Animate Your Support

A good way to add value to your services is by passing along useful information to your customers. YouTube is a great source of short, well-produced videos that are free for the linking.

My colleague, Russ Borner, sent along one such link that I have put up on the part of the TouchPro website that sells our local on-site services for the workplace. It is a two-minute animation that hits all of the major points about the important ergonomic considerations while sitting at a computer keyboard. I particularly like the fact that it uses no words, has just the right amount of humor. Check it out below.

Every website is enhanced by a Resources page with links to videos and articles that your customers will find valuable. Leave links to your favorites in the comments section below.

Micro-Movements

Since I work primarily at home, I spend at least an hour a day in the kitchen. Most of the time I am fixing a meal, but sometimes I am just warming up water or leftovers in the microwave.

The minute or two while I am waiting for the timer to ding is a great time for a fitness moment. Even my relatively tiny kitchen contains all of the essentials tools for a brief workout: a counter and a doorway.

Check out this three-minute video for suggestions about turning your microwave moments into a micro-movement program.

This video that is part of my Fitness Lifestyle approach that I encourage my customers to adopt. Feel free to link the video on the customer resources section of your website.

http://youtu.be/OQriMwP1NY4

The Travolta Clause

When John Doe #1 recently filed suit over John Travolta’s wandering hands in the massage room my immediate reaction was, “Well, there goes the first shoe.”

Sure enough, over the next few weeks other massage practitioners came out of the woodwork testifying to similar experiences and the tabloid press went into overdrive. At last count, the number of  accusers was up to five.

In the massage industry this was old news. I heard from practitioners over a decade ago who had Mr. Travolta as a customer and told essentially the same story. With a little bit of discrete asking around as I traveled the country I found out he had a well-deserved reputation of a celebrity to avoid in the massage room as did a number of other high profile, famous folks. Ho hum.

However, the suit did bring to mind the question about the potential fallout of reporting customers who propose illegal activity to massage practitioners. After all, if someone on the street solicited sexual services in exchange for money to an undercover police officer, that person would be arrested.

So what happens if a practitioner reports illegal sexual advances from a customer to the police? I was particularly curious as to whether our two primary professional liability insurance organizations would support the practitioner. So, I put the question to the American Massage Therapy Association (AMTA) and Associated Massage and Bodywork Professionals (ABMP).

Specifically, I wondered:

  • Do they encourage such reporting?
  • Does their liability policies support such reporting?
  • What if the customer sues the practitioner for defamation?
  • Will they defend a member against such a suit?

So, I asked and got prompt responses from both organizations. First, from Ron Precht, Communications Manager of AMTA:

AMTA has always encouraged massage therapists to protect themselves, if they feel they are in danger or feel a client has put them in an unprofessional position.  That includes reporting incidents to police, when the massage therapist feels threatened.

The personal injury portion of the AMTA insurance policy states that injury arising out of offenses of libel and slander are covered when committed in the conduct of the enrolled member’s professional services. So, yes, the policy is intended to defend insured members when they are named in lawsuits alleging libel or slander arising from their provision of massage therapy services – such as when reporting a client for illegal sexual advances. Of course, the facts and circumstances of each claim are unique, so coverage can only be assured after evaluation of the specifics of a claim or lawsuit.  If it was found that the insured member lied or intentionally disparaged another, coverage would be excluded.

Next, from Les Sweeny, one of the owners of ABMP:

Regarding reporting advances, we are strongly in favor of it; we want our members to act in their own best interests and safety, but to help identify inappropriate behavior. If a customer were to sue a member for slander/defamation, the insurance policy included with membership would cover the cost of defending the member.

So, the upshot is that both the AMTA and ABMP policies contain a “Travolta Clause” protecting their policyholders if they report a misbehaving customer and the customer decides to counter-sue. That is good news. It makes it much easier to be clear with customers who are thinking about crossing the line. And, if you feel threatened in any way, don’t be afraid to call the police.

Let’s just hope that the massage practitioners in the Travolta saga have their policies paid up-to-date.

MTBOK: Missed Opportunity?

Reading the impressive 58-page paper entitled Massage Therapy Body of Knowledge (MTBOK) was both exhilarating and disappointing. Developed by a coalition of six national massage organizations, Version 1 of this effort was published in 2010 and is a landmark document for massage therapy and a must-read for everyone in the profession.

MTBOK: Missed OpportunityThe purpose of the MTBOK Project is to define the scope of practice for massage professionals and the entry-level knowledge, skills and abilities (KSA) necessary to responsibly perform massage therapy. It is intended to be a living document that is constantly modified and updated as information, understanding and perspectives change.

Unfortunately, the MTBOK effort, while commendable, is fundamentally flawed as, once again, the mainstream massage industry conflates “massage” with “massage therapy.” This is a 30-year old problem that continues to hold back our industry by presuming that all massage is massage therapy. You can read the history of how this came about and why it has been a disaster for the industry in the related articles How Massage Became Therapy and Moving from Acceptability to Accessibility.

In this article I want to use the MTBOK report to help identify the difference between “massage” and “massage therapy” and lay the groundwork for future discussion.

First, let’s start with the report’s definition of “Bodywork” on page 39. It notes, correctly I believe, that bodywork includes all forms of massage therapy. Indeed, bodywork is the umbrella term for all forms of skilled touch some of which are massage, and others of which are clearly not (e.g. Reiki, Therapeutic Touch).

Where the report fails is that it doesn’t make clear that the subset of bodywork that includes massage can be further subdivided, only one category of which is massage therapy. That is to say, while all massage therapy is massage, not all massage is massage therapy [See The Realms of Massage].

What part of massage is not massage therapy? That’s easy—personal care massage.

The MTBOK paper, like the industry as a whole, defines massage therapy (meaning all massage) exclusively as “a healthcare and wellness profession” and goes on to say, “The practice of [massage] involves a client/patient-centered session, intended to support therapeutic goals.” Really? That is not the massage I have been doing for 30 years.

I don’t serve “clients” or “patients,” I serve customers. The personal care service I perform has more in common with cosmetologists (“If you feel good, you look good”), tour guides (“Let me show you your body from the inside out”) and aerobics instructors (“Let’s get fit”) than with physical therapists or athletic trainers. Indeed, the Bureau of Labor Statistics places the largest concentration of massage professionals, by far, in the personal care service industry, not the health care industry.

So, clearly, there is personal care massage and there is health care massage therapy. Is the body of knowledge required for safe, effective practice the same for both occupations?  Obviously not, but inadvertently here is where the MTBOK paper has done us a great service. Since all massage therapy is a subset of all massage then, if they did their work well, within the body of knowledge of massage therapy must be the core knowledge, skills and abilities to perform all massage, including the subset of personal care massage.

It’s all about touch

Let’s start with one of their definitions on page 6: “Massage therapy at its essence is human touch with clear intention, focused attention and the attitudes of compassion and non-judgment.” I would maintain that this is also a perfectly serviceable definition for personal care massage so let’s take the word “therapy” out of the sentence and we can all agree that the primary KSAs of all massage should revolve around touch.

So, what does it take to be a professional touch provider? Clearly far less than is required to become a massage therapist. In fact, separating personal care massage from massage therapy will finally allow massage therapy to have the growth path it so justifiably deserves—that of becoming medical massage, a health care specialty—while allowing basic massage training to focus on the simple but profound benefits of touch.

The MTBOK sections on Boundaries, Ethics and the Therapeutic Relationship along with Body Mechanics, Self Care and Massage Techniques contain a wealth of relevant suggestions about learning to be a good skilled touch provider. The in-depth knowledge outlined in Anatomy, Physiology, Pathology, Kinesiology, Assessment, Treatment Planning, Documentation, Research and Information Literacy however, are far more suited for a massage therapist.

Massage therapy training has always been too much and too little. If you read through the MTBOK recommendations, you can come to no other conclusion than that 500 hours is a woefully inadequate number of hours for training a qualified massage therapist. The 2,100-hour standard in Ontario province or the 3,000-hour standard in British Columbia are much closer to the mark.

However, 500 hours is far more than is necessary for me to train a world-class chair massage practitioner doing personal care massage. I could accomplish it in 300 hours and half of that would be supervised practice.

At this point there is ample evidence that the effort to attract the marketplace to high-priced massage therapy has failed. The only significant growth markets for the industry are the chair massage provided by the current wave of Chinese immigrants in malls and low cost suburban table massage offered by Massage Envy and its clones. Neither of those approaches, by and large, requires the full training and skill set outlined in the MTBOK. Each of those avenues could rightly be called “entry level” for both the practitioners and the consumers. I would suggest there is little point in training thousands of massage therapists for jobs that don’t exist. Better to train personal care service massage practitioners for jobs that do.

Let’s first teach all our massage students to do one thing really well—skilled touch. If they later want to specialize in massage therapy in all of its many, varied and glorious forms, great, but that is advanced training for a clearly limited market.

Stand Up and Get Fit

Last week I caught a Fresh Air interview with New York Times columnist, Gretchen Reynolds, author of The First 20 Minutes. One of her science-based claims that caught my attention was the importance of standing regularly to break up periods of sitting. It is the kind of key recommendation that we can offer to all of our office-bound massage customers because it takes so little effort and has such big rewards.

Reynolds recommends standing for two minutes every 20 minutes while desk-bound even if you can’t move around your office. “If you can stand up every 20 minutes — even if you do nothing else — you change how your body responds physiologically.”

The basic problem with sitting for extended periods is that sitting makes it harder to get moving and our bodies are made to move. If you can stand up every 20-minutes the big leg muscles start contracting and releasing enzymes that break up fat in the bloodstream reducing the amount of fat in your heart, liver and brain and decreasing the chance of diabetes, heart disease while improving energy, mood, brain function, memory. If you can walk even a little bit, the benefits multiply.

My rational mind just loves having my personal behavior validated.

Split keyboard

Since I spend a large part of many days sitting in front of a computer, like I am right now, I worry about repetitive strain injury. In fact, during one intense desk-bound work period about a decade ago, I did begin to develop symptoms in my wrists, forearms and elbows. I managed those symptoms by switching to a split keyboard, which allows the wrists to be at a more natural angle to the forearms, and by learning to mouse with my left hand as well as my right.

About two years ago, I added a new routine to my workday. On the desk next to my keyboard is a timer that chimes once every 25 minutes and then again five-minutes later. During that five-minute interval the rule is, I have to be standing and away from my desk.

I used to be one of those people who could focus intensely for hours at a time without taking a break. Many times I didn’t want to take a break fearing that it would break my concentration or make me lose my train of thought. No longer.

While I started taking five-minute stand-up breaks for ergonomic reasons, it turns out to have multiple unintended benefits.

  • The break actually improves the quality of my work. Moving my whole body by standing up activates more parts of my brain. Recent research detailed in Jonah Lehrer’s recent book, Imagine: How Creativity Works, talks about the importance of distraction in the creative process.
  • I get more chores done. It is amazing how many things you can check off the To Do list with a focused five minutes: feed the birds, clean the toilet/sink, do some dishes, vacuum a room, get some rice cooking, load the washing machine, make a quick phone call. Did I mention I work at home?
  • I get more focused exercise. Ten push-ups, pull-ups, squats, etc. along with rehab work for the knees, shoulders, elbows or wherever I happen to have a current issue needing attention.
  • I get to take a breath. Studies have shown that when we get excited or anxious, like working under deadline or on an idea we think has potential (me, most of the time), we unconsciously slow down our breathing or hold our breath. Something to do with not wanting the tigers nearby to eat us. Not good.
  • I get to see what’s up with my neighbors. One of the exercises I do during that five-minute break is look out the window and refocus my eyes for distant vision. Staring at a computer screen all day is a great prescription for eyestrain.

Since I live in San Francisco, I already have customers who work at adjustable-height desks that allow them to work standing or sitting. Your massage customers who are cubical dwellers will find their own ways to fill their stand-up time. Our job is just to let them know that it is important.