As Massage Therapist we work with people on an intimate level. Our clients look to us for tension release and stress relief. With experience and know how we are able to care for most of our clients needs with ease and confidence.
What about the clients who need our wisdom but also have some issues with our delivery.
Client complaints can go from simple to complicated in 60 seconds flat. The top complaints are ones that we have heard of or from a client.
#1- Talking too much during a session– This is the #1 complaint in the massage industry from clients. We need to communicate with our clients and we can do that while keeping the focus on them, which is all they really want.
#2- Not enough pressure for the clients needs- As Therapists we tend to start lightly and build our pressure so we can keep the client relaxed. a good remedy for this is not asking if the pressure is good but asking instead if the pressure could be lighter or deeper. This gives your client the freedom to change without feeling like they may offend you.
#3- Massage time is too short– This seems like a compliment more than a complaint. Every client wants a long massage and that is good for the Therapist, but we do have schedules to keep. This is fixed by our attention to detail. We can always start and end on time. We can encourage our clients to schedule a longer session for the next appointment.
#4- Temperature too cold- Most spas and Massage businesses try to keep the temperature of their rooms comfortable. Always ask your client if they need more than a sheet. Ask this during the intake portion of the appointment. Having warmed blankets in the room at the ready can make you a very popular therapist.
#5- Not listening to client concerns and request- We can get very busy and find that we move from one client to the next forgetting our real purpose as therapists. We are there to help our clients be the most balanced and relaxed that they can be. Take time for yourself so you will always be ready for your clients and anything else life may send your way.
#6- Side effects- Clients can often come in and ask for a deep tissue massage and then go home to soreness and fatigue. We should always tell our clients any side effects they may experience from any modality. This is also a perfect time to encourage your clients habits between massages. (stretches, water intake, etc.)
#7- Therapist appearing tired- Clients come to us expecting complete attention on them. When we take the focus off of them and put it on ourselves it can appear very un-professional. We all know this. We also know that we must stay balanced and healthy to be prepared to always give our best not just to our clients but also to ourselves.
#8- Not having a treatment plan for our clients- This surprised me. Clients like to have a plan for their health and well being. We can give them a good plan of action and how we can approach any concerns they may have. This plan should be created with the client during the first 2 sessions.
#9- Not offering options- Clients love to feel spoiled. We are all keeping notes on our clients. Always add something to your notes about special modalities your client is interested in or aromas they are fond of. Offer variety and they will always return to you.
#10- Not fulfilling the clients expectations- If we send our clients home dissatisfied with their massage, they may not return. Communicate with your client about their expectations and do your best to meet them. Be sure to tell your client if the expectations are unreasonable and offer an alternative.
