November/December 2001, Issue 94

On the Cover

by Karen Menehan
The terrorist attacks of September 11 touched us all. As a nation, we prayed and grieved. We read newspaper accounts and watched hour upon hour of news reports. We felt united by our fear and our anger, by our identity as Americans, and by our compassion for those who suffered.

Alongside the candlelight vigils, prayer services and headlines, behind the scenes and out of reach of the TV cameras and microphones, an unorganized yet highly committed assembly of massage therapists worked tirelessly to relieve the stress of rescue workers, relief staff and volunteers.
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Keys to Improving Your Customer Service
by Melinda Minton

A service-based industry is all about serving clients, and clients come in a variety of forms. Sometimes a client is a gift from the heavens, and other times a client can be a full-blown nightmare. Whether you work in a spa or are in private practice, you need to know how to tactfully handle customer service issues. How do you deal with angry clients? How about clients who refuse to pay? And how can massage therapists stay motivated when they have to deal with customer complaints?    Read the Full Article

Research Matters
by Janet Kahn, Ph.D.

In this column, researcher Janet Kahn, Ph.D., shares what's happening in the area of massage research and what the massage field can do for its advancement. In this issue, Janet discusses the various types of research.

The Winning Edge: How Massage Helped Duke's Blue Devils Become NCAA Basketball Champions
by Moryt Milo

The team had a winning recipe for success, one that called for equal parts talent, coaching, heart and drive. There was, however, an additional ingredient stirred into the mix, an ingredient that gave Duke's starters an extra edge when they walked onto the court. That special ingredient was massage.
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Business Wise

Martin Ashley answers your business-related questions.
Learn how to promote your massage practice via the Internet.

E X P E R T  A D V I C E
by Charlotte Michael Versagi

Experts explain The purpose of SOAP charting, and how to market animal massage.

Body Language
by Thomas Myers

This column explores the alphabet in terms of the body and bodywork. In this issue we explore the letter G's origin, Elsa Gindler and her work, the gamma motor system, and Golgi's tendon organs.