Hi lovely,

A client said something to me recently that made me smile. She told me she could never hear where I was in the treatment room. She said it like it was a bit of a mystery, and I had to laugh, because the answer is simple:

It's such a tiny thing. I'd never really thought of it as something a client would notice. But she had. And it got me thinking about how many of these little details our clients pick up on without ever mentioning them.

That's what this week is about. Not the candles. Not the lighting. We all know about those, and our clients expect them now. I mean the tiny, almost invisible things that make someone feel properly looked after, the things they can't always put into words but remember anyway.

If I could only get therapists to change one thing, it would be how they open and close a treatment. Especially in holistic work, these are the moments that tell someone's nervous system it's safe to let go, and later, that it's safe to come back.

The ritual actually starts before they're on the couch. When a client arrives, I let them come in, sit down and have a chat first. There's no rushing them straight through to undress. Most people arrive with their day still clinging to them, whether that's traffic, work or the school run, so a few minutes to talk and settle makes a huge difference.

It's also when I find out how they're feeling and what they need from me today, and I explain what to expect during the treatment. When people know what's coming, they don't have to stay half alert wondering what happens next, so they can let go much sooner.

By the time the treatment actually begins, they've already started to soften.

I finish with a spritz of essential oil mist, invite one final deep breath, and then ring my singing bowl to mark the end. It's a clear, gentle signal that the treatment is complete, so they're not left lying there wondering if you're coming back.

If I've used a lavender eye pillow (which I love, it really helps people shut the world out), I lift it off slowly, and then I quietly ask how they feel.

It starts with the bed itself. If a client is uncomfortable, they can't fully relax, no matter how good your hands are. I add extra padding so the couch feels soft and cushioned, and I use soft, fluffy towels rather than thin, scratchy ones. When they're lying on their back, I pop a support under their knees to take the pressure off the lower back.

I also like to wrap their feet up snugly so they don't get cold. Cold feet are one of those things people won't mention, but they'll feel it the whole way through.

Then there's warmth: a warm couch, warm towels, warm hands, and warm oil. I keep my oil bottle in the towel caddy so it's always warm and ready. That first touch of cold oil on bare skin is enough to make anyone tense up, undoing all the settling you've just done.

For facials, I use warm mitts to cleanse and remove products. They feel so much more comforting than cold cotton pads or a damp sponge. And I don't use Velcro headbands. I find them noisy, especially that rip right next to someone's ear when you take them off, and honestly, a bit pointless. I wrap the hair in a soft towel instead. It's quieter, it feels nicer, and it keeps everything out of the way just as well.

The same goes for anything that makes noise. Remember the socks? When someone's drifting off, even the sound of footsteps on the floor is enough to bring them straight back.

Make a note after each appointment: whether they like quiet, what's going on in their life. Ask about it next time.

Nothing is rushed. Not the welcome, not the transitions, not the moment they sit up at the end. I leave enough time between clients that I'm never watching the clock or hurrying someone out the door.

And it undoes everything else you've done. None of this has to look like mine. The point is that your opening and closing are the same every time, so clients learn to trust them.

I'd love to know your little details. What's the thing you do that clients always notice? Hit reply and tell me. I might share a few (anonymously) in a future issue.