handling client complaints

[trai]

I am the onlyMT at a small day spa. I have been here a year and business has been increasing slowly but steadily. I  have brought several of my own repeat clients and specialize in deep tissue and therapeutic work. Since the other MT left in spring I have had several of his former clients who naturally missed him. Some like my style of work; others want a softer gentler style which I am happy to do if they want that. Since them my boss needles me endlessly that my work is too hard, I need to decrease my pressure, do only light work for females. Now I find that even though many clients love my work I got three complaints in  one day and my boss who is on vacation now wants to sit down with me when she comes back. I am sick of trying to be all things to all people. How would you all deal with this? I should say that I am not allowed to keep session records by my spa to protect myself from accusations. I have seen these bosses get rid of spa people like this also. Also how do you handle "touch phobic" clients? I have had 2 women who got sessions as gifts and hated being touched but did not want to offend the gift givers. I suggested other services but they wanted to proceed with the massages... this is one of my now complaining clients!!! I am over this!!! ???

 

[Mamma of 3]

What do you mean you aren't allowed to keep soap notes? I would do it anyway. Get a journal and daily keep a record making sure to date each entry. It seems very unethical that they would not allow you to keep notes. Especially so you  can CYA.

 

[Marie M]

althought  I work for my selfI also do only Tx work and I did run into the problem of working deep on every onewhat I eventualy relized is that what I would consider to be light work on a client may not be light for themwcih was a great momunt because now I go into a session treeting each client as an indvidual and create a Tx just for them instead of a one Tx fits all kinda of thingin the end Tx work is done at all depths and some times the lightest touch can be the deepest worksome thing to think about

 

[Soong Bae]

have any of the beauty therapists any training in a small amount of body work? They are usually very light compared to a massage trained individual. Admittedly you usually won't know if they should see the beauty therapist for a massage until you are face to face with them, but you might be able to reschedule their appointment. Another idea might be get some training in lymphatic drainage.  You've got to be light for that, and it would give your mind a structure to work lightly.  Plus it is useful to know for any swelling. You probably get a bit deep without even realising it. Not letting you keep notes is not good  Is there a consultation form and the spa won't let you expand on that beyond "1hr massage" or no records whatsoever?  Are they concerned that you won't have enough time in the day if you start keeping notes? Are they concerned the clients will think they are loosing massage time if they fill out an intake form/have notes taken?  They could be given the intake form while they are waiting for you. If you can understand their reasoning, you can have a better discussion.  A standard beauty therapy consult card just lists date, therapist, treatment, retail sales and next appointment - bodywork requires more, many people with a beauty background don't understand that at all.If you use essential oils, you need a more detailed intake form because there are so many contraindications for certain oils.  Maybe you could say you were interested in using aromatherapy, but only if you had a full intake form. I'm not sure if US health funds cover massage - in Australia most of them now include massage with dental/chiropractic cover, but you must have full records to be able to give receipts for health fund records.  (the rebates are only about 20-40% of the fee).  Maybe that might be another reason to allow you to kepp records.

 

[miguel]

handling client complaints

Touch is an essential element to all of massage. It is crucial to treat each person uniquely as each person's needs and preferences are indeed different.I myself, lean towards deep tissue and acupoint techniques...but am highly aware that it is not for everyone. Some people simply have more of a delicate structure so it is very important to gauge the proper pressure/technique with these clients especially for the first few times. I always encourage feedback without trying to be too annoying during the massage, and find delicate types usually prefer more of a swedish style massage..(though that is not always the case.) No big thing...just adapt to what the client prefers.I disagree w/ the spa owner to only do 'light work' on females. Again it depends on their body types, structures, and what they want. I personally like deep work and so do many of my female clients.It sounds like there might be more going on w/ the old clients then with just the 'touch/pressure' issue. In which case, no matter what you offer may be as good as what they felt was better from their 'old therapist.' I have seen this pattern also displayed in a spa where another therapist picked up old long time clients from another. It was hard for them to shift to another person and they often complained.Understandably, many people do get quite attached to their therapists and the techniques they used, especially once they get to know them and develope a good rapport over time.

 

[Dr. Ernest J Folk]

Sadly, we still face the perception that a woman will want light work while a man will need deep tissue.  Also, a slight woman will not be able to give a good deep myo treatment and a man can't possibly give a "relaxation" treatment.Hopefully we can dispell these myths while treating our clients.I would however re-evaluate my technique if I were to get three complaints.  Sometimes we can be cornered in a technique and feel we cannot modify it.Perhaps you could do a trade with a trusted MT and get critiqued.  The key here is not to take it personally, just learn from it.Robyn

 

[fyou6382]

Minister, does your state licensing agency require you to keep notes? I'm sure different states have different requirements, but the state I live in requires it.  I agree with superspa, keep them anyway is my suggestion.Scav

 

[diamondflower]

handling client complaints

Minister, Do you have some sort of mentor you could talk to about this? I've contacted my massage school teacher a few times over the years when I had concerns about something. It can also be good to get some honest feedback from a friend or trusted colleague. Just make sure if they give you constructive criticism to keep an open mind and not take anything personally. Best of luck! Cassandra/Lotusgirl