Massage Envy envy?
April 26th, 2007 • Posted by SpaBoom Staff • Permalink
I'm on the board of directors for the New Mexico Spa Association and at our past few conferences, Massage Envy has been mentioned or brought up. In every conversation there are basically two points of view about Massage Envy. The first relates to some level of anxiety and concern about their business model, and how that might erode already modest (if any) profits. The second relates to how Massage Envy isn't a threat, because they don't want customers who shop by price anyway, and prefer the customers who are paying for the experience.
After obtaining a massage from Massage Envy, I don't believe either position is quite right.
Let me explain.
As a vendor to spas and salons, I do my best to visit and pay for services from those spas and salons who are SpaBoom clients. I'm located in Albuquerque, and have visited quite a few of our clients located here (and there's still many more to visit). Every experience has been enjoyable, but different.
I visited Massage Envy last week, and have to say the experience was also enjoyable — who doesn't like to receive a massage — but different.
What this means is, Massage Envy has successfully created a niche for themselves, by offering low-cost, moderate-quality massage for the non-discriminating client. If a spa has a Massage Envy in its neck of the woods, and they don't have a strong, obvious differentiator, I do believe they will need to compete on price to remain competitive against Massage Envy.
You may disagree with me, but do yourself a favor: Go clandestine and pay the $39 introductory price for a massage at Massage Envy.
Then, go back to your spa. Really think about the type of clients you have, your differentiators, your quality of service, and the availability of potential clients in your region that your differentiators appeal to. Do you have a winning mix? If not, reformulate. Work harder at marketing. Provide incentives for client referrals.
Make it clear what your differentiators are. This is tough. Unlike the car business, your prospects cannot "kick the tires" of a massage. So, if your differentiator is experiential based, come up with methods that allow potential customers to experience your difference. Here's a suggestion: Have a "free massage" day, once a month or once a quarter. Or, make some PR for yourself, and invite the local police and fire departments to come in for a free massage.
Don't suffer "Massage Envy envy." Don't become anxious and give up. But… don't sit on your laurels and pretend that everything is the same, either.
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I gotta tell you we are still happy customers. I usually book the couples room for a Saturday afternoon and we both just relax and enjoy, then go out somewhere nice for dinner. Our Massage Envy has a members waiting area (this is separate from the main waiting area) that has soft lighting and comfortable chairs with water, tea, and granola bars. I'm sure the music is probably the same background type you hear at most spa, very soft and muted, not bothersome, but then I usually drift away while I get my massage. My only complaint would be that I really don't like "chatterers" and the therapists need to adapt to their client, I usually tell my therapist at the start I don't chat. Other than that I'm still a fan.
I read many of these posts. Much of the time I had a smile on my face thinking of Shakespeare's line: "Perhaps thou doth protest too much."
If the complainers expended as much energy improving their business, they wouldn't have the time to complain about someone else's business. Everyone knows that there are different price points for different experiences when purchasing ANY product or service. Why should massage be any different?
We have fine dining establishments, McDonalds and many types of dining in between those two extremes. I occasionally go to fine dining establishments, I occasionally eat a cheap burger and most often do something in between. I return to the places that do a good job relative to the expectation of the price point. I've been to expensive restaurants that were nothing more than that — expensive. I've been to cheap restaurants that were excellent.
What does this all mean relative to massage? Like any other business, some are run well, some are not. That goes for Massage Envy or ANY OTHER establishment. Go where you're comfortable paying a price that makes you comfortable. Go where you like the service received. Reward that business by being a regular customer. If you want to be snobby about any product or service, so be it. But remember, you don't make yourself look better by trying to make someone else look worse.
And one more thing: A higher price doesn't make the product or service better. If you want to charge more, great. But you should figure out how to EARN more for your business to thrive.
A couple of things, first you are misquoting Shakespeare, the correct line is:
"The lady doth protest too much, methinks." Look it up, it's in Act 3. Don't put in quotes something you paraphrased, it's sophomoric.
Second — Your second paragraph is pure sophistry. Believe it or not some people can actually write a post critical of ME and STILL have plenty if time to nurture a thriving practice. I can spend all day growing and nurturing my incredible private practice and then spend 5 minutes writing a post regarding ME. See? I'm doing right now. It's easy.
Many of posts I have read here are from MT's and clients who had either worked in an ME or visited one and their responses reflect their feelings and to be fair not all are positive. To Second–You're the complexities of the criticism with a blanket summation on price points means that you have not grasped the whole of the critiques or their implications on people who are actually in the massage profession. There is a healthy debate within the massage profession about places like ME that often overwork and undervalue their employees. Your disavowal notwithstanding, this is what much of the criticism has been about.
Massage is different because the product is human energy applied through touch. Anyone that does this professionally knows how unique this job is and respects it as such. The fact that you equate having a "cheap" hamburger with having a "cheap" massage shows that you are most likely a consumer and not a provider of massage services so how could you relate to our concerns? "Cheap" means "cheap" and in this country you DO often get what you pay for. For many people a "cheap" massage is "inadequate." For those who are passionate about massage both as a profession and as a consumer "cheap" won't ever cut it and therefore neither will ME whose sole focus is on offering "cheap" body work… Beyond that for many this issue is more about the dumbing down of a profession we care about and the ramifications of how it affects the industry and the workers within that industry. All seemingly valid criticisms and worthy of note.
Wow! There are a lot of comments here so I want to share my experience. I am in the Washington DC Area. The owners of the Massage Envy in Rockville, Pentagon City, and Lake Ridge are the same. They are not friendly, ridiculous, hired me a CA position in which I am more than qualified for, and let me go in two days! I did not actually start the job. But I did stick around long enough to see environment. In Pentagon row the customer service was absolutely horrible. They fired several people in the two days of training/observation that I did and they did slave their therapists. They required them to do two hour massages, and required constant back to back sessions. They were like pit bulls. They were so aggressive about selling memberships it was ridiculous and I wanted the job but not that bad. I witnessed a customer yelling at the Manager, and the manager calming her down to sign up for another membership. I have heard mixed stories about the quality of massage at this particular location.
I then went to the College Park location and was hired as a therapist. In three weeks I had people coming back for follow up session two and three times, it was awesome. There was no time for consultation and if you care about your clients how do you consult in five minutes. I was absolutely slaved. My body hurt everyday. Worked there for three weeks. I needed help with my sheets because clients don't always run on time, and quite frankly if you're a therapist who cares about the client, neither do you.
I was the Top therapist in a week, they told me. The stats were awesome. I got a massage from one of the therapists and was pissed that I had to pay for it because it was awful. The therapists talked so bad about the clients and breached confidentiality. The therapists were not good at doing massages. There were complaints and they were sending people to me to help save memberships.
In three weeks, my books were almost covered for the next few weeks with requests. They are supposed to aid the therapists and they did not want to do so. Some of the management were very lazy and felt like the therapist should do everything. They just don't treat the therapists well at all. If I am tired out of my mind from giving 150% in every massage, changing my sheets should be something that you desire to do to take the load off. There was no time to clear energy or think straight. The manager said she wasn't going to cater to me…
She was yelling at me (while I was off of the clock) and really had control issues because in their minds we are like dogs, they pet us, feed us if the numbers look good with some surprise pizza or something and then we should get back to work harder. The reality is, I am a skilled therapist, and without the therapist there would be no Massage Envy. We should respected more as therapists. Did I mention the pay? You get paid between $15–$20 per hour which is why they are so pressed about the tips.
Additionally, the "Requested Appointments field" can be changed by anyone at anytime so if they want to go back into the appointments and change your requests after the therapist has seen the client you will miss earned money on your bonus check. Did I mention that the bonus check is once a month?
Here is the issue with massage envy… no amazing therapist will leave their practice to work for them. Only therapists who must do it to supplement income for a short time. It took me three weeks and I was over it guys. They have extremely high turnover, in EVERY location that I have ever heard of. Clients like to get comfortable, they can't because when they find the one that they want, they are gone.
Additionally, CA's think that they are giving us a break and are under the impression that they are treating therapists well… how unfortunate.
Not only can they not keep therapists, but they are a slave mill. Therapists who work for massage envy are often not as skilled as therapists who do not work there. Get clients on your table, that is all that you have to do. If there is a significant difference, the client will make the change because they will see the value.
They aren't taking over anything. It was a good idea, but there is no way that I believe Massage Envy will make any history in the massage world.
I am fighting for massage therapists to have a voice, and have written a bill to address fair practices for massage therapists, including a minimum wage requirement. Please support it by following the link and signing the petition. More information to follow…
http://www.petitiononline.com/Massage/petition.html
I don't know how much you have done to become a massage therapist but I have an Associate's Degree and have been in the industry for four years. I was using the word customized before I heard Massage Envy or anyone else in my space say it. Once clients are educated about massage, I believe that they will make their own choices about where they receive massages.
The massage clinic/center industry is world's apart from a spa so fear not… as an experienced business owner it is apples to oranges.
As for those private therapists or massage clinics/centers we are the ones who have to make sure that we position ourselves. I will never charge $59 a month for a customized full body massage, I don't care if they were next door to me.
The petition addresses, eliminating prostitution, wages, giving therapists breaks as needed, and much more…
As for massage memberships, that is a way to discount the massages, and it would be unfair for taking them down for that. Many therapists offer massage memberships they are just not a franchise. Additionally, if therapists take a stand and demand more money from them, it would force the price of the massage to be raised. Personally, I have a commercial space, and based on the business expenses, the salaries, the lease etc… they are going to put themselves out of business by keeping the price of the massage that low. What clients are doing is discovering the massage clinic, signing up, following through with the membership or having a bad massage, never returning, and certainly not renewing.
Just wait this one out y'all….
Have an amazing day…. remember to sign the petition and look out for the bill so that we can support it and establish some things in the industry that would give us more of a voice.
Thanks
Res
$39??? — That's the price that we've been offering at The Healing Arts Day Spa Since 1998. Before Massage Envy opened their doors their CEO visited our Day Spa twice. He recognized our strategy and matched our $39 price so you could say that we are the "birth parents" of the $39 massage. Massage Envy tried to raise their rate to $49 but that only lasted for a short time. At The Healing Arts Day Spa we offer Full 60-Minute and Full 90-Minute Massages, Organic Facials and Organic Body Treatments, Massage Envy offers 50-Minute and 80-Minute treatments AND all of our Massage Therapists receive additional training from Arizona's #1 Massage Therapist, Terrell Lynn. So, where is this industry REALLY going with Same Price Since 1998? The only way a Massage Therapist and/or Massage Establishment and/or Day Spa can continue to survive is by the Quality of their Therapists. Over the past 10 years Terrell Lynn has had a 60% – 80% Repeat Client (R/C) and Client Referral (C/R) average while most Massage Therapists average 3% — 7%. We're now offering Terrell Lynn's services to teach those Massage Therapists who are truly interested in becoming a High Quality Therapist instead of a clock watcher, lotion applicator. Call 480-Massage or visit: TheHealingArtsDaySpa.com. Sincerely, Russell Warren
Way to plug your spa dude. Bragging about creating "cheap" massage? Sheesh… don't get me started. If I ever need someone to teach me how to work for peanuts I'll be sure to check out your site.
Interesting debate. It seems to me that growing popularity of massage has created a much wider range of 'products,' ranging from practitioners with a high level of skills, who might be regarded as true health professionals, through to what I've experienced a lot in the UK, the phenomenon of people who are basically beauticians who tag a basic massage qualification on to their manicure, facial etc skills to get jobs in beauty parlours which also find it expedient to offer some massage. It's a difficult one – obviously it's got to be good to have some more affordable massages out there so that more people can access them, but I can see dangers in that a) some of the latter type of practitioners could potentially be unsafe with people who have injuries or other conditions, and b) they could put some people off massage by offering a less useful and satisfying experience. Democracy vs quality? I want to end with a shameless plug for my favorite massage therapist in Manchester, UK, the very highly skilled Jutika at Bodywise.
I started working at a Massage Envy clinic 3 months ago, right out of school. Here's the way their compensation works for therapists: I make $15 per hour when I'm working on a client, and work with, maybe, 3 clients per 6-hr. shift. At the end of the semi-monthly pay period, they calculate how many hours of massage I've done during the pay period and multiply it by $15. Then they take the number of hours I've worked during the pay period and multiply it by $8.50 (their minimum wage). I get paid the larger of the two totals. It's a complicated system that basically has you working for tips.
Therapists are also expected to turn first-time customers into members. Therapists are expected to have a request rate of at least 50%, which is a hardship for those new to the clinic. If a member only comes in for a massage once a month, it takes a while for them to request a particular therapist regularly.
So far, it has been impossible for me to support myself by working full-time at Massage Envy.
A couple of things, first you are misquoting Shakespeare, the correct line is:
"The lady doth protest too much, methinks." Look it up, it's in Act 3. Don't put in quotes something you paraphrased, it's sophomoric.
Second — Your second paragraph is pure sophistry. Believe it or not some people can actually write a post critical of ME and STILL have plenty if time to nurture a thriving practice. I can spend all day growing and nurturing my incredible private practice and then spend 5 minutes writing a post regarding ME. See? I'm doing right now. It's easy.
onlineuniversalwork
As a Licensed Massage Therapist currently employed by Massage Envy, I've come to the conclusion that not all Massage Envy's are created equal. I'll admit, my clinic has its bad points, but I haven't found a place that could compete. I myself, have been licensed for 2 years. My first year was spent working in a small spa with only one other therapist. I was basically on-call 7 days a week, all day long, and only averaged 4 clients per week. I have been at Massage Envy almost a year now. I got to choose how many massages I wanted to do every day and how many I could do in a row without a break. I chose 5 a day, 3 in a row. I work 4 days a week and I average 18 massages per week, due to the fact that the clinic I work for is extremely busy because of its great location. When I first started, I usually got at least a $10 tip from everyone. Now that I've been there a while and my clientele has grown, I began keeping track of my tips and I average $18 per hour in tips now. When I add the $15 per hour I get paid, I average $594 per week. I never have to worry about whether I'll be busy enough to pay my bills. I recently turned down a position at a chiropractor's office because they could only pay me $20 per hour and could not guarantee I would get any tips. I also personally believe I am a very talented massage therapist, and my clients receive a very good massage for a reasonable price. I have very faithful clients that continue to request me month after month, or in some cases, every week. My clinic has over 20 therapists, and I've never heard of any client not being able to find a therapist that they like. They let you choose if you want a male or female therapist, and my coworkers and I all strive to provide a satisfying massage experience for each individual.
Can anyone speak about or have you had any negative experience pertaining to fair booking practices at Massage Envy.
I have received massages from 2 Massage Envy locations in Boston (and 10+ therapists). Overall, I have been impressed by the facilities and the massages I have received. Yes, I have had better massages in high-end spas, but I have also had worse massages, too. I am impressed that Massage Envy has figured out a superior business model that works for many.
I actually think their booking practices are a strength. Easier to get a massage on short notice and never had an issue with starting on time or a therapist no-show…
I love the massage I get at Massage Envy, but really dislike 80% of the front desk staff at the West Ashley location. I would consider myself an average tipper. I tip $15–$20 per my massage depending on if it's a swedish massage or a deep tissue. There's a girl there, I think her name is Tori, and as I've left and just had the door begin to close behind me I've heard her say that people need to not be so cheap with their tips. First of all a tip is purely voluntary and nobody should be forced to give one, but more importantly, how can someone who is supposed to promote a positive company image still working for Massage Envy. I've also heard her big mouth while I was waiting in their "tranquility room" before a massage cussing and joking around with the other girl who has a southern drawl. I will probably start going to the Summerville or Mt. Pleasant, SC location from now on to avoid having to listen to her big mouth.
The Massage Envy near me is in Columbia Maryland. Their business practices are unethical. After about 3 years of membership I find myself with 11 prepaid sessions… almost a full year's worth. I've been rather busy. I called to temporarily suspend my membership while I whittle away at the 11 I've already paid for. I was told I couldn't use the prepaid massages if I didn't have an active membership. This is unethical and outrageous. Here is the ultimate insult… when I questioned the logic and ethics of their policy, I was told the driver is the computer system which "doesn't allow us to book an appointment if the membership isn't active." What an insult? I am outraged and plan to pursue my complaint.
I was wondering what the turnover rate is at Massage Envy? I own a massage therapy business, not a spa and was curious about how many therapists they go thru in say a years time? Any thoughts or comments. I personally, have been through about 12 therapists in the past ten years. I hired a girl who used to work at an Envy based out of Iowa, and from the sounds of it, they go thru' staff rather quickly. Just wondering if that is true.
I currently work at Massage Envy and have been a LMT for three years. I have to say It is the best job I have ever had. We stay busy and I see a whole lot of repeat clients. There is a lot of bashing going on about Massage Envy from disgruntle ex employees. saying they are slave driving and that they make you work sick and blah blah blah. here is how it goes when you are hired you give the front desk the number of massages you are capable of doing until you need a break. example I can do 4 hrs in a row and 7 hrs max in a day. On occasion there might be a mistake or someone calls in and you have to pick up some slack. But show me one place where that doesn't happen. Yes you are paid a lot differently too. Starting out you get 15 per hr massage $1 per request and $5 per prospect you sell a membership too. you get a $1 raise after 6 mos and another a year after .you get $2 per request after 18 mos. Plus you gratuity which can range from the people who still tip 20% on a 39 dollar massage to your $25-$30 per hour tippers. On a most days I make about 30-35 dollars an hour. I don't have to book any of my own appointment, wash any sheets, Or do any heavy cleaning basically I just Massage. I never have a problem getting time off I make about $3000 a month granted I generally do 8 hours of massage a day. There is a bit of competition between MTs over clients but the way I see it is none of these are your personal clients anyway they belong to the company if you leave they are not gonna follow you they will still be there. Now is it hard work heck yea but I am the type of person who would rather work than sit in the back twiddling my thumbs. as far as rushing the clients I add 2 30 min buffer breaks in my schedule so I have time to do a proper introduction and interview and a talk about what we accomplished today and what we will work on next time. I might just be very lucky to have such a great boss but I really do love my clinic it's my second family. Well that's the truth nothing sugar coated just the truth. My clinic is in Atlanta GA @ windy hill road. If your ever in town look me up for a top notch massage.
Wow, what a debate. I briefly worked at 2 of these locations. I now have a private practice and now work part time with a chiropractor. I know that I will be paid $30 per 1 hour session. There is a 15 minute buffer between clients and I completely dictate my schedule.
When I worked at ME much of the staff was unhappy (from the MT's to the front office). It was much busier at the 2nd location I worked at and I liked the front office staff a lot. The first location was new and the front office staff always seemed on edge. You do work very hard for the base pay if you specialties are deep tissue or nmt. I did feel rushed at times due to the fast client turn around. One trick I picked up from therapists that had been there was to layer the sheets so you could just pull off the top two sheets before the next client.
Independent contracting and private practice are more geared to my personality. One of the reasons I chose this profession was to be my own boss in addition of course to helping people heal. ME is a good option for those who need immediate work and those who want as little resposibility as possible ie: overhead (rent), scheduling etc.
Do the best where you are with the options available.
I am a certified massage therapist who has had a small practice for 10+ yrs. I also have 15 yrs. as a Physical Therapist Assistant. I am wondering if anyone of you who has owned a business has looked into becoming a ME owner? If so, what were your thoughts? I hear the concern about pay and I understand. I also here all the debate in regards to high end spas and the comparison of the two. The business model is pretty ingenious in my mind and it works. Yes, they make money and their prime business is membership. Who else has this type of model? How do you think fitness centers make money? They survive on membership sales! Apples to oranges is right! I myself have struggled to increase clientele, because of economical limitations etc. I am a very experienced and licensed practitioner in this state and am frustrated like the rest of the massage therapists. My retention has been high about 80%, but low numbers of clients. I feel blessed to have the clients that have believed in my experience and knowledge, and giving them what they need, not what you need as a practitioner. Tips are optional and many of my clients do not tip and I do not expect it. Clients or patients have needs, if you meet those needs, they will return to you and request your services. Best wishes to all the massage therapist for their hard work!
I currently work at a Massage Envy and to be quite honest, I hate it with a passion!!! The only thing that is keeping me there is my poor clients!!! All my clients would much rather see me outside of there and are tired of having to tip me so much because of how cheaply I'm paid! I originally was hired in at $17.00 per hour with pay raises of 85 cent every 550 massages. Since then they have done away with merit raises which was based on performance. Now I have to fall under four categories in order to get a raise. 1) 3 in-a-row, 6 in-a-day; (2) deep tissue; (3) pre-natal or hot stone; (4) 2 hour massages. Since I only do 2 of these I can only get a 50 cent raise after two years of service!!! This was not what I was hired under and I think it is ridiculous that I just have to accept the changes. I was last year's most requested therapist and all I got was a $10 gift card to Dominick's!!! Boy, I feel so rewarded! NOT!!! So, now I'm making $18.75 an hour after two years and because there have been therapists who are doing more massage than me, they have now surpassed me in wages and not to mention that they don't have as high a request rate nor do they care about their work. They are just there to collect a paycheck! Sounds like a good idea, maybe I should stop caring too! So far, in the last two years of work there, I have injured my thumbs, wrist, back, elbow, and my arches have fallen! But when I ask if I can take it easy for a day, the reply I get is, "Are you sure you can't do more?" Are you kidding me?!? I have had to drop down to three days a week there because I was hurting myself trying to make a buck! If you ask me, Corporate America has ruined massages now forever! And seriously, it's a gimmick! The average massage rate in my area of Naperville, IL is about $65. By time my client get done paying for their $59 membership and a $20 tip, it equals out to $79! Which means the pay that they are paying their therapists is close to minimum wage! Furthermore, I found an old paycheck stub from when I use to work at K-mart, now granted I work a 40 hour week, I made more there per year than I do at Massage Envy!!! Because I cannot work more than three days week without hurting myself. Due to the fact that I'm given all the deep tissue massages because all the other therapist don't know how to give a decent deep tissue massage! And to Jennie Keiper, if it wasn't for my tips I would be further in the poor house because of Massage Envy. I can't even afford a car payment or afford to pay my student loans! So, don't be surprised if you open one and you have a high turnover rate! Secondly, you must have a down payment of $300,000 to open one!
I currently work at Massage Envy. I am at my 3 month review as a SA. I love the place and 97% of the people. The owner has 3 here and all three are manage by the same guy & girl. Management is very poor in solving customers problems that are beyond our hands. The ACA, same thing but worse. They are about money, money, and money. So we fell pressured to sell hard, not about customer service. Treats are given almost everyday, to therapist and SAs. The memberships are good but be ready to commit to 12 months. We do the best we can do as SAs!!!
the best way to go is to improve the quality
of the service to compete properly…