Key Point

• Make a mobile massage session feel more tranquil by observing and adjusting sensory elements such as lighting, sound, and temperature.

A therapist shared a post in a mobile massage networking group, concerned about a rating regarding a review for the therapist’s mobile massage service. The client rated the therapist’s overall rating and professionalism five stars. However, the therapist was rated three stars for the massage ambience. The client stated, “Not sure what to do about the ambience when it’s in my home. I don’t have a quiet, open place without distractions.” 

The therapist was asking for advice on how to reply to this review. As a seasoned mobile massage therapist of 23 years, it occurred to me that this review was probably the result of a failure to communicate with the client and offer advice on how to make an in-home massage more relaxing. In the screening process, various recommendations could have been made to the client to optimize the ambience of the massage setting.

Assess the Environment

To begin, find out what the location is like from the perspective of your needs, but also in consideration of the client’s desired ambience. I tell my clients I need a clear space that is about 6’ x 9’ to set up my massage table (about the size of a long dining room table). Ask the client to have the area free from clutter before arrival so that clearing things out of the way doesn’t run into their appointment time.

Then, ask about pets, children, and anything else that can intrude on the massage; this is also helpful in case the therapist has allergies to any pets. Therapists should also be prepared to have interruptions if there are kids or pets around—if the therapist is not OK with these potential interruptions, it’s best to refer out. 

Apply What You Know

Ask the client about their ability to increase or decrease the room temperature, adjust the lighting, add music, and if they like scents or no-flame candles. Have them adjust these things so they’re ready when you arrive. If they don’t have certain elements available—especially if said elements are portable and something you can bring—you’ll know ahead of time how to create a better experience. When arriving for the session, create a smooth entrance by maintaining a calm demeanor and keeping noise to a minimum. Exit the same way—after you rebook them, of course!  

What Should You Bring?

The therapist can bring items like electric candles, music, headphones, blankets, a table warmer, or essential oils to make the treatment more like a spa setting. Use high-quality linens, which can contribute to a more relaxing experience for the client, and invest in a high-quality, portable massage table with extra padding. It’s also recommended you provide an eye mask and neck pillow. (I use the face cradle as a pillow when they are supine. I turn it upside down, so their neck lies where their forehead was when they were prone).  

Check with the Client First

Always communicate clearly with clients about their comfort level. Create a tranquil atmosphere with minimal disruptions, like turning off electronics and cell phones, to further enhance the relaxation experience. Ensure the massage table is set up in a clean and clutter-free space. You can provide extra touches, like a comfortable blanket and a small selection of teas, infused water, fruit, or chocolates, for the client to enjoy after their massage. 

Asking the client to have a robe handy for the end of the massage will help them stay relaxed, rather than re-dressing in the clothes they were wearing before. You may also recommend a warm shower or bath after you are gone to extend their relaxation period after the conclusion of the massage.

The Experience Beyond the Massage

In the aforementioned review, the client was obviously confused, and a professional reply or phone call could possibly result in the client adjusting their review. It is extremely important to follow up with clients who leave negative reviews in hopes they might adjust them. This has happened a few times with my cupping business, and my professional follow-ups caused the customer to edit a three-star review to a five-star review. 

Setting Things Right

In this specific instance, I would have followed up with the client referenced at the start of this article with a phone call or email and would have responded to the review on the booking platform with the following:  

“Thank you for taking the time to share your thoughts on my mobile massage service. I genuinely value your feedback and apologize that your experience fell short of your ambience expectations when receiving a massage in
your home.

“Creating a serene atmosphere is crucial for the well-being of my clients, and I’m committed to ensuring every visit is exceptional. I’ll be actively working on improvements to enhance
the overall ambience of delivering in-home massage services. 

“If you’re open to it, I’d love the opportunity to make it right. Please feel free to reach out, and I’ll do my best to address your concerns and earn a five-star rating in all areas of service.” 

You don’t want to be rude or defensive in your response because the client can easily change their rating to a lower rating. Many potential clients may assume this client was confused and was rating her own home, while others may think the therapist didn’t do as much as they could have to create the ambience this client desired. Having a friendly and professional attitude can make clients feel more at ease, help enhance the overall ambience in the future, and demonstrate your dedication to making your clients’ experiences positive ones. 

It’s All About Empathy

Put yourself in the client’s shoes. If you had a therapist coming to your home, what would you do or change to create the best ambience? You may wish to be set up in a dark room with some low lighting or no-flame candles, or you might like a table warmer and blanket to be more comfortable, or maybe you want to listen to music through headphones so you don’t have any distractions. Any and all things you would want for your own in-home massage should be considered for your clients. The more comfortable you make them feel, the more likely they are to have you back.

Things to Increase Home Bodywork Ambience

Of course it’s your client’s home and not yours, but there are things you can bring with you to each mobile massage (beyond just your table and sheets) that immediately transform any environment into a spa-like atmosphere. I suggest a “bug-out bag” or bin with the following essentials.

• Essential oils

• Extra blankets

• Extra padding

• Eye masks
• Headphones

• Music playlist

• Neck pillow

• No-flame candles

• Portable diffuser

• Portable speakers

• Snacks

• Sound machine

• Table warmer

• Tea bags or flavored waters