Know How to Handle First Time Client Concerns

There is growing consumer awareness of the physical and psychological benefits of massage to provide relief from soreness, muscle spasm, and pain at the same time aid relaxation, stress reduction, and overall mental well-being. The dual benefits of massage make it a perfect component of holistic healthcare for consumers who are increasingly focused on health and wellness.

The demand for massage therapy sees no sign of abatement. The market, which is expected to reach $76.6 billion in 2026, is projected to grow at a 5.7 percent CAGR to 2026 reaching $133.3 billion. [1]

What this means for massage therapists is enthusiastic new clients – and lots of them – who are inspired to boost their health and wellness through touch therapy. But enthusiasm aside, many new clients also may be apprehensive about their first massage.

There are common concerns shared by many first time massage therapy clients. Some of them you already are familiar with. Here are the most common:

Being touched by a stranger: Enthusiasm for the massage aside, first time clients may have some anxiety about being touched by a stranger. As part of the intake session, emphasize that the client is in charge and that they have complete autonomy throughout the session. Also, during the session, check in periodically with the client to make sure they feel safe and comfortable with your treatment.  If you feel a client tense up, ask questions to gauge their state of mind and to put them at ease.

The massage will hurt: While the goal of massage is to take away pain, not cause it, clients may be apprehensive about therapy hurting or causing discomfort. They may equate massage therapy with deep tissue, thinking anything with less pressure will not provide relief. For starters, everyone has a different pain tolerance for what is “deep” pressure-wise, and by the same token, not every client condition calls for deep pressure. For this reason, you need to set client expectations at the start and describe how the treatment will go and ask for input on the level of tolerance your client has for pressure. You also want to encourage clients to speak out if you are pressing too deeply and causing discomfort.

Disrobing: Clients may be uncomfortable about disrobing for the massage. During the intake session, explain that choice prevails for the session. Make it clear that they should undress to meet their comfort level, which should typically be to their underwear. However, emphasize that they can take off/leave on as much clothing as makes them feel comfortable, though you might want to explain why it is better if they remove most of their clothing for you to be effective. Also discuss that they will be covered by a blanket or sheet most of the time so that only the body part you work on will be uncovered and then recovered once the work is done.

Establish a welcoming atmosphere

Making clients feel comfortable should begin as soon as they enter your massage studio or spa. From the minute a new client walks through the door, set client service expectations that you are a warm, welcoming place of health and healing with each client’s needs your priority. You do in the following ways:

• If you have a reception area, ensure someone always is there to greet clients.
• No matter what your mood is smile, and make eye contact with the client. Eye contact invites clients into your establishment and puts them at ease.
• Give new clients a tour of the facilities, including changing rooms, bathrooms, etc. It will help them feel more at home.

Connect with new clients during intake

During the intake conversation, you can set client expectations for a positive experience and put a nervous client at ease by explaining exactly how the session will go. Encourage a client to share their concerns or unease about disrobing. The conversation should include what, if any, parts of their body they prefer you do not touch and others that they want you to focus on.

First time clients also may wonder how much they should communicate during the session if something you are doing is painful or uncomfortable or if they should assist you in any way in terms of moving or lifting parts of their body. Set client expectations and do not wait for them to raise these issues; address them during the intake session. You even might want to talk about tipping practices, if you expect a tip and clients do not know the accepted industry practice.

While you are talking with your new client, establish your expertise in dealing with their needs, whether relief from chronic pain, a pulled muscle, sore joint or help with feeling stressed or anxious. Your expertise will be evident during the treatment, but the questions you ask and the answers you give will assure clients that they are in competent hands.

Other ways to make a client at ease

Addressing concerns and answering questions about the treatment is the first step to putting a new client at ease. But there are other things you can do to create a relaxing environment and set client service expectations for a highly professional experience,

Make sure the room is ready: When a new client comes into the treatment room, they want to be confident that the room is clean and sanitized. Make sure your massage table and chair are clean and that the sheets are fresh.

Create a relaxing environment: Besides making sure rooms are clean, look critically at the treatment room to ensure it sets the right client service expectations for professionalism. Are the room decorations too busy to detract from the treatment experience? Is the lighting comforting or too bright? Are the linens soft?

If you include an aromatherapy fragrance, do not assume your choice will suit a client. They may be allergic to certain scents, or a scent may be associated with a bad experience they had. Ask ahead what fragrance is preferable.

Music matters: Find out if your clients like music and what type. Have a selection of music to play and make sure it complements your work. The music should be in the background and not so loud or intrusive that your client thinks more about the music than the massage treatment.  Also avoid music with a distinct tune or sing-along type lyrics since they can interfere with a client’s ability to relax.

Have your license ready: Clients may not ask to see your license but have it ready if they do or have it on the wall where they can see it.

Encourage talking: Suggest clients keep talking throughout the message, if they choose, and ask questions. If you are doing something that is uncomfortable or painful, they need to let you know.

Communication is key to the success of the massage therapy session. Put clients at ease by addressing their concerns upfront and making the whole experience as warm and welcoming as possible.