When a Client Requests You by Name

Over the years, I have had the privilege of working with clients from a variety of professional backgrounds, including entertainment. One particularly memorable experience involved a client who works as an actor, producer, and musician and is married to a well-known television actress.

He was originally scheduled for a massage with another therapist, which caught me by surprise. After the appointment, I noticed that the schedule had been changed to his wife's name. A woman's name sharing his last name appeared nearby, while his original appointment was no longer listed.

As I was leaving work, I happened to see his wife and asked where her husband was. She explained that she had originally booked him for a massage, but when he discovered that I was not the therapist assigned to the appointment, he decided to give the booking to her instead.

Then she turned to an elderly woman standing nearby and introduced me as her son's massage therapist. Turning back to me, she asked for my name.

"Kyong-Mi," I replied.

She repeated it correctly on the first try, then turned back to the older woman and enthusiastically introduced me as her son's favorite massage therapist, emphasizing my name a little louder. I suspect the older woman may have had some difficulty hearing.

I thought the interaction was incredibly sweet. The older woman appeared to be around my mother's age, yet she was impeccably dressed, with beautifully styled blonde hair. I made sure to tell her how cute she was.

Moments like these remind me that the relationships we build with our clients can become meaningful over time. Being requested by name is a wonderful compliment, but learning that a client considers you their favorite therapist is especially rewarding. For me, it is a reminder that the care and attention I provide can leave a lasting impression long after a treatment ends.

The Art of Recovering a Guest: When Experience Meets Expectations

At my workplace, I am often assigned what we call “guest recovery.” When a client has a disappointing experience or leaves a negative review on Google or Yelp, the business may offer a complimentary massage to encourage them to give us another chance. Somehow, I frequently end up being the therapist responsible for turning that experience around.

It is both flattering and intimidating to be trusted with that responsibility. With 27 years of massage therapy experience behind me, I have developed my own approach to bodywork that differs from some of my colleagues. I incorporate techniques such as working from the massage table when appropriate, applying traction, and using hot towels to enhance the treatment. I also believe in the therapeutic value of silence. My clients are welcome to relax without feeling obligated to make conversation, and I occasionally have to remind particularly talkative guests that quiet time is part of the experience.

Still, being the person assigned to recover an unhappy guest comes with a certain amount of pressure. What happens if they dislike my massage, too? Instead of repairing the relationship, I could unintentionally make the situation worse. Fortunately, I have not received a complaint from a guest assigned to me for recovery, which gives me some reassurance that my experience and approach are making a difference.

Tonight's appointment was an interesting example.

The guest had previously seen a former coworker who was eventually fired for giving his personal phone number to clients he found attractive. When she arrived for her appointment with me, she initially seemed guarded. My questions appeared to frustrate her, almost as though she felt I was wasting her time by trying to understand her preferences before beginning the massage.

I continued professionally, focusing on the treatment rather than making assumptions about her initial demeanor. As the massage progressed, she gradually relaxed until she fell into a deep sleep. Before long, she was snoring.

When the session ended, she was happy with her massage but embarrassed with herself for having fallen asleep. I reassured her that there was no reason to feel embarrassed. In fact, I told her that I considered it a compliment. Falling asleep can be a sign that someone feels sufficiently comfortable and relaxed to let go of the day's tension.

For me, that moment was a small but meaningful success. She had arrived appearing skeptical, yet she left happy with her experience.

Guest recovery is not simply about giving someone a free massage and hoping they leave satisfied. It requires patience, confidence, and the ability to approach each person without taking their initial attitude personally. Sometimes, clients arrive carrying the frustration of a previous experience, and the therapist who sees them next has to earn their trust without having been responsible for the original problem.

After nearly three decades in this profession, I have learned that every client brings different expectations into the treatment room. My responsibility is to listen, provide professional care, and create an environment where they can feel comfortable enough to relax.

Sometimes, the best indication that I have done my job well is not a glowing review or an enthusiastic compliment. It is a client who finally feels comfortable enough to close her eyes, drift off to sleep, and forget about everything else for a while.