Welcome, please sign your employee handbook below!
We are excited to have you as part of our community. You were hired because we believe you have the qualities that we value and that you will join us in providing an environment for people where people can naturally unfold into the best possible version of themself, as well as provide amazing service. You share our commitment to alleviating suffering in the world, and assisting our clients on their journey towards a better life.
IMMERSE Modern Massage is dedicated to distinctive quality and unparalleled customer service in all aspects of our business. As part of the team, you will discover that pursuing our mission and living daily in our dedication is a truly rewarding way to do “work”.
We encourage our staff to maintain personal health routines outside of work. It is essential that we are centered and balanced emotionally and physically and spiritually so that we can be truly present for our clients and capable of maintaining a positive and healthy culture at IMMERSE.
The success of IMMERSE Modern Massage is dependent on our commitment to our clients, clear communication, the quality and integrity of what we offer. We have to provide excellent service and therapies every day, so that our clients feel that we care, and return to IMMERSE. Our success is guaranteed by creative, productive staff members who are empowered to make suggestions that will enable the company to provide the best possible service. Your job, every job, is essential to fulfilling our mission every day.
This onboarding course will have all of the information that you will need to get up to speed at IMMERSE Modern Massage as well as other information that you will find helpful in carrying out your responsibilities. If it does not, let your leadership team know and we can update or create a new module.
Welcome, and we look forward to your contribution.
Warmly,
Mason Palmer
Employee Handbook
Please view your employee handbook here.
Acknowledgement & Receipt of Employee Handbook
The mission of IMMERSE Modern Massage is to promote a more peaceful world by alleviating as much suffering, pain, and discomfort as possible – transforming people into the best version of themselves – body, mind and spirit.
IMMERSE Modern Massage operates under an essential set of core values.
These principles act as a foundation, or bedrock for every decision made within the organization which includes the growth, operation and vision of IMMERSE.
Having a strong set of core values within the organization creates a stronger, smoother sense of unity, trust and wholeness across every facet of business operation which ensures that it’s on the right track to accomplish its goals.
These core values ultimately form the basis for how we hire, fire, and reward within the organization.
Loving Kindness is a warm and friendly attitude that we believe is super important here at IMMERSE.
It’s all about treating people with respect and kindness, and really wanting everyone to be happy and free from any kind of pain or suffering.
We want everyone to have as much joy and happiness in their lives as possible!When we embrace this loving kindness, it brings us together as a team and helps us work in harmony.
It’s amazing how it boosts our productivity and creativity too! And the best part is, it creates a world where everyone feels valued and appreciated.
We genuinely care about each other’s well-being and we’re always there to lend a helping hand.
Humility all about acknowledging your own flaws and using them as a starting point for growth.
In a team setting, this means understanding that you don’t have all the answers and being willing to reach out for help and guidance to gain a better understanding of areas where you can improve.
It also means being open to constructive criticism and feedback from others, so you can enhance your performance in all areas of your life.
Compassion is super important because it helps us understand how we can support others in becoming the best version of themselves.
When we create a safe space where people feel okay asking for help, they know we’ll listen to their worries and treat them with honesty, openness, and kindness.
Integrity is super important at IMMERSE! When we talk about integrity, we mean being honest, fair, and transparent. It’s all about doing the right thing, even when no one is watching. But integrity isn’t just about being a good person; it’s about how we treat each other too.
When we have integrity, we also show respect, take responsibility, and build trust. It’s like a ripple effect – when one person acts with integrity, it inspires others to do the same. Imagine having a team where everyone is reliable, honest, and always tries to do what’s right. It creates a positive and supportive environment where we can all work together towards a common goal.
Growing and always striving to improve ourselves is such an important part of our journey. It makes us wonder about the tasks we tackle and the ways we approach them.
It also reminds us to stay open-minded, welcoming fresh viewpoints, and constantly working on becoming better versions of ourselves, both personally and as a team.
Being accountable is super important for a successful team! It means being honest about our mistakes and areas where we can improve.
If a company doesn’t care about accountability, it’s bound to fail.
Without consequences for poor performance or failure, things can get pretty messy in the long run. It’s not just about individuals being accountable; leaders have a big role to play too.
They need to make sure everyone knows their responsibilities and if they’re meeting expectations before making decisions like hiring, firing, or giving rewards.
It’s all about keeping things fair and making sure everyone is on the same page!
Please watch the video below for a a quick overview of our core values:
Software We Use
Acuity is the tool that we use to make scheduling and managing our entire company’s calendar a breeze.
With Acuity, you can view our schedules at a glance and book appointments.
Acuity simplifies the process and keeps everything well-organized.
Logging into Acuity
Location: https://acuityscheduling.com/
FAQ: Acuity Calendar Management
Q: So what happens if their card is declined upon putting it on file?
A: We will need to have another form of payment on file OR cancel the appointment unless the person is unable to provide a valid method payment to hold on file.
Q: What if a client wants to pay in cash instead of putting a card on file?
Cash payments are totally fine, but we do need to put a card on file in order to hold their appointment time.
Q: What if someone wants to book using their HSA/FSA card?
A: What we can’t do is take HSA/FSA card payments. What we can do is take a credit card payment, and send an invoice to the client for the session, or for a package to get a significant discount.
Shape CRM
We use Shape, which is a full service text, email, calling, customer relationship management platform that automates a lot of communication to spend less time on sales “busy work. ”Quickfire Connect
QuickFire Connect boosts your conversion rates by notifying you the moment a lead is generated with instant pop-ups. This creates a friendly type of competition among our team and encourages a “speed to lead” mentality.Our Lead Funnel & Proven Process
Below is a video going over a complete overview of the Shape “New Lead” Pipeline.Lead Follow Up – Standard of Procedure
Our Proven Process For Appointment Setting Success
- In Case of Unavailability: If unable to make calls on any day, coordinate with the sales or leadership team to ensure daily follow-ups with all leads and prevent oversights.
- Reporting: Maintain daily and weekly metrics reporting to improve measureables.
1. NEW LEADS – DAILY FOLLOW UP
- Duration: 1 Week
- Follow-up Frequency: Daily
- Procedure for Each Lead:
- Speed to Lead: The sooner you call, the higher the success rate.
- Calling leads within 5 minutes results in a 400% higher conversion rate compared to calling them after 10 minutes.
- Call twice.
- Leave a voicemail if there’s no answer.
- Qualify the lead.
- Change the lead status after every call.
- Speed to Lead: The sooner you call, the higher the success rate.
Key Points:
- Follow-Up Strategy:
- Call every lead on your list daily to make sure that leads don’t slip through the cracks.
- If a morning call goes unanswered, call again in the afternoon the next day.
- If an afternoon call goes unanswered, call again in the evening the next day.
2. REACTIVATION – WEEKLY FOLLOW UP
- Follow-up Frequency: Weekly
- Duration: 4 Weeks
- Procedure for Each Lead:
- Call twice.
- Leave a voicemail if there’s no answer.
- Qualify the lead.
- Change the lead status after every call
3. LONG TERM NURTURE/REACTIVATION – 30-45-90 DAY FOLLOW UP
- Follow-up Frequency: Every 30, 45 and 90 Days.
- Duration: ONGOING
- Procedure for Each Lead:
- Call twice.
- Leave a voicemail if there’s no answer.
- Qualify the lead.
- Change the lead status after every call.
Daily & Weekly Metrics Calculator
What are KPIS?
In a sales setting, KPIs (Key Performance Indicators) are specific metrics used to measure and evaluate the performance and effectiveness of sales activities. They provide insights into sales achievements, areas for improvement, and can include metrics like the number of leads generated, conversion rates, etc.
Here is a link to our Daily & Weekly Master Metrics Calculator Template to track your KPI’s (Make a copy):
https://docs.google.com/spreadsheets/d/1zoHJPSWlRPzVizr2y8omGsEPpRr79u31wloy5NqJt74/edit#gid=0
Watch the video below to learn how to use it:
Scripts, Skills and Concierge
Warmth In Every Interaction
At IMMERSE, in order to excel in communication, we always want to do two things:
1At the beginning of every initial conversation where a client is reaching out to us, always start the text, call or email with a thank you.
Example: Someone calls, emails or texts you at IMMERSE “Hi [FIRST NAME], thanks for your message/call, I’d be happy to help you with that/answer your question”
If you don’t know their name over the phone, you can ask “Thanks for calling IMMERSE Modern Massage, this is [YOUR NAME] speaking. Who do I have the pleasure of speaking with today?” then respond with “Hi [FIRST NAME], how can I help you today?”
Our Company Motto:
Our external team motto is “and I hope you find a million reasons to smile today” so be sure to include that when appropriate at the end of your written texts or emails.
Triage Call Overview
In massage therapy sales, a triage call is an initial chat with potential clients to understand their needs and concerns. It helps us qualify the lead to make sure they’re a good fit and ensures their safety and satisfaction. Click here to view script #1 Click here to view script #2(advanced)Watch the video:
Overcoming Objections
In sales, objections are common hurdles that can prevent a potential client from making a purchase decision. The video below will delve into some of the basic objections and provide insights on how to effectively address them.Qualifying / Disqualifying Leads
Massage Therapy Scope of Practice:
- Massage therapists primarily focus on manual manipulation of soft tissues, including muscles, tendons, ligaments, and fascia.
- They do not typically diagnose medical conditions or provide invasive treatments.
- Massage therapists in the state of Oregon are able to “recommend new movement possibilities” but are unable to prescribe specific sets of movements, quantities, durations and frequencies like a physical therapist would. This can include stretches, exercises, and helping people have better posture through better body awareness.
Massage Therapy Overview
Let’s unpack the wonders of massage therapy. We work primarily with two different types of people.
- Two Main Client Types:
- Wellness Clients: Seek relaxation, stress reduction, and overall mental wellness.
- Pain Relief Clients: Look for solutions to chronic pain issues like back pain, arthritis, or muscle tightness.
How It Works:
- Enhanced Circulation: Boosts blood flow, rejuvenating muscles and tissues.
- Muscle Tension Release & Recovery: Resets the body, increasing flexibility.
- Nervous System Health: Downregulates the nervous system to provide maximum relaxation
- Mental Wellness: Calms the mind, reducing anxiety and improving sleep.
No need to be an expert; just share these perks with clients, whether they’re after pain relief or wellness. Go get ’em! 🌟
Things Fall Outside the Boundaries of Massage
Chiropractors:
- Chiropractors adjust the spine and bones related to the spine.
Physical Therapists:
- Physical therapists can give specific personalized exercise programs with frequency and duration of specific exercises and movements.
- Physical therapists assess and diagnose movement-related issues.
Acupuncturists:
- Acupuncturists practice Traditional Chinese Medicine (TCM) and use thin needles inserted into specific points on the body to balance the flow of Qi (energy).
Contraindications
There are some major contraindications for massage where it’s best to disqualify someone and refer them to a healthcare professional like a physical therapist, chiropractor, or acupuncturist. Here are some of the main ones:
Infectious Diseases: If someone has a contagious illness or skin condition, it’s essential to avoid spreading it. Conditions like the flu, COVID-19, or severe fungal infections are contraindications for massage.
Recent Surgery: Massage can interfere with the healing process, so it’s usually not recommended for individuals who’ve had surgery until they get the green light from their surgeon – usually 4-8 weeks.
Deep Vein Thrombosis (DVT): DVT is a blood clot in a deep vein, often in the legs. Massaging can dislodge these clots, posing serious health risks. Always refer someone with known or suspected DVT to a medical professional.
Severe Cardiovascular Conditions: People with uncontrolled high blood pressure, heart disease, or a recent heart attack should be under the care of a cardiologist. Massage can affect blood pressure and circulation, so it’s vital to have medical guidance.
Severe Respiratory Conditions: Individuals with severe respiratory problems, such as acute bronchitis or pneumonia, may struggle to breathe comfortably while lying down during a massage.
Cancer: For those actively undergoing cancer treatment, especially radiation or chemotherapy, massage should only be done with the approval and guidance of their oncologist.
Fractures, Breaks and Severe Injuries: Massaging near broken bones or severe injuries can worsen the condition or cause further harm. Always refer these cases to a medical professional.
Pregnancy Complications: We do not do pregnancy massage at our clinic. Infrared heat can be damaging to babies, and pregnancy massage is a specialized form of work.
- Spinal Issues. Conditions like a bulging disc or degenerative disc disorder, spinal fusions and issues like this won’t often be solved with massage. If the pain is directly due to a spinal problem, massage may only be a palliative care option. It’s important to communicate that to clients.
Remember, the client’s safety and well-being should always come first. When in doubt, it’s better to err on the side of caution and refer them to an appropriate healthcare specialist for a proper evaluation and treatment.
What is a Plan of Care?
Example Plan of Care #1
This is an example of how our therapists will present plans of care to clients as they come through the door.
We want our calls to pre-frame prospects with the “Plan of Care” experience so they are excited to sign up for either 5 or 10 sessions with us at the end of their intro session.
Example Plan of Care #2
This is an example of how our therapists will present plans of care to clients as they come through the door.
We want our calls to pre-frame prospects with the “Plan of Care” experience so they are excited to sign up for either 5 or 10 sessions with us at the end of their intro session.
Sales Huddles
1 on 1 Accountability Meetings Schedule (Virtual)
1. Daily Check-ins at the Start
- Emphasis: At the onset, these meetings will be held daily to ensure a strong foundation and immediate feedback.
- Outcome: This frequency allows for rapid adjustments, ensuring that any challenges or misunderstandings are addressed promptly.
2. Weekly Touchpoints for the First Month
- Emphasis: After the initial daily sessions, the meetings will shift to a weekly cadence for the rest of the first month.
- Outcome: This provides a consistent check-in to review progress, address concerns, and reinforce training, while also giving individuals some autonomy.
3. As-Needed Basis After the First Month
- Emphasis: Post the first month, meetings will be more flexible, scheduled based on specific needs or challenges that arise.
- Outcome: This approach ensures that support is available when required, without overwhelming team members with too many scheduled check-ins.
4. Transition to Monthly Rhythm
- Emphasis: Over time, as routines are established and performance stabilizes, these accountability meetings will find a regular monthly pace.
- Outcome: Monthly meetings offer a balanced approach, allowing for comprehensive reviews, goal setting, and long-term planning.
This structured approach to 1 on 1 accountability meetings ensures continuous support, feedback, and guidance, adapting to the evolving needs of the team and individuals.
In accountability meetings, we go over KPIs.
- If your KPIs are good, pat you on the back
- If your KPIs are not good, we’ll start by identifying problems, discussing them and solving them
- From there we will create an Action Plan & Action Item List
Weekly Team Huddle (Virtual)
Duration: No more than 1 hour per week
Purpose:
- Assign new leads
- Share highs and lows of the week
- Set weekly goals
- IDS: Identify, Discuss, and Solve Problems
Agenda:
- Check-in (5 minutes): Start with a personal win or an “aha!” moment for a positive kickoff.
- Company Metrics (5 minutes): Discuss 3-5 crucial metrics that pass the “beach test” 🏝.
- Rock Updates (5 minutes): Review quarterly projects and their progress.
- Q&A (5 minutes)
- Client/Employee Headlines (5 minutes): Share one-sentence updates on significant client or employee news.
- To-do List (5 minutes): Review and update the weekly action items.
- Issues List: IDS (30 minutes): Focus on understanding and solving the root of problems.
- Wrap Up (5 minutes): Recap to-dos, discuss cascading messages, and rate the meeting.
Post-Meeting: Leadership assigns new leads from reactivation.
90-Minute Monthly Sales Training Breakdown
1. Sales Training (30 Minutes)
- Focus: Dive into core sales techniques, strategies, and best practices.
- Outcome: Equip the team with the knowledge and tools they need to excel in their sales roles.
2. Role Playing (30 Minutes)
- Focus: Simulate real-life sales scenarios to practice and refine skills.
- Outcome: Enhance communication, objection handling, and closing techniques through hands-on experience.
3. Problem Solving (30 Minutes)
- Focus: Address specific challenges faced in the sales process.
- Outcome: Develop solutions and strategies to overcome common sales hurdles and improve overall performance.
This structured 90-minute training session ensures a comprehensive approach to sales development, blending theory, practice, and problem-solving for maximum effectiveness.
Gratitude
We extend our heartfelt gratitude for your completion of the employee training at IMMERSE Modern Massage!
We deeply appreciate your dedication to expanding your knowledge and skills in alignment with our mission and core values.
From the comprehensive plans of care we provide, to exceptional concierge service, assessments, and self-care recommendations. Each module has equipped you with invaluable tools for success.
Your commitment to delivering personalized experiences and expanded education is certain to assist your career growth and our clients’ satisfaction.
We are thrilled to have you as part of our team and eagerly look forward to hearing about your success at IMMERSE Modern Massage.
Thank you once again for your unwavering dedication to your craft and to the people we serve.
Warmly,
Mason
Owner, IMMERSE Modern Massage