Robert Breault said that “Massage is the only form of physical pleasure to which nature forgot to attach consequences”, which may be true for all the lucky clients getting pampered - but most definitely doesn’t apply to the therapists getting the work done. As a massage therapist yourself, you have a lot of passion for your job and you wouldn't trade it for anything else. However, there are moments when you have to bite your tongue, trying to keep calm when you’re faced with a recurring annoyance. Let’s take a look at 4 things massage therapists wish clients would finally understand. And let's see what you can do to educate your customers on them. (Also - if you liked the quote, you may want to check out our collection of the best spa quotes that will invite clients for a good pampering).
Although incredibly beneficial for both mind and body, a massage will not replace a doctor’s visit, medicines and other professional remedial treatments. It is great as a complementary therapy, but not a cure-all for diseases and medical conditions. How many times have you had a client disappointed with their cellulite still being there? Or one who expected the massage to get rid of their so-called “body toxins”? Or just simply throwing a tantrum because their chronic pains didn’t disappear after one session? Some people expect an immediate and permanent effect after a single treatment… even though they don’t bother to do exercises you prescribed them. What should you do? Firstly, it’s very important to advertise your services properly. Don’t promise effects you cannot predict. By all means, list the benefits of getting a massage done, but use proper wording (“can”, “help”, “support”) and emphasise the importance of the need to return for multiple treatment sessions. Secondly, don’t give up and keep reminding your clients about the need for multiple sessions and maintaining the effect by exercising. Automatic messages will be the best solution here. Using Booksy, you can target specific clients with thoughtfully crafted messaging campaigns (Did you like the effect of our last Deep Tissue Massage? Remember that you'll notice the best results after multiple sessions) and light-hearted reminders (Knock-knock, it’s your massage therapist - don’t worry, I have your back! But you have to remember about your exercises! See you soon!).
A client comes to you for a deep tissue massage and states that they have no conditions that might affect the treatment. As soon as they undress for the massage, you notice an enormous, surgical scar on their back. Of course, you ask the customer why they didn’t tell you about it - and they seem genuinely surprised that it may affect the treatment. What should you do? You should always do in-depth consultations before you begin the treatment - and make sure to explain which conditions and recent procedures may be important to mention. Moreover, be prepared that sometimes you will be obligated to refuse the service - even though you are trained and know a lot about human health and anatomy, there are situations in which you simply cannot risk being a decisive person. If a client has been injured, it’s necessary for them to check with their doctor if the wound has healed enough. It's the same story with some illnesses and certain medications - massages can mildly affect the way a liver and kidneys work, therefore the doc’s opinion is a must in order to avoid possible complications. Note every client's health history in Booksy customer records. It will be safe and sound there and you will not have to depend on your busy memory to remember everything.
Massage therapists are the least judgemental people out there. When they look at a client, they don’t see excess fat, leg hair, back acne and blemishes, but muscles and knots they want to work on. By now, you've seen so many half-naked bodies that you can’t really be bothered by any physical flaw - but a lack of personal hygiene is a whole different story. I'm sure some of you have had clients who arrived to the appointment and haven't even showered after a long day. They ask for a foot massage, take off their shoes and you're greeted with an impressive foot fungus. This situation can go from being downright disgusting to actually being a health hazard for you. What should you do? It’s very important to state in your salon policy that you can (and will) refuse service if the client has any kind of infection going on, in the name of safety of both of you. For the hygiene issue - this is a delicate matter, and being blunt about this situation can hurt a client's feelings. There is a way to avoid doing so - if you use Booksy online booking, you can add a note in service description and/or a message that will be sent to your client before the appointment, e.g. "To prepare yourself for the massage, we recommend you to take a warm shower before the appointment to loosen up your muscles and put on comfortable clothes so undressing and dressing up will be easier!"
There is a major issue in the industry with clients, especially male customers, confusing your business with one that offers erotic services or expecting an erotic turn during the treatment (the so-called “happy ending”). What should you do? Firstly, make sure you are advertising your services properly. The wording is important here - watch out for words like “sensual”, “exciting”, “surprising”, as these words bring sexual connotations. Also, make sure to include in your policy that any inappropriate behaviour will equal being banned from your salon. If a customer asks you for sexual favours, you are in the right to end the massage on the spot without any refund. You are not responsible for these people's misconceptions about your profession. For the customers who had the audacity to hint at something of that nature - you can ban them from ever booking with you again - Booksy lets you do just that! And if you are being straight-on sexually harassed, don’t hesitate to call the police! Being a massage therapist can be very challenging. Sometimes you have to educate your clients, cool down their expectations or even deal with their inappropriate suggestions. Fortunately, there is a digital helper you can always count on - Booksy, salon software designed to help you deal with everyday struggles of massage therapists. And when in doubt, just think about all your regulars who praise the effects of your services! Get yourself your own Booksy and keep doing what you love!
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