Noise during session, gave a discount

[Hypocorism]

This morning I had a new client come in, so excited to have her feet worked on. Thirty minutes into the session this loud hammering starts in the waiting room. Our clinic isn't sound-proof by any means and for the remainder of the session this noise continued every few minutes or so. Turns out, someone was replacing the two pieces of glass that had fogged up. I had no idea they were planning to do this on a Friday morning, otherwise I never would have scheduled my client at that time. Anyway, I apologized several times, client wasn't terribly upset but did comment that the hammering 'didn't add to the ambience.' Ouch. So, at the end of the session after my client returned from the bathroom I asked if she would prefer a 30 minute gift certificate for a future session (since it was every bit of 30 minutes of hammering), or a discount on today's session. She chose the discount so I gave her 40% off my regular rate.Just curious how others might have handled this situation. I have never encountered it before so I am hoping I approached it OK, though I don't know what else I could/should have done.

 

[hotchick02]

Noise during session, gave a discount

I've had similar things happen to me.  My first step is to find the perpetrator of the noise and ask them if they can stop until my session is done.  Usually upon explaining what I'm doing and how their noise is interrupting the session most people are quite kind about it and wait until my session is done.If I'm unable to stop the noise I explain the situation to the client and offer to stop and reschedule the session.  If they wished to continue -- and depending on how distracting the noise was -- I would probably offer a discount on that session in a similar fashion to what you did.

 

[Loius]

I totally feel for you.  This is my biggest gripe and the reason I don't do massage in a "salon/spa" anymore.  My 2 cents...with a first-time, new client, I wouldn't have given the discount on the session.  I would have offered the discount on the next visit to prove to them that the office/spa wasn't always as it was today -- noisy and distracting.  If they never come back, then you gave it away for nothing.  If they do come back because of the discount you could have offered on the next session, you've got a second chance.  Good luck, Joe E.  P.S.  There's an old thread from Jill (sagetherapist) about ways she sound-proofed her old space.  Some of the ideas were really great.  Unfortunately, none that would win out over hammering.  What were they thinking?

 

[Pompal 09.]

Noise during session, gave a discount

This happened often at the place I used to rent. I would give them a gift certificate, usually for 30 min.

 

[ismail i]

Noise during session, gave a discount

I have a personal cd headset that I use on clients if there is noise in the suite above mine.

 

[?Who Am I?]

Noise during session, gave a discount

Hm, well here's some threads on making things nice and quiet...

Help With Unwanted Noise
http://www.massageplanet.com/forum/viewtopic.php?t=1255

What are tips for making a massage office quiet?
http://www.massageplanet.com/forum/viewtopic.php?t=1236

 

[Brendon Knows Best]

I am with Joe E.  I would offer them something on their return visit....Unless they are so displeased that they ask for it then.  I'd definitely want them to come back...a) so they could have a better experience and b) to get them to be a repeat client.