your start time! The Vagaro Pro app provides a real-time schedule. Also, the scheduling system does occasionally go down or experience lag so please regularly check your Vagaro Pro app for schedule updates during your regular hours if you are not at the office. Please do not keep a separate appointment book – all appointments must be scheduled through our Vagaro scheduling system. If room hours are available, your schedule may be expanded as your clientele increases (if desired).  Additionally, when on-site work is available, you may be scheduled (if available) to cover the on-site appointments.   

Paid sick days, vacation days and holidays are not provided at this time (this is planned for 2027). When a day off is needed, please let Kim know at least 14 days in advance. 

If you are sick, text Kim, the office line, Lindsay, Casady, and Payton to let the know as soon as possible. If your first appointment is less than an hour away and/or you have not received confirmation that your message has been received, YOU MUST CONTACT YOUR FIRST CLIENT YOURSELF!!! Unplanned absences should be kept to a minimum – repeated cancellations of scheduled appointments will diminish both your and HHMWC’s credibility. Even the most dedicated client won’t stick with an unreliable therapist. Also, please try to keep the hours you’re scheduled to use a room open (blocking off time should be kept to a minimum). If you need to add time to your schedule (to make up hours, make more money, accommodate a client, etc.), please check with Kim first to make sure there is a room available.  Set schedules aren’t set in stone; if your scheduling needs to change, talk to Kim. Please arrive in sufficient time to set-up, check for new client intake forms and review records before your first appointment of the day.  10-15 minutes is usually enough time. 

At your request, an unpaid break can be scheduled during your shifts.  30 – 90 minute appointments automatically have 15 minutes padding (in addition to the massage time) built-in to allow for a brief consultation prior to the massage, time for the client to undress/redress, aftercare instructions, session notes and changing sheets. 120 minute massages have 30 minutes padding built in.  Please note that compensation for massage is determined per length of service, i.e. your base rate x hours of massage (padding time not included) and that any discounts given are taken from HHMWC’s side and will not affect compensation. 

• Review and sign Independent Contractor agreement
• Review LMT Procedures (website)
• Passwords (staff log-in page)
• Introduction to Vagaro

1. Computer
2. App
3. Training videos are available of YouTube

• HHMWC Website 

1. Overview 
2. Review Headaches & Chronic Pain page (at home)
3. Review Self Care page and YouTube stretches link (at home)

• Learn pricing, membership and loyalty structures
• Provide bio and picture for website 
• Practice timing and technique on full length and problem-area massages (if applicable)

• Regular massage 
• Pregnancy massage
• Extended length massages (90 minutes, 120 minutes)
• The Headache Massage 
• Cupping massage
• Hot Stone massage