Therapist Canceling on Client

[Da laiker]

I also think she has time management problems or a schedule that is simply overbooked.

I doubt it is overbooked if she goes over 30min for most appointments (two thirds of your appointments so far), that sounds like an underbooked therapist that is fitting in an appointment around the rest of her life. If she were doing back to back appointments, the door wouldn't be locked because she was already there, and she would probably think more carefully if she had to cancel more than one appointment at short notice - so far she is looking underbooked.

 

[PotHead Pixie]

This thread began with the question of whether or not it's wrong for a massage therapist to cancel an appointment at the last minute for a reason other than an emergency. Overwhelmingly, the members of this board agreed that this is unprofessional & unacceptable behavior.

Now, Ace88 has twice mentioned that this is a bargain massage therapist (2 hour massage for just $75). For this price, he says he's willing to put up with unprofessional behavior. Therefore, the original question no longer applies. I repeat my earlier sentiment: You get what you pay for. If you're looking for a bargain, don't expect a a great therapist, or perfect professionalism.

 

[The Dreamer (AC Theory)]

This thread began with the question of whether or not it's wrong for a massage therapist to cancel an appointment at the last minute for a reason other than an emergency. Overwhelmingly, the members of this board agreed that this is unprofessional & unacceptable behavior.

Now, Ace88 has twice mentioned that this is a bargain massage therapist (2 hour massage for just $75). For this price, he says he's willing to put up with unprofessional behavior. Therefore, the original question no longer applies. I repeat my earlier sentiment: You get what you pay for. If you're looking for a bargain, don't expect a a great therapist, or perfect professionalism.

I think for the most part, this is a fair point. I was very steamed on Saturday, though she said last night, it's probably better to call to make an appointment rather than to make one online, because sometimes the online schedule isn't updated properly. I've had tons of different massage therapists, and I do still think she is very good at what she does, particularily in the area of sports massage. I do think she cares about you and pays a lot of attention when you are in the room. I've had far worse - she's in the top 2 or 3 therapist I have ever had. And like I said, almost 2 hours for $75, I'm not expecting perfection. I still don't think she handled Saturday properly at all but if I can avoid this type of situation by scheduling differently in the future, maybe it will be OK. I'm really trying to figure out why she is only charging me $75 when the prices on her site say $95. $75 was a summer special and we are way past that point now...

Some have stated she doesn't have clients...I don't think that is the case. I think that is a wrong assumption to make. She just started her own private practice after working with a bunch of other massage therapists before. I've seen some other clients, and she works at the YMCA, with a ton of people around. If she closes at 6:30PM but squeezed me in at 7PM last night, you wouldn't expect there to be anyone after me, which is probably why she could take more time.

The only reason I started the thread was because I was steamed at the time and I do think I had a right to be - especially based on everyone's responses. I was kind of just trying to see would you as a therapist have done this to a client, and the answer was an overwhelming no. At the time, I was considering another therapist, but after last night's session, I feel like the problem can probably be avoided in the future. Sorry for bringing everyone into this.

 

[I can haz your soul]

No need to apologize. We are all hear to learn and grow independently and together. I'm glad you shared the situation because, as an MT, it reminds me of the ethics involved with canceling appointments, etc. (Though I haven't had to do this yet).

Thanks for your original post and all of your follow-ups.

 

[Lektronk]

I hate when I have to cancel appointments. And I HATE when I'm late, though I've only had that happen once or twice, and only be about 5 minutes... due to traffic and poor planning.

I have one client that shows up at 9am for her 9:30 appointments, we have an understanding that she will just sit and wait until I am ready. Usually I am not there until 9:15am, but there is a nice park bench in the lobby just outside my suite door... but I am rambling.

I have a $25 cancellation policy. If you cancel less than 24 hours in advance, I may charge for that at my discretion. (I usually don't if it is a longstanding client, or if there is illness or emergency... I don't want what they have, LOL! and would rather they cancel than infect me.) If I cancel with less than 24 hours notice, I generally will give the client the $25 "cancellation fee" off their next visit. I did not do this on that day I had my car accident, because all of my next day clients were regulars, and I was able to reach all of them the night before their appointment. (Plus I would have been out $175. Ouch.) Other than that, if I expect them to keep their schedule, they should be able to expect me to do the same thing.

On the other hand, one time I did cancel someone at the last minute who was a new client. I had a gut feeling it was not legit, but I scheduled him anyways. The next morning I had a migraine... one I would have worked through with a regular, (meds and all...) but it was a good excuse to go with my gut and cancel. I did not offer to reschedule, and I never heard from him again. Is that fair? Probably not. Was he legit? Yeah, probably (but trust your gut...) Do I feel bad? Ha! No.

Look, my opinion is that if you find a therapist that is a good technique for you, but you know they are flaky on time and schedule, if you choose to stay you lose the right to kvetch about it. You KNOW this is possible with every appointment you make. It's your trade-off.

Ace, you commented that the "problem" can be avoided in the future... DON'T bet on it... she's shown that she is incapable of adhering to the appointment as scheduled, either by being late, cancelling or running long. It WILL most definitely happen again, I'm betting most of the time too. She's not going to reform just for you, it's how she operates.