I went to Massage Envy Yesterday

[Pompal 09.]

I had to experience it first hand. MT's are feeling pretty passionate about how it's affected the industry and I wanted to experience it for myself before creating my own opinion.

So here's what I experienced:

1) I booked a Sports Massage. What I got was a weak Swedish massage that neglected to address my low back, glutes, shoulders, occiput and head entirely. The strokes and technique used indicated a complete lack of understanding of muscle anatomy and/physiology. ( 1 out of 5 stars)

2) Massage lube came from a well used tube. Cross contamination was assured.

3) The environment was spartan, but comfortable and clean. Good mood and professional.

4) "Prescription" for massage 2x month was given to me with solid push to join their membership program after the massage. Prescription was baloney and clearly used to set up the sales pitch on the exit. I could tell the therapist was just going through the motions in writing it up and didn't really believe in it herself. Weak.

5) Shared with the Assistant mgr. my disappointment in the massage. She seemed genuinely surprised, stating that the MT who worked on me was "one of their popular" ones. She gave me a coupon for a free massage. Nice touch.

6) Paid $49 + $10 tip for a total of $59. More on this in a later post.

My thoughts:

I learned that MT's get paid $17/hour of massage, nothing if they don't have any clients, and $20/hr if they do more than 20hours of massage a week. I'll share more in a future post when I discuss pay rates for MT's, but clearly this level of compenstation isn't going to attract and/or maintain the best talent.

I also feel like the general public who has experienced a massage at ME hasn't experienced a "real" massage and still is coming back for more. Crazy, but very encouraging for those MT's who actually do have some talent.

What Massage Envy has going for it is a marketing engine that brings new clients in the door, easy to find retail locations, a reasonable cost structure, a professional first impression and a credible business that leaves no room for interpretation about what kind of a massage to expect.

Where ME drops the ball, as far as my singualr experience leads me to believe, is in the quality of their services.

Now that we know what we're up against, how do we compete?

Ideas and methods for building a vibrant practice: http://www.massagesuccess.ning.com

 

[Ghapy]

I went to Massage Envy Yesterday

I always feel sorry for a lot of the people working at those places, seems like it turns a massage therapist into a common labor. It would be hard to keep a good spirit in an environment like that.

 

[HELP! i lost my keys!]

I went to Massage Envy Yesterday

You know, I get a lot of massages here in San Diego. I've had that experience at a LOT of private practices-- especially with the dirty massage tube. I've had therapists drinking water during my session and also blowing their nose and many many other things that I'm not surprised when they mention how slow their business is going. Many of these therapists were HHP's (Holistic Health Practitioner's) who have minimum of 1000 hours of education, yet don't even have a great understanding of the body. I'm starting to wonder if I should just go to a Massage Envy to get a decent massage!

Anyway, I'm now developing a CEU course to teach therapists what professionalism is and isn't and how to be professional. I think a lot of mt's need it out here, that's for sure. I've been to just a few therapists who do great work, but their customer service skills are non-existent or their massage rooms are dirty, or the sheets are stained.

P.S. One of the few good massages have been from an HHP here on this board.

 

[Ruby T]

I went to Massage Envy Yesterday

Anyway, I'm now developing a CEU course to teach therapists what professionalism is and isn't and how to be professional. I think a lot of mt's need it out here, that's for sure. I've been to just a few therapists who do great work, but their customer service skills are non-existent or their massage rooms are dirty, or the sheets are stained.

P.S. One of the few good massages have been from an HHP here on this board.

I completely agree! I think that this is a great idea. Right along with this is the skill of listening, and being fully attentive to the client. Intent, presence, cleanliness and professionalism begin before a client ever walks into your office. All of these things need to be present and taken care of in advance - before your client ever walks through the door!!

 

[MsJamers RN]

I went to Massage Envy Yesterday

Anyway, I'm now developing a CEU course to teach therapists what professionalism is and isn't and how to be professional. I think a lot of mt's need it out here, that's for sure. I've been to just a few therapists who do great work, but their customer service skills are non-existent or their massage rooms are dirty, or the sheets are stained.

Brilliant idea!

 

[Elle M]

I went to Massage Envy Yesterday

Love it, Kathryn.
Now how can we get more MT's to be aware of what professionalism looks and sounds like? Know anybody at the big schools who would push to make this part of their curriculum?

 

[Pompal 09.]

I went to Massage Envy Yesterday

Well, I would think you just come up with a course and approach the massage school with it to add to their curriculum. It seems many schools teach it under ethics or in their business class, but it probably needs to be a separate class. In my 11 years of work as a mt, I really believe that it's not necessarily how good of mt one is, but how professional they are in their work that determines whether or not one is going to do well in this field.

From my observation of many mt's is that they equate being professional with being cold and uncaring, which it certainly isn't. I think many mt's would be surprised at how busy they would be right now in their businesses if they understood it better.

 

[mundox]

I went to Massage Envy Yesterday

Most of my "professionalism" learned was incorporated into every class and every aspect of school, beginning on our orientation day. Although it was probably most emphasized in my ethics class as well as my internship, it wasn't just one separate class; we were constantly reminded throughout our whole program how professionalism was expected of us, how our physical appearance and actions reflected on the school/classmates/the whole industry.

The school I work for doesn't have a course set aside for it either, although it's gone over a bit in basic Massage I class and I try to re-emphasize that in my ethics class. Overall, the environment is a lot more lax on being professional, and while students get very good education, I feel like they would benefit so much more with some stricter policies. I think continuing education on professionalism is a wonderful idea, because just like ethics is continually required because so many of us forget it so quickly, the same applies to professionalism- we simply forget.

 

[azninvasion]

I went to Massage Envy Yesterday

I like what you're saying Toaist. Made me think of my kids and the environment they grow up in in their home and how it will unoubtedly affect their behavior and perspective once they're on their own. Make professional behavior an expectation and a habit and lead by example. Same thing should be expected of schools.
Sounds like you had a great school experience - I'd love to know where you went?

Unfortunately I think many of the trade schools that offer a massage curriculum are driven solely by profit motives, have dialed in on the Federal student loan program to fund students tuitions, are paid up front and aren't very discriminating about who they hire to teach or the environment they provide for their students.

The challenge I see with introducing a course like the one proposed is getting the same schools who's focus is giving "x" hours of instruction and getting the next batch of paid students in to even entertain an additional course. CEU's are, of course, a different matter and it would be great to see the NCTMB or states require a professionalism course.

 

[Timothy H]

I went to Massage Envy Yesterday

I went to a school which emphasized professionalism in all classes, every day, from start to finish. The instructors, TAs, and all the administrators and support staff modeled it. Even so, it was clear that at least 1/4 of my classmates viewed professionalism as a burden rather than as a virtue. We were educated about hundreds (thousands?) of reasons why things like personal hygiene, punctuality, communication skills, etc. were important for future success, yet some people just didn't make the mental connections needed to take those things to heart.

If you are going to teach professionalism, you need to provide an immediately applicable context that will drive the point home. Some people still won't get it, but some will and those are the ones to focus on.

 

[ebonyqueen]

I went to Massage Envy Yesterday

I like what you're saying Toaist. Made me think of my kids and the environment they grow up in in their home and how it will unoubtedly affect their behavior and perspective once they're on their own. Make professional behavior an expectation and a habit and lead by example. Same thing should be expected of schools.
Sounds like you had a great school experience - I'd love to know where you went?

Unfortunately I think many of the trade schools that offer a massage curriculum are driven solely by profit motives, have dialed in on the Federal student loan program to fund students tuitions, are paid up front and aren't very discriminating about who they hire to teach or the environment they provide for their students.

The challenge I see with introducing a course like the one proposed is getting the same schools who's focus is giving "x" hours of instruction and getting the next batch of paid students in to even entertain an additional course. CEU's are, of course, a different matter and it would be great to see the NCTMB or states require a professionalism course.

I went to Utah College of Massage Therapy in Lindon, UT.

 

[Ade]

I went to Massage Envy Yesterday

Jason wrote "If you are going to teach professionalism, you need to provide an immediately applicable context that will drive the point home. Some people still won't get it, but some will and those are the ones to focus on."

That's quite true, I'm planning on offering the course as a CEU, not in a massage school. I really want to get those therapists who have a practice that isn't doing well and they can't figure out how to make improvements, because the main issue can be a lack of professionalism. Or maybe they are working at a spa or other type of center but can't figure out why their not getting repeat clients. Also, after some experience teaching at a massage school-- I want to teach the therapists who are paying for the class to learn something to help themselves as opposed to just learning massage b/c they think it's something easy they can do to make a lot of $$

 

[papercutfaint]

I went to Massage Envy Yesterday

If you are going to teach professionalism, you need to provide an immediately applicable context that will drive the point home. Some people still won't get it, but some will and those are the ones to focus on.

That's easy enough. Don't make your professionalism grade? Don't pass. That's about as immediately applicable as it gets for a student.

I got points off a major test grade for wearing wrinkled scrubs. I don't have a clothes dryer and rack-dry everything, but I certainly take more care with my personal appearance now. Of course, some people will drop the discipline as soon as they've got a diploma in their hands, but a one- or two-year habit is as good a head start as you're likely to get anywhere.

In service,

Kat

 

[ragapple]

I went to Massage Envy Yesterday

So here's what I experienced:

1) I booked a Sports Massage. What I got was a weak Swedish massage that neglected to address my low back, glutes, shoulders, occiput and head entirely. The strokes and technique used indicated a complete lack of understanding of muscle anatomy and/physiology. ( 1 out of 5 stars)

2) Massage lube came from a well used tube. Cross contamination was assured.

3) The environment was spartan, but comfortable and clean. Good mood and professional.

4) "Prescription" for massage 2x month was given to me with solid push to join their membership program after the massage. Prescription was baloney and clearly used to set up the sales pitch on the exit. I could tell the therapist was just going through the motions in writing it up and didn't really believe in it herself. Weak.

5) Shared with the Assistant mgr. my disappointment in the massage. She seemed genuinely surprised, stating that the MT who worked on me was "one of their popular" ones. She gave me a coupon for a free massage. Nice touch.

6) Paid $49 + $10 tip for a total of $59. More on this in a later post.

I'm curious to know why you gave a $10 tip when you were so dissatisfied with your massage experience?

My thoughts:

I learned that MT's get paid $17/hour of massage, nothing if they don't have any clients, and $20/hr if they do more than 20hours of massage a week. I'll share more in a future post when I discuss pay rates for MT's, but clearly this level of compenstation isn't going to attract and/or maintain the best talent.

I also feel like the general public who has experienced a massage at ME hasn't experienced a "real" massage and still is coming back for more. Crazy, but very encouraging for those MT's who actually do have some talent.

What Massage Envy has going for it is a marketing engine that brings new clients in the door, easy to find retail locations, a reasonable cost structure, a professional first impression and a credible business that leaves no room for interpretation about what kind of a massage to expect.

Where ME drops the ball, as far as my singualr experience leads me to believe, is in the quality of their services.

I don't have any direct experience with Massage Envy so I really appreciate the information you have provided in this post.

Now that we know what we're up against, how do we compete?

Personally I don't really feel that I am in competition with Massage Envy. I have over 15 years experience doing massage and primarily work in the client's home or office so I'm providing a different service than Massage Envy is.

 

[Randy B]

I went to Massage Envy Yesterday

I've had therapists drinking water during my session and also blowing their nose and many many other things that I'm not surprised when they mention how slow their business is going.

Could you please elaborate a bit more about your concern with "therapists drinking water during" a massage session? Personally I always have water with me and usually take a sip or two especially during longer 75-90 minute sessions.

If someone was giving me a massage when they clearly had a cold I most definitely would terminate the session immediately. However, if a therapist needed to sneeze during a session, I wouldn't have a issue with them stepping away from the table, sneezing into a tissue or towel and then resuming the session after they have washed their hands.

Anyway, I'm now developing a CEU course to teach therapists what professionalism is and isn't and how to be professional.

I think this is an excellent idea. Is there another thread where this could perhaps be discussed in more detail?

 

[Teo]

I went to Massage Envy Yesterday

During long sessions or during some seasons, I sometimes have to have a drink of water. Especially here in Florida, it's almost always hot, and hydration is key to getting through the day. I always let the client know I may break for a sip of water, but invite them to do the same as well. I've never had a problem. In fact I've had clients insist I take a drink when they have asked for water!

 

[Pompal 09.]

I went to Massage Envy Yesterday

I think it's unsanitary for a therapist to go pick up anything with their hands and then place their hands back on my body. How do I know where that cup has been? It wouldn't bother me if the therapist sipped from a straw without picking up the cup. I live here in San Diego where it's dry, but I've also lived in AL, FL and Venezuela (near the equator) so I understand weather and being hot.

If you're drinking adequate water throughout the day, you should be fine going without for 60-90 minutes. But if the therapist must, please wash your hands or sanitize them before touching my body again!

Also, it wouldn't bother me if the therapist sneezed into a tissue if they washed their hands, but this particular therapist didn't wash her hands.

Here in San Diego, we get all kinds of nasty crap that comes off the cruise ships. Such as the Norwegian stomach virus which is not only coneforum.xxxious, but will put you out of work for several days.

What makes me more sensitive to some about germs is that I have firsthand experience with coneforum.xxxious diseases, as well as lice, scabies and athlete's foot, so I think I'm probably more aware than most about those types of things. Not to mention the clients I have who have weakened immune systems due to diseases or medications.

 

[lucilla]

I went to Massage Envy Yesterday

I think it's unsanitary for a therapist to go pick up anything with their hands and then place their hands back on my body.

I have to think about this comment. That's an interesting concept, but, what about the air that is surrounding your body? Aren't there bacteria floating there as well (here's an article: Study Finds the Air Rich with Bacteria), let alone that the containers we use to hold our massage creams and lotion?

I absolutely understand not wanting someone come to the table with "unwashed" hands, but I am not sure about asking them not to drink from a bottle or cup, mid-massage, if they need a drink of water. I mean, you can, of course. I am just not sure your bacterial load is going to change that much from this occurance.

Please give me more insight. I am interested in learning more.

 

[Pompal 09.]

I went to Massage Envy Yesterday

Here's what I wrote: " It wouldn't bother me if the therapist sipped from a straw without picking up the cup.".... "But if the therapist must, please wash your hands or sanitize them before touching my body again!"

In turn, it confounds me why you can't see why I have a problem w/a therapist touching my body after picking up a cup they probably handled before they washed their hands. I'm not comfortable with it, and that's just the way it is-- what more is there to explain?

I don't pick up my lotion bottle, it's attached to my hip. Not only that, but I do sanitize the pump handle after each client.

 

[Mike M.]

I went to Massage Envy Yesterday

I'm not comfortable with it, and that's just the way it is-- what more is there to explain?

I don't think anyone would argue your right to feel this way and to act accordingly in your massage practice. But here on a discussion forum, I think what pueppi is asking for is an explanation as to why you feel this way. From what you've written it sounds like an unexamined feeling. She provided a link to some information about the level of bacteria in the air around us and she was asking for more information or background from you.

It actually seems like more of a bacterial problem to touch a cup, wash your hands, finish working on the client, and then after work is over to hold that cup again and drink out of it. Then you have taken bacteria from the client's skin, put it on your cup, and probably not washed your hands (or the cup) again, in this way contaminating yourself.