Sticky Situation: The Extra-Long Treatment

How do you handle massages that go longer than scheduled?

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The Situation: "At my facility, we strive to provide the highest level of service possible and are flexible with treatment times, so as to allow for any unexpected occurrences as well as breaks in between services for the employee," says Felicia Brown, owner of Spalutions Massage and author of "Free & Easy Ways to Promote Your Massage, Spa & Wellness Business". The question then is, do you charge for the extra time or let it slide?

The Solution: "If a massage therapist is running over five minutes so as to more effectively address a specific concern the client had, I allow that and don't require an added fee, especially if it keeps the client coming back," says Brown.

Got a Sticky Situation to share? Email carrie.borzillo@gmail.com.