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Body Techniques Invites those with the following minimum Qualifications to Apply

A. A qualifying certificate from an approved private post secondary school issued in their state of work.

B. A minimum of 500 hours of training and 6 months experience.

C. Each qualified applicant must:

• Provide a resume.
• Attend a formal interview.
• Demonstrate their technique in a rigorous examination.
• Have good communication skills.
• Have a strong work ethic.
• Have a crisp personal presentation.

Beyond being qualified, all of our therapists have proven themselves as top quality, highly skilled practitioners. There are many “qualified” therapists who do not measure up to our skill level requirements. These skill levels are measured only thru on-hands applications.

Training and staff evaluation

Body Techniques not only hires the most qualified therapists but we also go a step further by providing additional training specific to chair massage before sending our representatives to a job. Chair massage is a specific style on its own and requires special training. Each of our therapists learns our Body Techniques massage protocol from our trainers. Additionally, they learn communication techniques, which streamline client intake and enhance the client experience.

Quality control is a very important issue. Customer feedback as to how well the outcome is being achieved is one very important way for us to fine tune our services.

Body Techniques’ Advanced Onsite/Chair Massage Technique Training was developed by Body Techniques to address our concern that the schools around the country were not spending enough time teaching quality chair massage techniques. This type of service is very different from table massage at a spa and needed to be treated as such. This advanced technique is taught to all of our therapist candidates and is practiced by all of our active employees. We continually take customer feedback and new techniques that are being developed around the world to improve and update our massage techniques.

Quality Control & Improvement

Body Techniques is always striving to better ourselves and our systems. Here are a few ways we put ourselves above the competition.

• Massage is not a very technologically advanced field overall. In fact, I think it attempts to avoid technology in certain ways. Body Techniques has always strived to leverage technology as much as possible, which has been a great benefit in relation to our Quality control.
• Evaluation systems need to be easy and real time to have the best effect on any service program. Body Techniques uses web-based feedback forms to get specific and efficient evaluation of our massage services. These are simple feedback forms that make it easy for the client to respond. (The higher the response the better our programs become)
• Our evaluations are most often done via the web, which allows us to supply our customers with real time email responses to any issues that may arise. However, in addition to email we also offer phone support for our customers from 6am-6pm PST. We get a lot of great feedback about our response times to clients concerns and questions – this is what we strive for each and every day.
• All of our therapists are continually under review. We conduct phone surveys of our event contact people along with end user surveys wherever possible.
• eFeedback surveys, that I described earlier, are sent randomly to customers who have received a session from one of Body Techniques Therapists. Statistics are kept on various performance indicators such as average rating by clients and percentage of repeat clients. More comprehensive client surveys are done periodically to provide a more detailed picture of each therapist’s performance. This feedback reaches our therapists on a real-time basis.

Affiliations and Compliance

Everyone wants to surround themselves with the best. Body Techniques has chosen Affiliations with:

• IMA (International Massage Association) – 7 years. Body Techniques’ owners, Austin Lund and Rowan Richardson are long time members of IMA.
• Body Techniques is a member if the nationally recognized organization SHRM. This is a fantastic Human Resources Management association that has been a tremendous benefit to our company and our relationship with client companies as well as with our own staff members.

As you may know, the regulator framework in massage therapy is not uniform from state to state or even county to county. Body Techniques spends countless hours making sure we are always current on the qualification standards of each city we are working in and that our staff is current with those requirements. Our approach is to require:

• Legal Certification
• Documentation of training from state approved vocational schools
• Industry standard liability insurance

Membership in one of the major massages associations such as AMTA, ABMP, IMA or ABOTA

Important Facts About Body Techniques

Q. What year was Body Techniques founded?

R. 1994

Q, Who Owns Body Techniques?

R. There are many partners involved in Body Techniques. Those with the largest stake in the company are noted below.

• Austin Lund. President and CEO
• Rowan Richardson, COO
• Sushma Shah, MD – Medical Officer

Q. Does Body Techniques offer diversity?

R. YES. Not only is Body Techniques a minority and women owned company, but we strive to maintain a diverse workforce as well. Where possible, ethnic diversity and gender are considered in our hiring process, particularly if our staff has become unbalanced.

We are able to fulfill order requests for female staff, Spanish-speaking staff, and Mandarin speaking staff, among others. The Health Promotions Department was very pleased with our ability to provide the required staff.

Q. Does Body Techniques have a medical advisory oversight committee?

R. YES. In Fact, Body Techniques, LLC is the only Massage therapy company in the country with a Medical advisory staff. There are 2 medical advisors on staff at Body Techniques. Dr. Sushma Shah, MD and Dr. Robert Dapprich, DC, RN.

Dr. Shah’s role, as an acting partner in the company, is to advise and review medical protocol in all areas of service. Dr. Shah works directly with Austin Lund, President, Rowan Richardson COO, and Dr. Dapprich in an advisory role regarding any questions or concerns that arise medically with any of our clients or staff. This allows our staff to confidently administer our services to all customers including those who have specific medical concerns or conditions. Dr. Shah also overseas our risk management issues internally. In summary, Dr. Shah provides broad medical expertise and quality assurance to Body Techniques, LLC. You can read about Dr. Shah’s credentials in the “Body Techniques Staff and QA” section of this proposal.

Q. Is Body Techniques organized and computerized?

R. Body Techniques has always been very serious about its business practices. Even when we were a small 2 man company our accounting and reporting systems were very complete and accurate. We have always felt that organization and good record keeping pays off greatly when it is time to analyze the business and project goals into the future.

Body Techniques relies heavily on computer technology. It is very important in providing the best customer service possible as well as being able to report any statistics that might be required when working with other corporate environments.

Reports are very important in evaluating our progress toward goals we have set each year. Because we care about reaching our goals, reporting is strong and can be provided to customers in many different formats. However, since we are completely digital, we are able to manipulate the information to meet any specific requirements that you may have.

Q. Does Body Techniques have the ability to conduct eCommerce business?

R. YES. Body Techniques has been leading the way in automated massage services across the country. We have never been involved in any eProcurement systems, but have very good technology behind our eCommerce systems. Body Techniques currently does all of its credit card transactions and invoicing from our proprietary website. We have developed a web-based program that has taken a very complicated delayed accounting procedure - and automated it. Body Techniques is the only massage company in the country with such technology.

Q. Does Body Techniques have the ability to issue electronic invoices?

R. YES. We currently prefer to do invoicing electronically. Customers who are setup to use our web-based system, all the invoicing is automatic. Other customers receive PDF invoices via email from our local accounting program.

Q. Does Body Techniques have the ability to Receive Electronic Payments?

R. YES. Currently we can accept the following types of payments and are willing to set up other types if necessary:

1. All Major Credit Cards
2. Direct deposit, Pay Pal or Pay direct

Q. How does Body Techniques provide customer service and client support throughout various time zones - Pacific, Mountain, Central and Eastern?

R.  Body Techniques works really hard to make customer service a priority.  We offer phone support from 6am-6pm PST.  Monday – Friday and 10am-6pm on Saturday’s.  This is generally acceptable to cover the majority of the business hours from the east to the west.  Email Support is available 6am-11pm PST.  Monday – Friday and over the weekend.  The office closes after 6PST so the phones are off, but we all take our work home with us and cover the later hours on email just in case there are any questions that arrive late in the evening.