Body Wisdom Massage School’s Blog

Here are The Top 7 Client Complaints clients report when receiving a massage and our way of addressing them in the Body Wisdom Clinic:

#1 Talking too much: Chatting during the massage is the #1 complain industry-wide!  Do you keep talking to a minimum?  Any conversation should revolve around the client and their needs and add value to the quality of your hands-on work?  Rule to follow: Keep conversation to a minimum except to enhance the therapeutic experience.

#2 Pressure Too Light: Can you meet your client’s needs effectively? Ask your client for feedback. Don’t just ask, “Is this pressure OK?” because clients will hesitate to criticize. Instead, ask, “Could this pressure be lighter or deeper?” That way, they have the invitation to give feedback on your pressure one way or the other.

#3 Time too Short: Do you ever cut a treatment short?  Clients feel they pay for your time.  Make sure they get the MAX time available.

#4 Temperature too cold: Do you ask the client about their comfort regarding temperature as the massage progresses? Do you have the means to warm them up?  All therapists should have a blanket available.

#5 Being unresponsive to requests: Do you listen closely to the client’s needs and meet them as much as possible? Do you tell them clearly what you are going to do and in what order and get their feedback and consent before starting the massage?  Ask about them, and then make sure to address their specific needs and requests.

#6 Side effects: Do you warn clients about possible side effects, such as the possibility of being a little sore after deeper work.  Take the time to communicate fully with each client regarding post-massage expectations.

#7 Appearing tired: Do you make sure to take care of yourself so that you are in top shape for doing massage? Do you ever complain to your client about how hard you work and how tired you are?  Never complain to a client about anything, including “the profession”, your place of business, or your personal life.  This is ALWAYS seen in a bad light by clients and takes the focus off of the client and their needs.

I am adding to this list all the time and I welcome your comments and any suggestions about what bothers you!

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Rhett Hatfield: Director of Education Body Wisdom School
“900-1300 Massage Therapist Certification Programs, 5 Different Career Tracks.” Create your “custom massage certification program” of anywhere from 900-1300 hours of world-class massage and bodywork education.  CEU Programs are available.

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