Interrupting a Treatment
Hi all, taken from another discussion, someone mentioned answering the phone during a treatment to avoid losing potentioal new clients. Or answering the door for sales folks, etc. What are everyone's thoughts on this? I think, for me, as a client, I would be offended if my therapist took a phone call or left to talk to someone else during the time I'm paying for. As a therapist, I can understand not wanting to lose potential clients, etc, but still feel we should be giving 100% to the client currently in the chair. We already had a large discussion about leaving a client to 'relax' alone during masking. What about for these other things? Is it ever OK to excuse yourself in the middle of a treatment for something that isn't for that treatment? (meaning I've done it to get fresh water or something I needed for that client's treatment). Would love to hear everyone's thoughts on this. Thanks!
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Replies to This Discussion
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Permalink Reply by lora condon on
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I tell everyone...unless the building is on fire and we have to evacuate..don't bother me. even if my mother dies, don't bother me cause she's already dead and i'll be out of the room soon enough
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Permalink Reply by Megan on
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I agree with you. I wouldn't leave a client for any reason. Are you really going to lose a client because of a missed phone call? And if so, do you really want that person as a client? That's what I would ask myself. Maybe put on your voicemail that you are with a client but they can also text or email for a faster response. That way if you are back to back you could reply to a text or email (if it's connected to your phone) much faster.
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Permalink Reply by Lauren Snow, ASCP on
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In my opinion, I think it is wrong to answer the phone while you're with someone. It just tells the current client their money or time isn't as valuable as yours and the person calling. Which to me would be a huge and unforgiving mistake if I were a client on that bed.
Like I said in a previous discussion, it is also completely ok for potential new clients or clients wanting to book to know that you are busy in a treatment. That gives the client confidence that you are busy because you are good and in demand!
Where things get bad is if you are bad at calling back. THAT is where the problem lies. I can't really see you losing clients over not answering the phone if you are running your own business and communicate what's going on easily. Change the VM to explain that "I am with another client if you have reached my voicemail during normal business hours, which are X, and to please leave a message/text/email and I will promptly return your phone call as soon as possible. Thank you for your understanding and calling XYZ Spa and have a wonderful day"
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Besides what I have already said in previous dis., I left one client twice-went to the kitchen to throw up! I called an end to the service and brought him back for his full session the next week. He is still a client, 2 years later.
I take my hands off and wash every time I work on their feet-I'm not going to put my hands on their face w/o.
I take my hands off clients every time I insert and remove arm rests when I am using my body cushion.
I had a new client last week who was impressed that I massaged her hands while she was under steam, she said another left the room.
I answered the door one time last year or so and it was my clients' husband wanting to add another hour to his wife's massage. I got a really good tip for answering that knock! She was thrilled....
I have left the room only to throw up that one time and a few times, when people wanted to extend their session or add a service when front desk doesn't answer the phone/text or to change my availabilty on the sheet, if she's had to step out.
I have been left alone by a friend doing a facial with 2 masks, once for 20 min. the next for 30 or vise versa, I hate being alone it doesn't relax me at all. After requesting she stay in the room and talk to me, or massage my feet/hands, I will not get them from her. We're still close friends.
I will continue to do as I have the last couple of years, as it works for me and my clients.
I'm a pretty good gal who has excellent clients.
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