Therapist Canceling on Client

[71cooldude]

I'm just wondering if you think in this situation I should be steamed a little. I went on vacation with my pregnant wife out west. We had to move luggage 3 times in 5 days and to make a long story short, I came back very worn out. I had scheduled a massage for Saturday afternoon at about 4PM, and actually didn't schedule a chiro. appointment because I knew at least I had the massage scheduled. Friday night I went bowling and my shoulder got really thrown out, but I knew at least I had my appointment Saturday. Well, the therapist calls me Saturday morning at about 11AM and says "I'm sorry, I thought I could work on Saturday but things have just gotten too busy for me. My son has a soccer game and I just have too much stuff going on." She said I could go to one of the other two therapists (both of whom practice different things), neither of which I really wanted to go to.

What bugs me is this. It didn't sound like any big emergency or anything. She wasn't sick...it was more like she wanted Saturday off to do Christmas shopping or something. What bugs me more is, you make appointments with her online, and she chooses the days she will work. Why put Saturday on the calendar if you don't intend to possibly work it? She only works like 1 or 2 out of every 5 Saturdays anyway. And why not call me a couple days before? Suppose I wasn't home? I mean, it was only about 5 hours before my massage. I had planned out my Saturday a certain way and that really screwed everything up. She is a good therapist, so I probably will reschedule at least once, but doesn't mean I wasn't at least annoyed. :x Am I wrong to be annoyed? It just seemed like she didn't even care that much and wasn't really that apologetic.

 

[Morgan]

I would also be annoyed. Come to think of it, "annoyed" is a very polite word.

 

[I FANCY YOU :) and VOTTO]

That was really unprofessional behavior on her part.

 

[snoopy]

Ace88 I am sorry that happened to you. That was unprofessional and just not very sensitive to your needs. At the very least she should offer you some sort of discount or something for a future service, I mean if YOU cancelled 5 hours before your service, would she not charge YOU a fee?

Poor, form, poor form!

On the other hand, if she wasn't wanting to be there and did the massage anyway you would have felt it and been even angrier to pay for a sub-standard session!

 

[Tiffany M]

Ace88 I am sorry that happened to you. That was unprofessional and just not very sensitive to your needs. At the very least she should offer you some sort of discount or something for a future service, I mean if YOU cancelled 5 hours before your service, would she not charge YOU a fee?

Poor, form, poor form!

On the other hand, if she wasn'n wanting to be there and did the massage anyway you would have felt it and been even angrier to pay for a sub-standart session!

I ended up being able to reschedule for Tuesday at 7PM. She didn't offer that at first, and was almost telling me to cancel the appointment when I told her I was doing acupuncture (not on the same day). Almost like let the acupuncture run its course. Finally, I guess she decided to put me after she finishes at 6:45 Tuesday. I can deal with her canceling, but she was so non-chalant about it and didn't really have a good excuse, and that is what got me kind of angry. I didn't at all get the feeling that she was really sorry or sincere...If I thought she felt terrible and was trying to reschedule me ASAP, I would have felt better. I'm trying to remember whether I even heard the word sorry.

 

[baymast13]

Everyone looks for something different in a therapist but for me, empathy, being present, honesty, strength and sound knowledge of the body are all requirements and this person sounds like she comes up a little short on what matters to me. If she's meeting your needs, great! If not, feel 100% good about looking elsewhere.

 

[The Answer Fairy]

Yes, I think it was bad form, but as a single parent and a soccer/softbal/basketball Mom, this is the end of the season, and usually playoffs. From your statement that she only works random Saturdays, that is probably the reason, due to her son's scheduling. Unfortunately, I get the impression that this game was just sprung on being a playoff game, make up, or tie breaker. I also coach so this really annoys me getting last minute phone calls about games, but I also believe that every parent should be present at their childrens games. It is not a babysitting service or drop and go event. Our kids need our support and this is the simplest way to do it, by attending the games and cheering them on. So yes, there are some times that you intend on scheduling and it ends up working out poorly in the long run.

 

[musicseawater]

Yes, I think it was bad form, but as a single parent and a soccer/softbal/basketball Mom, this is the end of the season, and usually playoffs. From your statement that she only works random Saturdays, that is probably the reason, due to her son's scheduling. Unfortunately, I get the impression that this game was just sprung on being a playoff game, make up, or tie breaker. I also coach so this really annoys me getting last minute phone calls about games, but I also believe that every parent should be present at their childrens games. It is not a babysitting service or drop and go event. Our kids need our support and this is the simplest way to do it, by attending the games and cheering them on. So yes, there are some times that you intend on scheduling and it ends up working out poorly in the long run.

Actually, when she called me, it was at 11AM, and she was at a soccer game for her son (I could hear in the background and she said so). However, my massage wasn't until 4:15PM. It's just the real lack of true apology and the late call that got me. If it really was a travel game and that was explained to me, I would have been more than understanding. All I wanted was I am so sorry to do this to you but... But to say "I thought I could work Saturday originally but then my schedule got too busy." That's just not enough for me. She's a good therapist with some flaws, and maybe I'll just avoid Saturdays for now on.

 

[st. nino]

that's a good idea ace ~ just avoid the saturdays. and if she does it to you on another day, time to start searching for someone new who will make you their priority. i'm totally with you. to give you the excuse, "my schedule got to busy" is a really crappy thing to say/do to a client.

i'm sorry this happened to you.

 

[ReginaldQ]

I hope your massage on Tuesday night is wonderful. : I am an MT and, last week, I went to my regular appointment with my regular MT, and my typically wonderful massage s@#cked. Why? When I arrived it was apparent she had a cold (THAT I now have AGAIN), and I said, "Ahhhh, I'm sorry you are not well. We can reschedule," and she said, "No, I am fine." Well, I could feel her "not so fine self" all the way through the massage... CLEARLY not the usual or useful. :?

Blessings,

 

[InSHANity <3]

I hope your massage on Tuesday night is wonderful. : I am an MT and, last week, I went to my regular appointment with my regular MT, and my typically wonderful massage s@#cked. Why? When I arrived it was apparent she had a cold (THAT I now have AGAIN), and I said, "Ahhhh, I'm sorry you are not well. We can reschedule," and she said, "No, I am fine." Well, I could feel her "not so fine self" all the way through the massage... CLEARLY not the usual or useful. :?

Blessings,

Good point. I guess I'd rather have a great massage on Tuesday than a disinterested one on Saturday. It was just that I really needed it badly Saturday and still do to some extent. Looking back at history, my better massages have been early ones on Tuesday or Wednesdays, and my worst ones have been late on Friday or Saturday. It seems like then, therapists have a tendency to be thinking about their free time and the weekend and not about your massage. If you got at 9AM in the morning, therapists are in full "work" mode and more interested in you as a client.

 

[Really Dude]

Isn't this the same place that you have had complaints about the MT's before for one reason or another? Maybe there are underlying issues with the therapists and you or you and the therapists or the therapists and the DC or any one of the group.

It could be time to start looking for a new place.

You seem to have a lot of problems with this place and the people from what I have read.

I think if I had this many complaints over the year, I'd start looking around for something that better fit my needs.

It seems you'd end up with a lot less to worry, wonder, complain and/or be frustrated about.




I have to add this following opinion should not be related to all working therapists (but I understand how it could be what you have become aware of in your situation) -

If you got at 9AM in the morning, therapists are in full "work" mode and more interested in you as a client.

I get rolling around 1pm and I prefer to work late evenings. Some of my best work has been done at 10 pm (or later). I am not a morning person. I specifically changed my hours to work with people during their lunch break, after work and for those who are night people.

 

[HandsAbove]

i'm sorry, there is no excuse for blowing off an appointment for a soccer game. then to not offer some compensation for your client's inconvenience for the 'make-up' service. she doesn't deserve your business.
i would be finding another therapist.
if i say i'm going to be there, i'm there.
the bottom line is that making a massage appointment shouldn't be stressful.

 

[demon_man520]

Pueppi wrote: Isn't this the same place that you have had complaints about the MT's before for one reason or another? Maybe there are underlying issues with the therapists and you or you and the therapists or the therapists and the DC or any one of the group.

I was thinking this same thing. I agree that the last-minute cancellation was unprofessional. But the fact that she wasn't sorry & didn't want to reschedule was a red flag for me. I figure it's one of three things:

1. It could be that it's just her personality and she treats all of her clients this way. Has nothing to do with Ace or the chiro. office.
2. It could be that the therapists at this chiropractor's office make very little money and aren't really invested in acting professional. If this is the case, there's probably high turnover of staff.
3. Or it could be specific to Ace88 - that she doesn't want to work with him anymore as a client. The truth is, many MT's don't handle such a situation well. Instead of being honest, they blow that particular client off.

Ace88, you're the best judge of what's happening here. I'm just highlighting some possibilities. I think you said before that you get the massages for free through insurance at this chiro's office. Maybe it's time to start paying for massages and choosing MT's in private practice. My mother always said, "You get what you pay for."

 

[ruth]

Pueppi wrote: Isn't this the same place that you have had complaints about the MT's before for one reason or another? Maybe there are underlying issues with the therapists and you or you and the therapists or the therapists and the DC or any one of the group.

I was thinking this same thing. I agree that the last-minute cancellation was unprofessional. But the fact that she wasn't sorry & didn't want to reschedule was a red flag for me. I figure it's one of three things:

1. It could be that it's just her personality and she treats all of her clients this way. Has nothing to do with Ace or the chiro. office.
2. It could be that the therapists at this chiropractor's office make very little money and aren't really invested in acting professional. If this is the case, there's probably high turnover of staff.
3. Or it could be specific to Ace88 - that she doesn't want to work with him anymore as a client. The truth is, many MT's don't handle such a situation well. Instead of being honest, they blow that particular client off.

Ace88, you're the best judge of what's happening here. I'm just highlighting some possibilities. I think you said before that you get the massages for free through insurance at this chiro's office. Maybe it's time to start paying for massages and choosing MT's in private practice. My mother always said, "You get what you pay for."

To answer your question, no, this is not the same place as the chiro's office I talked about before. This is an MT who has a private practice who I had only seen twice before. As for your #1, #2, or #3, the answer is absolutely, positively #1. It's not at a chiro's office and after my prior appointment, she actually tried to get me to reschedule sooner and wanted me to come in before my vacation. Plus, she did reschedule tonight at 7PM. So, no, it's not specific to Ace88. The answer is #1. She has a happy, go-lucky personality who I think pretty much does what she feels like. While part of this makes her a good massage therapist it's also what can make her a bad massage therapist (not always responsible enough, despite giving a very good massage). At my last appointment, the appointment was for 9:30AM, and she never showed up until 9:40AM, and the doors were locked. She was lucky I didn't leave, but I was going to give her about 10 more minutes.

I truly didn't mean to make too big a deal about this as this thread has become - I really just wanted to see if you thought I was being silly in being annoyed at her and whether as a therapist, you would give that kind of excuse to a client that "you thought you could work Saturday but then things just got too busy." Sorry if I am coming across as too much of a whiner, I'm usually not.

 

[oatmeal55]

I really just wanted to see if you thought I was being silly in being annoyed at her and whether as a therapist, you would give that kind of excuse to a client that "you thought you could work Saturday but then things just got too busy."

Do I think you are silly for expecting to be provided with standard appropriate customer service? No, and I think it is high time to look elsewhere for the quality you deserve.

You may call her "Happy go lucky" but based on what I have read, I call that behavior (all of the irresponsable and tacky things she has done to you, her client) "Unprofessional, self-serving and unaccaptable".

Would I reschedule or cancel unless it was a solid emergency, somthing real, unavoidable and overwhelmingly important? NO. I like to treat others with respect, so I wouldn't do those type of things to them. Besides, I wouldn't have any business if I treated people as consistently crappy as your 'therapist' apparently does.

 

[thoughts]

It seems like then, therapists have a tendency to be thinking about their free time and the weekend and not about your massage. If you got at 9AM in the morning, therapists are in full "work" mode and more interested in you as a client.

only THIS therapist. seriously, don't think that all therapists are like this. it's time you find a new therapist and make this one realize that until she treats her clients appropriately, she won't have any.

 

[Heywood Jablowmi]

I should say this to give therapist a little bit of a break. On my last appointment, the one she showed up 10 minutes late for and the door was locked, she gave me almost 2 hours for only $75. I don't know why, and I was scheduled for 90 minutes, but I wasn't going to complain....She seems to have a problem with her time management, though, and I would guess even more than me, this will get her in trouble with other clients in the future.

 

[Miss*Bat]

Considering you've only had 2 appointments with her previously, and one of those 2 appointments she turned up late for, then gave you an extra 30min without even asking if you had to be somewhere else, it just sounds unprofessional, way too casual.

3rd appointment she cancels a with less than 5 hours notice - she should've been able to recognise her schedule was looking a bit busy the evening before and let you know then. What if you had already gone out before she called? Either her time management skills are zilch or she got a better offer and decided to cancel, better offer may have just been have lunch and go do something else in the afternoon and a 4:15 appointment didn't suit her.

It doesn't sound like her clients are a priority. Any therapist will have some priorities above their clients BUT a good therapist makes the client feel like the client is the number one priority. From some of your other posts, that has been important to you in the past, and for some reason her happy go lucky personality makes you prepared to forgive this therapist.

 

[livemoreamply]

Considering you've only had 2 appointments with her previously, and one of those 2 appointments she turned up late for, then gave you an extra 30min without even asking if you had to be somewhere else, it just sounds unprofessional, way too casual.

3rd appointment she cancels a with less than 5 hours notice - she should've been able to recognise her schedule was looking a bit busy the evening before and let you know then. What if you had already gone out before she called? Either her time management skills are zilch or she got a better offer and decided to cancel, better offer may have just been have lunch and go do something else in the afternoon and a 4:15 appointment didn't suit her.

It doesn't sound like her clients are a priority. Any therapist will have some priorities above their clients BUT a good therapist makes the client feel like the client is the number one priority. From some of your other posts, that has been important to you in the past, and for some reason her happy go lucky personality makes you prepared to forgive this therapist.

Well, in case you were wondering, I had the canceled appointment tonight. I guess because no one was after me, she did spend quite a bit of time, and once again took almost two hours and only charged me $75. No apology about the other night, but she does seem to want to make sure that when you leave, you are feeling great, and she is very thorough. I have a feeling, when you are in the room, you are a priority and she really does work pretty hard. However, I also think she is the type that 10 minutes after you've left she forgets what your name is. And I also think she has time management problems or a schedule that is simply overbooked. However, it's hard to find a good massage therapist so for now, I'll overlook the problems I had earlier because she does do a really good job, and she is more of a sports massage therapist which really is good for what I need. However, if in the future, I have more canceled appointments like this or showing up late, I may not give her as much of a pass...