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I forgot my mind-reading glasses
So, back in June I got a new job in a chiropractor's office as their massage therapist. I really like working there, and most of the custom- oops, supposed to call them "patients" are really great.
When beginning a massage session, I ask several questions of the patient. What they want out of the visit, if any areas need specific work, etc. I also tell them that if they want/need me to change anything, such as temperature or pressure, all they need to do is tell me. Also, some people like to talk during their time, and others prefer quiet, either of which are perfectly acceptable.
Mr. Heavyhead was one of the quiet ones. He would come in twice a week for a massage, and grunt, "The usual" in response to my queries. One week he didn't show up for his appointment. It was summer, so I thought nothing of it. The next week he was absent, I asked my boss if he knew what was going on- vacation?, illness? Boss had no clue.
Well, H came back, but did not resume his massages. Boss said H seemed a bit off in his interactions, but it wasn't until several visits later that he was able to pry out of H what was going on.
I didn't "work him over" enough. Apparently he wanted more than just the deep pressure he had asked me for. He never said a thing about being dissatisfied with his treatment, on the contrary, he was brusquely complimentary at the end of our sessions when I ask for feedback.
I lost a customer because I don't read minds.
When beginning a massage session, I ask several questions of the patient. What they want out of the visit, if any areas need specific work, etc. I also tell them that if they want/need me to change anything, such as temperature or pressure, all they need to do is tell me. Also, some people like to talk during their time, and others prefer quiet, either of which are perfectly acceptable.
Mr. Heavyhead was one of the quiet ones. He would come in twice a week for a massage, and grunt, "The usual" in response to my queries. One week he didn't show up for his appointment. It was summer, so I thought nothing of it. The next week he was absent, I asked my boss if he knew what was going on- vacation?, illness? Boss had no clue.
Well, H came back, but did not resume his massages. Boss said H seemed a bit off in his interactions, but it wasn't until several visits later that he was able to pry out of H what was going on.
I didn't "work him over" enough. Apparently he wanted more than just the deep pressure he had asked me for. He never said a thing about being dissatisfied with his treatment, on the contrary, he was brusquely complimentary at the end of our sessions when I ask for feedback.
I lost a customer because I don't read minds.
Gah! I hate SCs who expect us to know what they want. Some of us cannot read people, and none of us can read minds. Just like your kindergarten teacher told you, you have to use your words!
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