I’m 22 yrs and i run a small wellness and relaxation service. just me in a little studio I set up. I’ve had this one client, let’s call him A, who’s been coming to me for months. Never had a problem with him until last week. He showed up kind of irritated and said he’s been too spoiled by people doing extra stuff for him in other areas, and that he just wants things simple and quick now.
I laughed because I thought he was making a joke about being tired or something. But no he literally asked me to stop being so thorough and said I put in too much effort.
The thing is my whole service depends on doing it properly. If I cut corners, it doesn’t work right, and then I look like the one who didn’t do a good job. Plus I charge a flat rate, not by minutes or anything, so it’s not like he’s saving money by rushing through.
I told him nicely that I don’t really do quick and sloppy services and if I change my style for him, then it messes with my routine and my reputation as a professional masseuse. He got kind of offended and said I made him feel stupid for even asking. Later he texted saying he might stop coming because I’m too rigid. I told him straight up that I’m not going to lower the quality of what I do as a professional, but he’s free to find someone else if what I offer isn’t what he wants anymore. Now he’s acting like I insulted
NTA. His behavior in the context of the service you’re providing was really odd and unreasonable. If he is no longer happy with what he’s getting or wishes it was different, he should definitely just go elsewhere. What even is the nature of his complaint? “This provider is too good, it’s annoying.” ?
If the complaint is about speed of the service, he could have spoken to you about expedited or ‘express’ versions of the service to see if you’d be willing to provide a custom service that involves a shorter appointment but even with that you wouldn’t have been obligated to accommodate that and it really doesn’t sound like that’s how he expressed his issue.
You’ve behaved professionally up until now. It seems like you are within your rights as a provider / business owner to stop taking his appointments. Someone who acts this irrationally and then turns to threats seems like a risky clientele.
My masseuse offers different times from a 30 minute massage to 90 minutes for different amounts. Why are you limiting your business? NAH
I mean, because playing Tetris with only long narrow pieces is easier than having the other shapes.
60 minute blocks are a lot easier to calendar than 30s, 60s, and 90s, and make it easier to avoid unprofitable voids in the schedule.
INFO: I don’t really understand what he wanted. Did he want a shorter appointment? A cheaper one? I’m a bit skeptical he *actually* wanted you to just “do a worse job”.
You can’t alter your session to meet his needs, and continue to provide the normal caliber of service to other clients? I’m not understanding why you can’t adapt the service for the person paying, but ultimately NAH.
I’m so baffled. He cannot be actually asking for worse service.
Possibilities:
He wants less or zero small talk
He wants less frills (lotions, incense, music, whatever)
He wants a streamlined scheduling/check in/payment process
He wants the option for shorter appointments
He wants a specific area of focus rather than all over
I‘d reach out and say something like “I think there was a misunderstanding. What I heard at the time was that you wanted \*worse\* service. I pride myself on my professionalism and thoroughness, so that felt like a request I couldn’t meet. If you have specific feedback, maybe there’s a way to make this work.”
I think NAH, just poor communication.
I’m going to go against the grain and say gentle YTA. Massages are done by time for a reason. A 30 minute massage is not a rushed half assed 60 minute session. It’s a different service because clients will have different needs and wants. Every massage therapist I’ve seen at minimum offers 30/60/90 minute blocks, and tailor’s the service to the physical needs of the client. If you really only want to do one very specific massage, then you need to be very clear to clients that that is all you’re able to do, and be prepared for people to go elsewhere.
NTA. You handled this properly. He can go to whoever he wants for this. Good for you for not compromising your standards/effort, etc.
I’m kind of baffled by his request, but either way, you own your own business. You’re allowed to fire clients. Just say something to the effect of “Thanks for the feedback! I’m sorry your needs and our services don’t seem to be a match anymore. If you’d like a recommendation for a business that provides different services, please let me know.”
NTA.