I have discovered recently that lot of massage therapists have problems with running on time in their business. It’s not because they simply can’t keep track of time during a massage (although that does happen sometimes), but rather that the clients seem to not respect the therapist’s time.

When you have a client who continually runs late, how does that affect you? We often try to give them the full time-they’re there to feel better, right? So you don’t want to stress them out by telling them that you’ll have to cut their time short.

You end up getting stressed out during the massage and spend your time thinking about how you won’t have enough time to eat or make notes before your next client. Then you end up rushing after you finish that session and barely have enough time to change out your linens and throw a couple bites of food in your mouth while you just happen to be in the bathroom.

Sound familiar?

I used to have a client (who also happened to be a massage therapist) who was typically 20 minutes late for his appointment. He had no concept of time, it seemed, one of those people who show up when they show up because time just gets away from them.

Being a kind and loving person, I simply blocked off an additional 1/2 hour to his time so that I didn’t feel rushed when the next person came in.

Why would I do that?

Honestly, I liked him, he came in every 2 weeks for years, and he tipped well.

Then one day I overbooked myself and realized that I hadn’t buffeted the time–with a full day of massage and a client right after him, I started worrying about the overlap in time, how I wouldn’t be able to eat, yadda yadda.

Then I had a light bulb go on in my softy little noggin.

What if I actually told him we needed to start and end on time?

I had no idea if this would work–he’d been late for years. But I realized that I had been allowing him to take advantage of my time.

So I texted him with this simple message:

Hey! Good morning! Wanted to let you know that I have a client after you and we need to make sure we start on time so you can have your full time.

This was not about shaming him for being continually late or making him feel badly about it, but rather an acknowledgment of the value of my time. 

Bingo!

He started showing up on time. Every time.

And when he ran late, he started letting me know. Instead of snuggling comfortably on my couch for a good long chat, he’d head right into my massage room so he could get as much time as possible.

Another scenario: I have 2 clients who have retired in the last year. They used to always be on time, but there’s apparently a shift in time once you don’t have to be at your busy corporate job 5 days a week.

Suddenly, both of these clients started running late, and then they’d sit on my couch and want to have long conversations about…whatever. While I do like them both a lot, I would start thinking, “OK, let’s get a move on. Stop talking, please.”

When they start doing this after the massage, I’d think, “Ok, time to go. You need to get out. I’m hungry and I am NOT about to eat in front of you. Why are you still talking? Don’t you get it? I need to do things!”

But what I say is, “I’d love to chat, but unfortunately, I have someone coming in any minute. It was so great to see you again!” You get the picture.

Telling your clients you need to start on time is simply the best way to get them to stop showing photos of their dogs and vacations for what seem to be ages.

Now, if you want to spend the time doing that, no problem! If I have time, I’m happy to chat. But when I can’t, I let them know.

Letting them know that you are on a schedule tells them that they need to value your time.

On a side note, even if I do have the time and they run late but act like it’s no big deal and don’t apologize, they don’t get the full time. I tell them, “I’m sorry, but we’re getting started a little late and I do need to end on time.”

If you are worried you are going to lose clients over this, take comfort in knowing I’ve NEVER lost a client over this. Sometimes they are a tiny bit surprised that I am firm, but they understand. And if they didn’t, I wouldn’t want them as a client.

Right at the top of my online scheduling, I have the wording:

I value your time. If you cannot make your appointment, please email or text me (and tell me who you are) as soon as possible.

No call / no show will be responsible for payment in full  for the missed appointment prior to rescheduling. Value of gift certificate will be considered redeemed.

The best way to have your clients respect your time is to make it known that you value your own time.

If you need help, try these scripts:

✓ Client is always late:
Just wanted to let you know that I’ve got a client right after you, so we need to make sure we start on time!

✓ Client wants to hang out too long after the massage:
I’d love to chat, but I’ve got someone coming in any minute. It was great to see you again!
(as you walk to the door and open it up for them. 😉 )

✓ Client is late but doesn’t apologize (AKA does not respect your time)
We’re getting started a little late, so let’s get you on the table. I do need to finsih on time today!

✓ Client is late but apologizes. These people often are totally fine with you ending on time.
We’re getting started a little late, but I’ll keep you on the table as long as I can!
This does not guarantee you’ll keep them for the full time, but you can if you wish and you have time for that.

Remember that people won’t respect your time if you don’t stand up for your needs. Good luck! 😀

Know a massage therapist who may find this useful? Please share!

Remember that you can always find out more about our classes by visiting us at Center for Barefoot Massage.

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