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Join waitlistSOP-01: New Client Intake & Onboarding Protocol
1,084 words · ~5 min read
Clozo Academy Proprietary Curriculum — The Massage Practice Growth System: Premium Edition
Purpose
Standardize the first impression and information gathering process for every new client to maximize conversion, satisfaction, and retention.
Scope
Applies to all front desk staff, therapists, and any team member who interacts with a new client during their first visit.
Frequency
Every new client, without exception.
Prerequisites
Online booking system configured with intake form trigger
Welcome packet printed and available at front desk
Treatment rooms stocked with supplies
Client file system (physical or digital) ready
Step-by-Step Procedure
Phase 1: Pre-Arrival (T-24 to T-0 Hours)
Step 1.1: Automated Confirmation Sequence
T-24 hours: Send confirmation email with address, parking instructions, and intake form link
T-4 hours: Send text reminder with "Reply CONFIRM to confirm" or "Reply CANCEL to reschedule"
T-1 hour: Send final text reminder with practice name and suite number
Step 1.2: Intake Form Review
Front desk reviews submitted intake form 30 minutes before client arrival
Flag any contraindications, allergies, or special requests
Print or load form into client management system
Notify therapist of any special considerations
Step 1.3: Room Preparation
Prepare treatment room with appropriate linens, oils, and equipment based on intake form
Set room temperature to 72-74°F
Prepare welcome beverage station (herbal tea, water with lemon)
Ensure music system is loaded with appropriate playlist
Phase 2: Arrival & Welcome (T-0 to T+10 Minutes)
Step 2.1: Greeting Protocol
Stand and greet client within 10 seconds of entry
Use client's name: "Welcome, [Name]! I'm [Staff Name]. We're so glad you're here."
Offer beverage immediately
Confirm they found parking/location easily
Step 2.2: Intake Completion Check
If intake form completed online: "I see you completed your intake form — thank you for that. Is there anything else you'd like us to know before we begin?"
If intake form NOT completed: Provide tablet or paper form. "This takes about 3 minutes and helps us provide the safest, most effective treatment for you."
Step 2.3: Practice Tour (First Visit Only)
Show restroom location
Explain changing room and locker procedure
Point out relaxation area or post-session lounge
Show retail/product display area (briefly)
End at treatment room door
Phase 3: Consultation (T+10 to T+25 Minutes)
Step 3.1: Therapist Introduction
Therapist enters room, washes hands in client's view
"Hi [Name], I'm [Therapist Name]. I'm going to be taking care of you today. Before we begin, I want to understand exactly what's going on so I can give you the most effective treatment possible."
Step 3.2: Pain & Goal Assessment
Use Pain Scale Question: "On a scale of 1 to 10, how would you rate your current discomfort or stress?"
Use History Question: "How long have you been dealing with this?"
Use Impact Question: "How is this affecting your work, sleep, exercise, or mood?"
Use Goal Question: "What does success look like for you after today's session?"
Use Previous Experience Question: "What have you tried before? What worked and what didn't?"
Step 3.3: Treatment Plan Presentation
Based on assessment, recommend specific service
Explain WHY this service addresses their specific issues
Set realistic expectations for today's session AND long-term results
Present three options if recommending a package
Step 3.4: Consent & Boundaries
"Before we begin, I want to confirm your comfort level. You can undress to your comfort level — many clients keep underwear on. You'll be draped the entire time, and I'll only uncover the area I'm working on."
"Please let me know immediately if anything feels uncomfortable — pressure, temperature, technique. You're in control of this session."
"Do you have any questions before we begin?"
Phase 4: Treatment Delivery (T+25 to T+Session End)
Step 4.1: Environment Management
Adjust lighting before client gets on table
Confirm room temperature is comfortable
Begin with breathing coaching to induce parasympathetic response
Apply oil/lotion warmed to body temperature
Step 4.2: Pressure Check Protocol
At 5-minute mark: "How is the pressure feeling?"
At transition to new area: "Is this pressure still working for you?"
If client winces or tenses: "I noticed some tension here — should I adjust the pressure?"
Step 4.3: Home Care Instruction
During last 5 minutes: "As we finish up, I want to give you two things to do at home that will extend the benefits of today's session."
Provide specific stretch or self-massage instruction
Provide hydration and post-session care guidance
Write recommendations on take-home card
Phase 5: Checkout & Conversion (Session End to Departure)
Step 5.1: Post-Session Check-In
"How are you feeling compared to when you walked in?"
Re-administer Pain Scale: "What number would you give your discomfort now?"
Document improvement in client file
Step 5.2: Rebooking Conversation
"Based on what we worked on today, I recommend your next session in [timeframe] — that's when your body will be most receptive to continued work."
Present package or membership options if appropriate
Offer specific dates and times (binary choice)
Step 5.3: Checkout Process
Process payment
Present any gift certificates, retail products, or add-ons
Schedule next appointment before client leaves
Provide printed aftercare instructions
Walk client to door
Step 5.4: 24-Hour Follow-Up Trigger
Mark client file for 24-hour text follow-up
Flag for 3-day email follow-up if no rebooking occurred
Flag for 7-day non-converter follow-up if no package purchased
Quality Standards
Intake form completion rate: 95%+
Average consultation time: 12-18 minutes
Package conversion rate on first visit: 35%+
Add-on attachment rate: 30%+
Client satisfaction score (post-session): 4.8/5+
Common Mistakes & Solutions
| Mistake | Solution |
|---|---|
| Rushing the consultation | Schedule 15-minute buffer before first-time appointments |
| Presenting only one option | Always present 3-tier menu |
| Not asking about goals | Add Goal Question to every consultation |
| Forgetting to rebook before checkout | Make rebooking a mandatory checkout step |
| No follow-up scheduled | Automate follow-up reminders in booking system |
Version History
v1.0: Initial protocol
v1.1: Added pain scale re-administration post-session
v1.2: Added automated confirmation sequence
v2.0: Premium Edition — added conversion targets and home care protocol