5 Ways to Make First-Time Massage Clients More Comfortable

First-time massage clients are a big deal. That first massage appointment is your chance to make a lasting impression.

Getting a massage for the first time should be the kind of experience your new massage clients rave about. Make it a positive experience, and they’ll likely become repeat customers and refer you to their friends. But a negative experience? That can turn them away from your business (or all massages) for months, years, or even forever. 

Don’t take that first massage experience for granted. Instead, learn how to make first-time massage clients more comfortable and captivate them with an unforgettable first impression.

First Massage Etiquette in 5 Stages

What does massage comfort mean for a first massage experience, anyway? 

According to the MBLEXGuide, helping a new client feel comfortable means putting their mental and physical states at ease. In other words, you want them to feel safe, confident, and trusting—before, during, and after their first massage appointment.

Preparation is the key. Plan ahead for every stage of a first-time massage client’s journey. We’ve broken it down into five basic stages.

1. Scheduling

First-time massage clients might feel nervous about booking their first massage appointment. Seize this opportunity to put them at ease and help them feel confident and prepared.

For example, if they call you, pick up the phone or reply fast. Answer their questions with friendliness and patience, too. Or, if you offer an online scheduling service, test it often to eliminate bugs or speed bumps. 

If the person who booked is a first-time massage patron, consider calling or texting to check in before their appointment. Ask if they’ve ever had a massage before, and reserve time to address questions or concerns. 

Make sure the service they choose is a good fit. (After all, not all massages are the best types of massage for first-time clients.) Set expectations about first massage etiquette and how to prepare for their first massage, like what to wear and how early to arrive. 

Providing these massage tips for clients alleviates uncertainty. It assures first-timers they’re in good hands and have good vibes ahead.

2. Arrival

First impressions remain paramount when the client walks through the door. At this point, first-time massage clients still have questions and anxieties. 

Whoever greets them at the door, consider offering a tour of the space. While you answer questions, show them around and teach them how to use the lockers, the MBLEXGuide says. It’ll make them feel more comfortable, more grounded, and less vulnerable in their new environment.

With this being their first massage appointment, they should also fill out an intake form. The form should ask about current and recent injuries, allergies, pre-existing conditions, and sensitivities to prevent injuries and other health problems. 

For example, lymphatic drainage massages are considered one of the gentlest options. But they can pose a serious risk to clients with a history of clot conditions. We cover these contraindications in our lymphatic drainage massage article here.

Preparation is the key. Plan ahead for every stage of a first-time massage client’s journey.

3. During the Massage

Now your first-time massage client has moved to the massage room. To help them relax and settle in, here are some key areas to pay attention to:

• Introduction: If you don’t personally greet clients at the door, reserve time for a massage therapist introduction. Be warm and friendly. Ask questions to become acquainted and build an early connection.

• Expectations: For their first massage appointment, ask about their expectations for the service so you can address any lingering confusion. 

From here, you can segue into a timeline of how the service will go. Run through basic massage clothing etiquette and discuss boundaries (like sore muscles they want you to avoid). From beginning to end, explain which muscle groups you’ll work on, in what order, and what they can expect. 

• Check in: While performing the massage, check in on your first-time massage client. 

Ask about the temperature, the pressure, the music, or even the smell. Keep your tone soft and soothing, and avoid sudden changes so you don’t startle them, the MBLEXGuide advises.

• Environment: Part of creating a safe, relaxing sensory experience comes from reducing environmental stressors, the MBLEXGuide explains.

Before and during your client’s first massage appointment, pay attention to the five senses. Is the room clean? Are the decorations too busy? Is the lighting too bright or too dark? Are the linens soft? 

Are your hands cold? Should you provide a heated blanket for a cold room? Are there any aromatherapy fragrances the client dislikes or prefers? Do clients enjoy the refreshments you’ve provided? And the music or white noise? Did you silence your phone?

For specific advice about creating a warm, inviting, and comforting space, check out this research from Associated Bodywork & Massage Professionals.

• Body language: Watch the client’s body language for signs of discomfort or irritation.

4. Post-Massage: Care and Rescheduling

Proper massage etiquette doesn’t end when the massage does. At this stage, you’re still guiding your client toward the best first-time massage experience.

Don’t rush them out the door. Instead, invite first-time massage clients to take their time in the massage or locker room, Elite Learning recommends.

Consider bringing a soothing or fun refreshment and ask how they’re feeling. Warn them of possible soreness and give first time massage tips for aftercare, like drinking water. If you noticed a problem area, you might share some advice to keep the problem from returning, Discover Massage Australia says. 

It may seem counterintuitive. By preventing problems, won’t that discourage clients from coming back?

Actually, the opposite is true, Discover Massage Australia wrote. If you establish yourself as a subject matter expert off the table, too, clients are more likely to trust you and feel like you care. This often inspires repeat patronage.

Before they take off, open up a conversation about scheduling their next appointment. Elite Learning offers phrases like, “Would you like to reschedule now? Or would you like a chance to check your calendar first?”

Whether their first massage experience was positive or not, you might invite them to join a loyalty program, Discover Massage Australia suggests. A free or discounted service on their birthday, for example, shows first-time massage clients they’re valuable and appreciated. 

5. The Follow-Up

You thought just because their first massage appointment was over, your responsibility was over, too?

False. This is not the time to be hands-off. 

Wait a while, then reach out again. You can call and ask how they’re feeling after the service. Use their first name. If you haven’t seen or heard from them, or if a birthday or major holiday is approaching, you could even send a card with a handwritten message. 

People remember these personal touches and individual attention, sometimes even more than the actual massage. It nurtures a more meaningful connection and demonstrates they’re important members of your community.

Insurance With a Personal Touch

You’re looking for ways to make massage clients more comfortable. Now think: Does your insurance provider do the same for you?

That’s what makes WellnessPro different. Our team is dedicated to protecting you from claims, so you can focus on providing the best experience to veteran and first-time massage clients, alike. And if that first massage appointment does turn sour, we offer resources for navigating difficult clients and resolving claims with ease.

Learn more about WellnessPro’s coverage for massage and bodywork specialists here.