10 Client Blunders

We’ve rounded up the top ten mistakes clients may make before they even get on your massage table and provided solutions on how to fix them. Know the potential pitfalls in advance so you can help guide them on a righteous path to getting the most out of their treatment and appreciating you.

# 1: They’re not in the moment

Being as receptive and open to the massage process as possible is important for a successful appointment.

Solution: Set the scene and create a calming atmosphere for clients the moment they walk in your door.  Think gentle lighting, soothing music, comfortable temperature, an offer of tea or some water before they begin treatment. All of these things will help clients feel more relaxed and receptive to what’s about to happen.

# 2: They’ve just inhaled a 4 course meal

Eating immediately before a massage will cause discomfort on the massage table as the body tries to digest the food.

Solution: When you’re taking the booking, remind clients to eat at least an hour before they arrive to let food digest. This is especially important for a client trying to fit a massage and food into their work lunch break. Suggest something light, like a yogurt, to fill the gap, then lunch at their desk afterwards.

# 3: They’re perpetually late

We get it, everyone is busy, but if you have a client who is consistently running in the door just in the nick of time (or just a bit after) it’s time to try and address their time-management. Arriving frazzled means it takes them longer to relax, which means they get less out of the session.

Solution: Have a policy that clients should arrive fifteen minutes before their appointment to get undressed and unwind. If you write “4.45pm for 5pm” on your appointment card, you’ll be surprised how clients conform.

# 4: They’re embarrassed

Some people just aren’t used to being semi-naked in front of other people. Or, they don’t mind getting their gear off, but they don’t know just how much to take off!

Solution: Before you leave the room for them to get changed, say exactly what you expect to see when you return. It may seem obvious to you that when you say, “I’ll leave you to get ready” you actually mean “please remove your shirt and your bra and your jeans, but you can leave your underpants on and here is a towel for draping”, but if they don’t know, they just don’t know. So be upfront and there will be no…. erm… awkward surprises.

# 5: They don’t tell you all the stuff

It’s so important for you as a professional to know exactly what you’re dealing with before you get started. Does your client have any health issues? Are they allergic to lavender oil or have a pathological hatred of patchouli? Do they have a phobia about their feet being touched?

Solution: Being open and honest yourself will help coax a shy person out of their shell. Client intake forms will cover the musculo-skeletal essential info but always note other, more personal preferences, for future treatments. Clients will be impressed you ‘remembered’ and feel really valued as a result.

# 6: They don’t give feedback

Do they like the music? Is the pressure too much? Is their nose being squished in the massage table? Many clients don’t speak up because they feel they should be acting a certain way and don’t want to make a fuss.

Solution: Ask them a few questions, particularly at the beginning of the massage, to make sure they are feeling comfortable. It’s also good practise to tell them that they can ask you a question or talk to you at any moment during the massage. Just because you’re not talking, doesn’t mean they can’t if they feel the need.

# 7: They don’t breathe

Ok, they breathe, but it’s shallow (if they weren’t breathing at all that would be a whole ‘nother problem!). Shallow breathing could be a sign they feel anxious or stressed. They could even feel tense when a sensitive area is being worked on.

Solution: Remind them of their breathing at the start of a massage and perhaps breathe in and out with them a few times to get the rhythm going and prompt them to breathe deeply through the sore spots.

# 8: Their mind is wandering in the wrong direction

If you’re working away on tired, stressed-out muscles but your client’s thoughts are still at work, the stress-relieving effects of the massage just won’t be the same.

Solution: Encourage clients to stay in the moment if you think their mind might be elsewhere, try and get them to concentrate on your hand movements and ask them to focus on their breathing instead of their emails and to do list.

# 9: They’re not hydrated

The body needs extra fluids to help flush the toxins and stress released during and after a massage, so make sure your client understands the importance of hydration for their treatment and recovery.

Solution: Offer herbal tea or water before and after a massage. It’s good for fluid levels and also gives your client a chance to restore their equilibrium before venturing back out into the big wide world.

# 10: They’re expecting miracles

Massage has a cumulative effect and the benefits grow over time so clients shouldn’t think that every little niggle will be sorted out in one session. The fact is, the more often you get a massage, the better you will feel and the more quickly your body will respond.

Solution:  Manage their expectations, educate your client that relaxation deepens as chronic stress in the body is released, so if the problem is a long-standing one or an injury, more than one session is usually needed.