Question

Maria is an owner of a well-established massage practice. One of her clients, Joe, complained to the receptionist that he wanted to discontinue his massage sessions because he was very sore after the last treatment. Julie, another therapist who worked at the clinic overheard this conversation while she was at the reception desk. Since Maria was not in the office at the time, the receptionist asked Julie to speak to the client. Julie's best action is to:

Answer 1

Julie should professionally and kindly address Joe's soreness complaints, offering assistance and feedback, and ensuring he feels heard to maintain a good reputation for the practice.

Step-by-step explanation:

Julie should approach the situation professionally by kindly addressing the client's concerns and offering assistance. Her best action is to listen attentively to Joe's complaints about his soreness after the massage treatment and to provide thoughtful and considerate feedback. She can apologize for any discomfort he experienced and suggest ways to alleviate his soreness, such as drinking plenty of water or taking a warm bath. If necessary, Julie might also offer to adjust future massage sessions to better suit Joe's comfort level or connect him with Maria to discuss his experiences directly. It is important for Julie to ensure that Joe feels heard and that his feedback is taken seriously, which can help maintain a positive reputation for the massage practice and possibly retain him as a client.