First job, first day...could use an ear.

[chipper35_1999]

Hi, Im new to the forum.

I am newly certified and got hired at massage envy. i am aware of the different opinions of them, but as a beginning therapist it is a good opportunity and i know first hand that this particular location is very fairly run and a pleasant place to work. i was nervous, of course. here's how the day went

1st client: wasn;t as nervous as i thought and it went well. basic swedish work, seemed relaxed, got good feedback.

2nd client: right after first one so i will admit i wasn't feeling as fresh as before. woman in her 40's. same thing - basic relaxation. session went normal. she seemed less relaxed than the other but no complaints and when i checked in with her she sounded like everything was fine.

session ends and my first day is over. im feeling pretty good and confident and excited that i finally got a job and it seems like i will enjoy it. i talk to the manager to check in before i leave.

she says "what happened with that last client? she seemed very hot?". i figure she is referring to the heated table or maybe the room was too hot and i respond "hmm, how so?" i find out that the lady was a physical therapist who "knows what massage should feel like" and proclaimed that i must "just be out of school" and "couldn't possibly have completed a practical and shouldnt have been hired". she refused to pay for the session even though she is a member and also left me no tip, of course. she said my effleurage strokes werent full enough (though she never gave me any feedback), i was "all over the place" (i dont think i was), and she didnt even consider it light work (even though she had thin musculature and once again, said the pressure was fine). She gave me 0 incidcation that she was ever displeased. then i find out that she likes a broad-handed massage...hmm, information she could have given me beforehand. i pride myself on my interest in the client before and throughout the session and its bogus that she never tried to make the session better by telling me what she wanted. then she makes me look horrible to the manager on my first day!

my manager didnt seem too boghered. she said that she enjoyed my practical and told me not to let it get me down...but i gotta tell you guys, i have had a heavy weight in my chest ever since and im very depressed and stressed out. everyone always told me how great i was and i know i have more to learn...but for the life of me i CANT figure out what i could have done all that much better. to not pay for a service means it must have really sucked for you...but the feedback i did get doesnt make any sense and i really want to do well. now that my confidence is shot im worried that this will happen again tomorrow and im not sure ill be able to deal with it. ive never worked a job where a customer can dig at me like that. if someone thinks you didnt take their food order all that well...oh well. massage is a skill, it is a real insult to not pay and lie to the therapists face and gthen talk trash behind their back.

 

[meandmyspam]

First job, first day...could use an ear.

Don't sweat it! It happens to ALL of us. For that one complaint you will get plenty more compliments. Not everyone will like your massage while others will think you give them the best massage they ever had.
It isn't you fault the client wasn't 100% honest with you,the person giving the massage. But was easily honest with the manager.
Chalk it up to a learning experience. Next client you need to get more detailed in what you ask them prior to their massage.
Also trade with someone you work with and get them to give you honest feedback.

I had a client like that already.told me nothing during the massage never complained. But 2 days later called an complained saying I hurted her the entire massage,that it was extremely painful from beginning to end. The woman had 60 minutes to tell me to back off I was hurting her,she never spoke a word to me but had no problem telling my boss. My boss can't fix the massage while its going on but I can.

Don't let that one client get the best of you. Keep us posted with how you are doing!!

 

[Emily H]

First job, first day...could use an ear.

Years ago I had one of my first "spa" clients gritch and moan and not pay for the service. It entirely freaked me out. :shock:


If it happens again, find a friend--- do the same kind of work on them and get an honest response. That'll help you a lot.

Hubby had the same thing happen to him on his first day in clinic. A pregnant woman hated his entire massage. Entire... :roll:

It seems like they come out of the wood-work on your first day anywhere.

Good luck tomorrow!

 

[Richard N]

First job, first day...could use an ear.

It isn't your fault the client wasn't 100% honest with you,the person giving the massage. But was easily honest with the manager.

Sometimes there are folks that will either never be satisfied...or will simply be complaining in order to get out of paying for a service. I'd be willing to bet that you got one of the ones that was doing her level best to make sure she got something for nothing, at your expense. :irked:

At least the day is over & your boss wasn't upset with things. Do what the others have suggested to do a similar session on a friend & get some honest feedback to see if there are some things you want to change. Don't forget to breathe & let things flow & you'll do fine!

 

[MY HEAD!!!]

First job, first day...could use an ear.

It isn't you fault the client wasn't 100% honest with you,the person giving the massage. But was easily honest with the manager.

It is also human nature. People don't like conflict. Telling someone to their face they are not doing a good job is hard to do, so they tell the boss. Something like massage, where it is your skill 1-on-1 -- chances of honest, negative feedback given to you by the client are low. Tips should not become a measure of your skill either. Accept them graciously, don't Female Dog if you don't get one, but they are not a barometer of anything other than the consumers' philosophy on tipping.

The majority of our client complaints are made by guests who have legitimate beefs when they tell us what happened -- session started 20 mins late, no music was played, therapists not responsive to session feedback etc.-- yet they tip 15 - 20%. When we ask them why they tipped a standard % if they were not happy with the service, the most common response is "I did not want to hurt their feelings". We then offer to discount or comp the service and refund the tip, and they always accept the discount, but 1/2 the time still want the therapist to have the tip!

You should not be too worried -- your mgr seems to have the right attitude. Consumers are funny,though rarely humorous.

 

[Hanz K]

First job, first day...could use an ear.

If you did your best work and you attempted to communicate with the client then there really is nothing more you can do.
The onus in this instance was on client to communicate what she was looking for.
Good experience for you - make SURE you are on the same page as client and LISTEN.
Everybody wants to get right to the massage but you need to know what they want FIRST.

I have gone to many MT's that were not to my liking...I have only rarely complained.
If they made an attempt to address my needs and were okay, I just move on to someone else next time.
No biggie - it happens.

BTW - someone who gets massage a lot is usually well aware when an MT is fresh out of school and relatively inexperienced. If they have a problem with that then they need to make it clear to the person scheduling the appointment. You are in a great place to gain experience and your work will probably get better and better. Even better than having someone critique YOUR massage is for you to GET massages from different therapists. You need to know what clients feel and experience - what makes a massage nice for you will probably make it nice for someone else.

 

[Pompal 09.]

First job, first day...could use an ear.

If the person was a therpist (albeit physical, not massage) she was very harsh on you. I agree, she probably is one that is hard to please, probably realized you were new, and thought, hey if I complain enough, I'll get a free massage. Don't let it get you down. Not every therapist is for every person. Best of luck for you today. Let us know how it goes.

Now a bit from the other side...

I admit, I was in an upscale health resort recently and received a massage that I wasn't very happy with. I did not say anything during the massage, which was partially my fault, I know better. It was partially in my head that maybe that was what the service was supposed to be and I misunderstood.

I did talk to a manager, However... but I did not want the massage comped, and I stated that plainly. I wanted to let the therapist know so she could improve her technique, and the issues could be addressed with targeted training. I gave specific feedback (everything from body mechanics to the fact she had a weak side concerning pressure in two handed strokes). In this case, with the reputation of the resort, I felt more comfortable talking to management. If it was a individual practice, I would have spoken up during the session.

 

[BOsKO]

First job, first day...could use an ear.

During a session, unless someone is hurting me, it is very hard for me to give honest feedback. I mean, what the heck am I going to say and micro manage the massage? If I go in to relax or whatever, I expect the person performing the work to know what they are doing and not have me be the back seat driver. Even if I did, I think that it would most likely have the effect of making what's left of the massage even worse. Of course, that is just my opinion!

On the other hand you ARE new so this isn't a surprise, you can just chalk it up to a learning experience. Also, no matter how experienced there will be people that don't care for your style and/or you will have days that you just miss the mark. You are human.

I think what matters most is that you care enough to reflect and learn from it RATHER than using it to beat yourself silly for not getting it *right* for this particular client. Heres to better days ahead!!! :mrgreen:

 

[ruth]

First job, first day...could use an ear.

thanks for the input everyone. i reflected on it constantly and i did manage to extract a bit of usefulness - maybe thinking that my strokes could be a little fuller. it can get easy to trivialize the effleurage strokes on certain parts.

i worked 2nd day today and had 3 clients. two of them were younger women - 20s. sessions with females around my age typically go well - they seem to really relax and trust me to know what i am doing. the third was a women in her 50s with at least 10 different health problems. it wasn't an easy session and i wasn't sure if i was really being effective, but she seemed pleased enough and im learning to stop theorizing how everyone thinks about my sessions. today i was overall happy with it and im looking forward to my career once again!

 

[pjamies]

First job, first day...could use an ear.

thanks for the input everyone. i reflected on it constantly and i did manage to extract a bit of usefulness - maybe thinking that my strokes could be a little fuller. it can get easy to trivialize the effleurage strokes on certain parts.

i worked 2nd day today and had 3 clients. two of them were younger women - 20s. sessions with females around my age typically go well - they seem to really relax and trust me to know what i am doing. the third was a women in her 50s with at least 10 different health problems. it wasn't an easy session and i wasn't sure if i was really being effective, but she seemed pleased enough and im learning to stop theorizing how everyone thinks about my sessions. today i was overall happy with it and im looking forward to my career once again!

That's great! And every massage you do is more experience under your belt. When I first started, I had a very light touch. Partly because when I was massaged in school, it hurt. That means I lightened up even more not wanting to hurt others. I constantly got feedback from clients during school practicals that I had great rhythm, made them feel very comfortable, but needed to up my pressure. I tried so hard to get deeper telling myself that this was the one where I'd get a 'good pressure' eval. Never happened. I was so discouraged and told my teacher that what they are really saying is that I can't massage worth a darn but am able to make them feel comfortable and relaxed. He stopped me in my tracks and looked straight at me and said, "And you can build a great clientele with that, Sandra. You will do fine". He was so right too. It took months of massaging ppl for my palpation skills to develop more and more until I finally felt more confident that they weren't returning just because they like me, but because they like what I do as well.

You are wanting to be the best you can be which is why you care about any feedback you get and that is the sign of a good therapist.

And Squashblsm is so right in that getting massages really helps us become better therapists...

 

[Simonsays]

First job, first day...could use an ear.

thanks for the input everyone. i reflected on it constantly and i did manage to extract a bit of usefulness - maybe thinking that my strokes could be a little fuller. it can get easy to trivialize the effleurage strokes on certain parts.

i worked 2nd day today and had 3 clients. two of them were younger women - 20s. sessions with females around my age typically go well - they seem to really relax and trust me to know what i am doing. the third was a women in her 50s with at least 10 different health problems. it wasn't an easy session and i wasn't sure if i was really being effective, but she seemed pleased enough and im learning to stop theorizing how everyone thinks about my sessions. today i was overall happy with it and im looking forward to my career once again!

Did you do a health intake? How did you adjust your work to accommodate her health problems? What might have made you more effective?

 

[Curious gurl]

First job, first day...could use an ear.

Not to long ago I had a new MT come to me for a 90 min. DT massage. And this girl picked me clean about my massage. She complained about everything starting from her experiance she was feeling walking in the door, to how I had the room set up, and complained about my massage and stated I should not be offering deep work I am only good enough to offer Deep Swedish. And said I needed to find away to make my hands warmer. She thought my hands aren't warm enough for massage. I have Raynaud's disease and my hands are never going to as hot as other therapists.

Because this MT complained about everything there isn't anything I could have done to make her happy. Sometimes you just need to realize it has nothing to do with you

 

[Catwomen]

First job, first day...could use an ear.

And said I needed to find away to make my hands warmer. She thought my hands aren't warm enough for massage. I have Raynaud's disease and my hands are never going to as hot as other therapists.

Now see JLWmassage, I love it when my co-workers that have cold hands put them on me because I run warm all the time. And it helps to cool me down.
Of course, turn about is fair play... I get to put my hot hands on them. I mean, why let all that excess heat & energy go to waste?

But seriously, I have had this happen too. Actually had it happen twice in a month when I first started where I am working now. I was not a newbie to massage, had been doing it for close to 9 or 10 years when they complained to my boss! It really upset me and took me a while to get over... but in the end you have to do what you can to improve your skills and just let the rest go.
So, try not to take it too personal, who knows where their head was that day... *shrug*

 

[mita]

First job, first day...could use an ear.

For those with cold hands/Raynaud's syndrome, I found this online:

http://www.therapygloves.com/raynaudssyndrome.html?gclid=CLak89DilaACFZNL2god73CMmA

There are also a number of sites promoting Ginkgo & other herbs, as well as homeopathics that are said to help. Beyond that I would suggest either using hot stones, if you have them, or at least having something warm to eat or drink prior to giving a session.

And JLW, if I'd had a new MT complain like the one you had, I believe I'd have mentioned that if she was that unhappy with her session that speaking up during her session would have been more constructive, and that I would hope she would be able to find another practitioner she would like better for the future. Who knows whether she was trying to get a freebie or what her purpose was for being so negative - but I'd have been happy to see her leave & never return.

 

[spunk ransom <3]

First job, first day...could use an ear.

Just a week ago I had a client in for a combo of deep tissue/relaxation (deeper work for shoulder/back issues). As I was working through them I kept checking in to make sure I was getting the right areas, checking pressure, checking to see if areas felt any more improved before moving on... typical therapeutic type work. For the most part, I seemed to be hitting the right areas and using appropriate amounts of pressure, based on his feedback - I was feeling pretty good about things! I then finished his back with some general relaxing strokes to smooth things over before moving on. As I moved on to the rest of the massage, and later as he was rolling over I asked how he was doing... I got a less than enthusiastic "uhhhhh...ok... I guess...."

t017

I let that sink in and tried to figure out where we went off. He couldn't tell me what he wanted different. He then asked for less pressure, then a few minutes later asked for more pressure. I was at a loss, so I figured I'd just try to survive the rest of the 90 min session and let things go. With 3 minutes left I'm working on the clients neck starting to wrap things up, and the client sits halfway up and asks "What time is it?!?" I said it was almost 2:15, but he had 3 min left. He laid back down again, and just as I reconnected, he says "I have to go."................. Me - "Now? or at 2:15?" Him - "Now."

:|

I let it go by about the time I got the new sheets on the table. I did what I could to please him based on his feedback, but apparently we still didn't click. It happens. It'll happen again... just as long as it's not happening all the time lol.

 

[Ji.ngleberr.ies]

First job, first day...could use an ear.

As many people have written, sometimes you can't please everyone!
But what you CAN do, is be more prepared for your next session. Talk a little more to your clients before and during sessions. Explain that you are new to massage, and that their feedback will help make their session more enjoyable, and will help you learn what they like. You can even write down a short spiel to tell clients, such as "My name is "so-and-so", and I just recently graduated from massage school. During your massage I will ask you how the pressure feels, and if there are any knots or sore spots please tell me so we can address those issues. Your feeback will help me customize your session to your needs and wants", but you get the drift..

Use resources like youtube.com and massagenerd.com to watch videos with different techniques and styles and just keep practicing. It will take some time, but every therapist develops their own personal style and flow, so don't worry. =) You may even consider talking to your manager about having the client come in to see you again, and you can have the opportunity to try again?

 

[Mvita]

First job, first day...could use an ear.

Hi Massagynist, I know I'm late in replying, but maybe this might help anyway? Probably nothing you don't already know, but hopefully serves as additional encouragement.

I was FREAKED just coming out of school. I felt IN NO WAY prepared to deal with all the ailments that would come through my door. I saw 2 major ways to handle it, in terms of dealing with clients...
1) "Fake it till you make it" - simply act confident, like this ISN'T your first rodeo. This can be a good way to approach certain clients. Outwardly stay calm, bring each client back to your room, ask the client questions about their issue and listen carefully for as many clues as you can pick up even if you don't know much, and you can then ask questions like, have they had massage for this problem before? Did it help? Can the client describe what the other MT did? Is there anything that DIDN'T help? Act like an expert, but solicit feedback periodically.
2) You can be completely straight-up - simply tell the client "look, I just got out of school so I'm new at this, so any suggestions you have or feedback you can give me is #1, welcome at any time, and #2, much appreciated!" This can be a good way to approach certain clients, too, but maybe not everyone. Some are less judgmental than others, and you'll know who you can say this to and who you shouldn't.

Honestly, it took me a couple YEARS, and about twice the basic training, to start to gain any self-confidence. I watched people, got massages, took classes, and still didn't feel like I measured up. My first couple years were tough, but my business built anyway, so I was probably being too hard on myself, as many of us tend to do.

Even as I gained confidence, I felt it was important to continue to solicit feedback. Now I just say something like "look, this is your visit and I really want you to enjoy it. So if there's anything at all that you'd like me to change, whether it's music, temperature, pressure, technique, just lemme know". (At first, you might find yourself fighting the urge to say anything more, but it's important to let the subject drop here.) Now, I feel what someone else said - the onus is on the client to speak up after you've left an open door inviting feedback. If something is really that big a deal to them, they'll tell you - if they wait till after the session is over, it really is their fault and it almost looks like they're just trying to complain or scam free massage.

Story for y'all...
My husband (also was an MT) and I gave a couples' massage in our studio, 2 college-age females. By this time, we were veterans in the field; I know he's very good at what he does, and I also know that I'm good at what I do. We gave the couple the same pep talk we gave every new client before starting their first massage with us (the quote above, about letting us know if there's anything at all we need to change). We made it abundantly clear. And then we explained exactly how we typically work. We then asked them if there were any issues they'd like some extra attention on. Since they had only signed up for an hour, we asked them if their main focus was to #1) get a full-body stress relief massage with a few extra minutes spent on the problem area (explaining that the problem area may still persist after because of time constraints), or #2) work the problem area out more completely and address other areas as time permitted. They chose the full body. OK, cool!

The massage started. The clients each closed their eyes and mentally drifted, although still awake. I looked over at my husband's client, who seemed to be totally enjoying, as was mine. We each quietly checked in with each of our clients periodically. No problems at all, great massage. At the end, my husband's client came out first. He had disappeared to go get some water. I asked her, smiling, "isn't he good? How do you feel?" assuming she would rave about him. I was shocked to hear her say, "well.... it wasn't really what I wanted." ??!??! This was after he had checked in and each of us had noted the pleasant look on her face!! My client was fine with her massage. This was several years ago, so I forget what all is said, but after the clients had left, Jay and I compared notes and I asked him in detail if there were any clues that she might be less than 100% satisfied and he said no, and was just as shocked as I was to learn about her feedback! We ended up chalking it up to an attempt to get the unhappy one's massage comped or whatever, because I vaguely recall them referencing "worth the cost" or something. Sidenote: our couples' massage was VERY reasonable, especially for our area, and it's not like they hadn't known the price from the get-go. Oh well. Just goes to show, ya can't please everyone, even if they lead you to believe you are! LOL Sometimes, you just gotta shrug it off.

 

[foxhunter1949]

First job, first day...could use an ear.

And it never ends, does it? I am, it has been said, very confident in my abilities. :grin: However, there will always be clients that give me reason to doubt my skills and wonder what else I might have done. One of them sees me every week, and has done so for many months. She always requests me, yet always her visits are a test of skill, faith, and courage.

Today I tried a completely different approach to working with her that involved simultaneously working her spinal erectors and rectus abdominus with occasional sorties into the diaphram, intercostals, and obliques. Though it was a serious technical challenge (trigger point and cross fiber friction coordinated in dorsal and ventral structures) and a serious physical challenge (she was supine the whole time - laying upon one of my hands), the process seemed to be working very well. Then, after the massage, when I returned to the room she was half-sitting on the side of the table, doubled over in what appeared to be agony.

I was rather concerned, and suddenly felt much less confident.

So I asked, "How do you feel?"

Her reply (while still doubled over): "Like I've died and gone to heaven!"

Me: "In a good way or a bad way?" :shock:

Turns out she was just stretching a part of her back that rarely loosens up, and it was really a very good session after all. Whew!

Moral: Even if you don't screw up, sometimes you will feel as if you had. But don't dwell on it.

 

[Proud Army Wife]

First job, first day...could use an ear.

Story for y'all...
My husband (also was an MT) and I gave a couples' massage in our studio, 2 college-age females. By this time, we were veterans in the field; I know he's very good at what he does, and I also know that I'm good at what I do. We gave the couple the same pep talk we gave every new client before starting their first massage with us (the quote above, about letting us know if there's anything at all we need to change). We made it abundantly clear. And then we explained exactly how we typically work. We then asked them if there were any issues they'd like some extra attention on. Since they had only signed up for an hour, we asked them if their main focus was to #1) get a full-body stress relief massage with a few extra minutes spent on the problem area (explaining that the problem area may still persist after because of time constraints), or #2) work the problem area out more completely and address other areas as time permitted. They chose the full body. OK, cool!

The massage started. The clients each closed their eyes and mentally drifted, although still awake. I looked over at my husband's client, who seemed to be totally enjoying, as was mine. We each quietly checked in with each of our clients periodically. No problems at all, great massage. At the end, my husband's client came out first. He had disappeared to go get some water. I asked her, smiling, "isn't he good? How do you feel?" assuming she would rave about him. I was shocked to hear her say, "well.... it wasn't really what I wanted." ??!??! This was after he had checked in and each of us had noted the pleasant look on her face!! My client was fine with her massage. This was several years ago, so I forget what all is said, but after the clients had left, Jay and I compared notes and I asked him in detail if there were any clues that she might be less than 100% satisfied and he said no, and was just as shocked as I was to learn about her feedback! We ended up chalking it up to an attempt to get the unhappy one's massage comped or whatever, because I vaguely recall them referencing "worth the cost" or something. Sidenote: our couples' massage was VERY reasonable, especially for our area, and it's not like they hadn't known the price from the get-go. Oh well. Just goes to show, ya can't please everyone, even if they lead you to believe you are! LOL Sometimes, you just gotta shrug it off.

Could it have been that this client actually DID enjoy the massage, even though it didn't turn out to be "what she'd expected"? Did y'all let her off without paying for it?

Massagynist, how are you feeling about your your skills now? I agree that it takes time and practice, and still you will have "those times", "those clients", and "those days". Sometimes, we even have "those weeks", LOL! (really NOT funny, though!)

My Hubby is so very good at what he does, and people tell him so ALL the time. I honestly hesitate to touch anyone he's worked on previously, because I always feel as though I "just can't possibly measure up". Yet I know, deep down, that if someone comes to me after seeing him, they KNOW that they're going to get a different massage than he gives. We really don't need two "Hubbys" now anyway, do we? We need him, AND we need me. It's human nature to not want to be confrontational, and it is also human nature to second-guess oneself. Even in the midst of extremely high praise, there will often be some second-guessing going on inside (at least, for some of us).

 

[Fallout]

First job, first day...could use an ear.

im learning to stop theorizing how everyone thinks about my sessions

Hehe... that resonates for me. Once I gained enough confidence in my work, I let that go. Now I just do what I do. It's definitely not for everybody, but the people who are a match for it really love it.