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LMT was texting during my massage

I've been a massage therapist for 10 years now and I just had an alarming experience. My mother gave me a gift card to a local spa and I booked a massage. The massage therapist was using her phone during the session while I was face down. She was thoughtlessly massaging with one hand and I could hear the buttons being pressed on her phone.

I wasn't sure the first time, but when it happened a second time I nearly jumped up to confront her. Needless to say, my blood was boiling from being so upset. I kept my composure, let the massage finish, checked out, and I left a message for the manager as soon as I got home.

I'm posting to make sure my rage at the situation is within reason. It has never even occurred to me to handle my phone during a session with my clients. To me, that is an obvious, terrible breech of privacy. I'm giving her the benefit by assuming she was texting, but she could have been taking pictures!

What would you have done? Do any MTs check their phones during sessions? Am I just an overreacting old fuddy-duddy?

Thank you!

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Replies to This Discussion

Permalink Reply by Laurie on August 19, 2017 at 9:42am

You should be angry! It is sad that this happens. Being able to confront someone during a session is always difficult, but you were the victim of a thoughtless therapist who stole from you what should have been a relaxing or therapeutic session. MTs should be focused on the client, not texting during the session. If they have an emergency, they should excuse themselves from the room. I hope the spa manager takes the situation seriously and compensates you. Please post the outcome.

You are very right, cell phones can be used to video and photograph the massage session. I am aware of incidents where clients have secretly done this, but certainly unscrupulous therapists may also be guilty. When working, I usually make sure phones are tucked away or face down. I've had clients wanting to play video games during sessions and I give them the option of playing the game or getting the massage.

We are professionals, many regulated by state healthcare boards. I would not be pleased (nor return to) anyone; doctor, nurse, physical therapist, etc., that used a phone during our office visit.

I would also be interested in hearing from therapists who do text/email/fb during sessions and the reasons they feel that it is an acceptable practice. Thanks for starting this conversation.

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Permalink Reply by Karen Satke on August 19, 2017 at 10:17am

Thank you for responding!
There were times when bad news arrived and I had to decide between canceling a session or forgetting my problems for 60 min and focusing 100% on the client. As professionals, I think we need to make that decision before we start a session. We may not be perfect at seperating ourselves from our pressing issues, but we need to make the choice to try.
I just received a call from the manager and I didn't get the feeling that she was taking the situation as serious as she should have. She actually said "young people have a hard time putting down their phones." She assured me that nothing like that has ever happened there and the therapist in question was one of their best.
The manager offered me another massage and she was shocked that I didn't want to come in again. But she said she would talk to the therapist and then call me back. I'll let you know the final resolution. Thank you!

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Permalink Reply by Erika Han on August 21, 2017 at 12:15pm

Wow, what a drag!

I own a spa and I would fire the very MT who behaved like that during the therapy. Clients pay a couple of hundred dollars minimum for an hour and face this kind of insensitivity? No waaaaaaay. Not in my spa.

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Permalink Reply by Karen Satke on August 22, 2017 at 1:49pm

I heard back from the manager and she said the Massage Therapist admitted to texting during the massage. Her mother was in the hospital and she was trying to get the details. She said the LMT was very apologetic and asked if I would come back so she could provide the massage again.

I'm glad she admitted to texting, but I'm not sure I feel comfortable going back for a second chance. If I messed up big time, I would like the chance to make it right, but I don't think I can provide that kind of consideration in this situation. I was very, very upset and my frustration destroyed my entire weekend (eclipse weekend!).

The manager made it clear that they do not provide refunds, which seems ridiculous considering what happened. But I'm not willing to continue the argument.

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Permalink Reply by Laura Garza on October 14, 2017 at 4:50pm

I have worked in businesses with a strict no tolerance policy for cell phones in the room. One therapist was fired for texting in the middle of an appointment, she was a great therapist. If I ran a business with a store front, I would have the same policy. There is no reason to ever have phone in the treatment room in a business with a store front. I do on-site and in-home massage, the phone is used for the clock and music but I have it out of reach during the session. That's very unprofessional and a potential liability for the business.

In addition, I have been at corporate and in-home massages where the therapist text while giving massage. I am growing my own corporate massage business and wound NEVER consider the therapist I have seen doing that.

Karen Satke said:

Thank you for responding!
There were times when bad news arrived and I had to decide between canceling a session or forgetting my problems for 60 min and focusing 100% on the client. As professionals, I think we need to make that decision before we start a session. We may not be perfect at seperating ourselves from our pressing issues, but we need to make the choice to try.
I just received a call from the manager and I didn't get the feeling that she was taking the situation as serious as she should have. She actually said "young people have a hard time putting down their phones." She assured me that nothing like that has ever happened there and the therapist in question was one of their best.
The manager offered me another massage and she was shocked that I didn't want to come in again. But she said she would talk to the therapist and then call me back. I'll let you know the final resolution. Thank you!