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 do have a comment for DocRNe: I do agree that we should get paid for the time we are there but it is not illegal in california. Massage laws are not as heavily regulated like other states. this would be a great place to get to in the future. I also agree that a lot of therapist cannot do more than 3 a day but for me that is an excuse. Money is money and hard work is not always rewarded. I was raised to work hard and do my best. I can easily do 6 massages a day and still be able to work 5 days a week. With the exception of certain ailments some therapist have that prevent them from working, there should be no reason why they cant either. Yes I agree that massage is hard on the body, but with proper education they can learn to work smarter, and build up stamina. If you find that your therapist can only do 3 day then maybe you need to look at other therapist who are willing to do more. I do not want to sound arrogant but this is our job and you should not be in it if your not able to work hard at it.
DocRN: Massage Envy typically pays commission (for service) or wage (for time) whichever is higher over a given period of time – either a day, a week or a pay period.
In my clinic pay is every two weeks and it is, as stated, which ever is the higher sum of the two, hourly wage or session rate. The therapists however end up being payed the session rate which at my clinic is $17 per one hour session (fifty minutes hands on). The average my therapists are earning per session is between $30-$40 per one hour session. This figure includes gratuity which averages $13 per one hour session and possible $5 bonuses.
Money, money, and more money. Massage Envy has sold out the entire company to a multinational group in India. The ME founder said the economic slow down really hurt ME stores because the clientele is mostly middle class with less disposable income now.
I am a client of ME and do not fit any of the stereotypes people assume go there. Rather, I am an experienced high-end "spa-goer," and a hard-working professional who makes plenty of money and has disposable income. My ME is in an upper class neighborhood; everyone I know who goes there has been happy. Not all of us need a fancy robe, juice and a banana while we wait for our service. What we need with our massage is a warm table, tasteful soft music, soft lighting, someone to give us water and consistency. Along with that, I get a wonderful therapeutic massage from a masseuse who is very talented, intelligent, well-trained, concerned, and dedicated. And if you can get all that for $39, who wouldn't take advantage of the offer and availability?
My wife and I are massage therapists in Santiago Chile. The professional massage trade in Chile is new and nothing compared to the development that massage has seen in recent years in US. I'd say we about 20 years behind. But there is some growing demand. Anyway, we started a small business 5 years ago with two other therapists and have grown to three locations and 22 therapists. BUT, we have worked out butts off and have had a hard to time to create the right model that works right and makes money as it should. Therefore we have been fascinated by the talk of Massage Envy. I have heard mostly complaints but today I was very inspired by the postings by Lou, from March 26 and her sharing her experience. We also have tried to always keep a family spirit, good relations with our therapists (my wife and I among them), and also to take care of our customers with the highest quality service and attention possible. But again, we are struggling with our business model, which simply isn't profitable enough. We are NOT looking to get rich. We just want to survive with 3 kids in school and a very middle class standard of living, in a South American country. We also want to stay in business of course for our own sake but also for the therapists that work for us. We currently have 6 therapists who have worked with us for over 4 years, two of them who have finished their university studies working for us.
We take care of our people. They are all contracted and with paid vacations. Sometimes I feel they are better off than we are, with all the stress and problems we have. And constant tight cash flow doesn't make the whole scenario any easier.
Anyway, I would be very grateful to hear from anyone especially Lou) about the following points as we want to learn from what seems to be a successful model:
Any other related info would be greatly appreciated.
Thank you.
Jose Cantela
I work at a Massage Envy in California. We may not make what the average Therapist makes, but the clients that do grace our establishment our loyal. We have a large number of repeat customers. We offer customized massages to fit the needs of our clients and we are all quite efficient in every type of massage available.
Spas are over-priced and not everyone can afford them and that is where we come in to help not just the rich but all in need.
We've been opened a year now and we average 80-100 massages a day most of the percentage are members. We are opened 7 days a week. We are not hurting for work. We are booked back to back but the clients get 100% of our attention in each massage.
Hi Mary:
Thank you kindly for your reply. Sounds like your location is doing very good. Here are some other other questions if you could help.
Thanks again.
Jose
I can say that I took a chance working there as an experienced therapist. It was close to home and they offered benefits and an hourly wage. Well there was NO hourly wage ever paid, the benefits never came through- i worked there a year and the for the amount of work that i put in as a deep tissue therapist- there was no pay off. You were completely dispensable, no matter how high your request therapist rate was and the pay was crappy. They don't like to give out raises in a timely fashion- so your six month may come at 8 or 9 months. They put up bonus ways to make money, the therapists would do it and then it would just quietly disappear with no compensation. I was completely turned off and disgusted by the treatment of our owner. Our manager was great but she's stuck having to do the bidding of a cold, ruthless, cheap owner.
No spa has to worry about massage envy taking their clients because there will never be a long term therapist at a massage envy that's worth a damn- their turn over rate is huge because it is a totally disappointing experience as a therapist. I encourage therapists to find better employment because there is no reason to work for a large corporation that doesn't provide the benefits that should go with such low pay. It's sad when you work in the health care field and you don't even get sick days or health care.
Interesting discussion! If this business model becomes more popular, and it sounds like it is, maybe the therapists should unionize. The owners have their agenda, and rightfully so, and it is up to the therapists to stand up for themselves and not be taken advantage of (if that is indeed the case). I can't think of a way to outsource massage, after all.
[...] all this said, Massage Envy is Friend. But, for all that they are friend for, they are also my foe. Not only to me but to all [...]
Great discussion. I am concerned about ME not for myself, but for new therapists. I know several therapists who upon getting their license went to work for ME. They never did massage again. Total burnout, frustration from poor pay, and in order to meet their bonus' they had to work so many hours that they developed serious physical issues. I see a place for ME for people who need experience, but the demands seem too much. I have a very busy practice, but I make sure not to burn myself out. Does ME care about the therapists? I wonder. What good is it to have a business model that doesn't care and nourish its' employees. Maybe there will always be a place for such a business, but I think there is plenty of room for independent people like myself. There are several new ME's in my area and my business hasn't been affected at all. As a therapist, all I can worry about and focus on is performing to my best abilities. That has served me well so far. As for unionizing? I think the massage industry is a long way from being able to do that. There isn't enough standardization for that. My opinion.
Massage Envy is one of the best, if not the best, massage salons I have been too. There is no doubt the prices, massages, employees, and the environment are on the upper-scale portion the massage business.
As someone in the business world who frequently gets massages (1-3 per month) I became a member of massage envy last year. My membership expires this fall, but I don't know if I will renew it. Wherever I go, it is hit or miss with getting a good massage. When I travel to fancy resorts, I pay extra for a "deep tissue" or "myofascial" massage, yet I get something more in line with a swedish massage, wasting my time and money because it has no therapeutic benefit for me. My pain is deep, mostly soft tissue and I need someone who UNDERSTANDS pain to massage me. Just rubbing my back isn't going to help. So I have found a massage therapist that is great, and she happens to be at ME. For me it is all about the quality of the massage. I don't have any formal training in massage but have a table at home and give my boyfriend a massage at least once a week. I can ALWAYS find where his trouble spots are, sometimes even before he can, and I have a gift to be able to relieve his pain. I want someone who can do that for me.
One thing I HATE about Massage Envy is when you come in for your appointment they ask you at the beginning if you want to pay for gratuity then. In my thought process, gratuity is based upon the quality of the massage, so I politely explain to them that I base my gratuity on the quality, and don't want to be asked again to pay BEFORE. Do you know anyone who pays tips to their waitress at a restaurant before they get their meal? I don't like that model. At all.
On another note, the most relief I have found from my chronic pain is with a Rolfer. I do have musculo-skeletal issues and really need deep work. I try to see her once a month, but she is expensive ($160 per session) so I rotate that with massages.
I ran across this blog by accident. I was a CA in one state for 18 months and took a position as CA when I moved to another area. I would like to confirm that the clinic is only as good as the owner and that is true of all franchises and private businesses as well. Please remember that like all businesses, this one is evolving as it grows. Many of the negative comments I read have certainly been true in the past. Owners, managers and corporate have all been in a learning curve. That said, there will always been some owners and managers who do not understand the professional needs of massage therapists and who push their front desk staff into hard sales tactics. That is unfortunate because the larger majority are on the other end of the spectrum, particularly in the last couple of years. The recent all clinic conference put a hugh emphasis on "taking care of our therapists". In less than two years I have seen a growing trend to give benefits, provide CE opportunities, individual training and create more income for the therapists. By the way, I am not sure who made the comment but I don't know of any businesses that provide benefits for part time employees so I feel that ME is in line with the mainstream on this. As for the pay, keep in mind that it is scaled to the price of the massage. In the 4th month of business in my current clinic, I did all the numbers and my therapists were averaging $28-$29 per massage hour including bonus's and credit card tips. They shared with me that they were bringing in as much in cash tips each and generally a bit more. So that would bring the hour up to over $30. When I factored in hours of "down time" they were averaging $20-21 per hour. We pay $8 an hour as a base against commission. The way that works is that in any two week pay period, if the $8 hourly (plus any tips and bonus made)is more than the commission, they are paid the hourly guarantee. The first month will generally have that happening but business usually increases quickly and puts the therapists in the higher commission position. It's a safety net. I understand that talented therapists can make more money in their own business and I am sure I am not alone in encouraging my therapists to do the best they can for themselves and support their ambitions and long range plans. Keep in mind, not all therapists are geared to market and promote themselves, however we can teach them how to build a clientele if they decide to go out on their own. Keep in mind that there is a broad range in any profession where income is concerned. We do provide a niche and I would encourage a therapist who has had a negative experience in a clinic to possibly give a different clinic a shot. They may find a world of difference. Attitude is everything. Sorry to be so long winded but I wanted to share that I believe this company is evolving into a positive experience for both employees and guests.
In the meantime, I can give them flexible hours to pursue their outside business and a way to make a decent living while they are doing so. To put it in perspective, look at the time and money it takes to get into other professions. Take a two year programs like nursing, dental hygienist, physical therapist assistant etc. Nursing depends on the area of the country for salaries. Typically dental hygienists are at about $30 an hour and typically do not receive benefits. PTAs make between $30 and $40 an hour and do the same therapy as a PT. What they don't do is evaluations. These are all skilled professions requiring as much or more education as massage therapy. All are valuable health care professions. As for client experience, it is true that you can get great or terrible massages in any facility regardless of the price. ME Clinics that are having mixed results are probably not providing on-going training for their therapists and are not taking time to find out what the client needs when booking them. My staff, like many question the guest over the phone to find out what they need and book them with the therapist best suited for them. I personally get about a 90% success rate by having my staff take the extra time to do this. We also have therapist surveys that are filled out, which is wonderful encouragement when positive and if we get a negative we do our best to re-schedule the client with a better fit and discuss the problem with the therapist. If their is a need for therapist improvement we provide personal training attention. In both clinics I have managed, we have had 50% or more experienced therapists. That said, I have had some super stars right out of school who were fabulous therapists. Many went on to bigger and better things, many stayed for quite awhile. Retention has been generally good in both places.
Apologies, apparently I lost the middle part of this long dissertation and the end ended up in the middle so I am sorry for the confusion but I would be glad to answer any questions from anyone.
I need to make a correction. PTAs make between $30-45K a year based on a 40 hour week. At the high end that would be about $21 an hour. School costs about $12,000 and since it is 9-5 5 days a week, they usually have to borrow living money as well. I know massage therapists face a similar situation. I also realize that therapists do not work 40 hours a week (or shouldn't due to physical stress) so in our region we consider full time for therapists at 20-25 scheduled hours a week. Benefits are for full time and are paid by the employer. Once out of the red, paid sick/personal days and paid holidays will be added. In the meantime, no one ever has or will be denied time off for any reason. All requests are granted at our clinic and it is my understanding that this is the policy of the other clinics in our area as well. As I said, I have seen ME evolving and it appears that will continue and I would just ask that be taken into consideration before all are condemned. As the saying goes, the money will follow. For the record, that is up for national discussion and I believe it will go that way.
One of my best therapists came from a private spa that paid the same and treated her so badly that she quit. It was an issue over her schedule needs regarding her child care. They charged her $500 for not staying for a contracted year. She paid it. Bad attitudes come from all walks. She is a great gal and a very talented therapist and as soon as I can give her a raise I will. In the meantime, I will accommodate her schedule, knowing stuff happens when you have small kids and put her on benefits immediately. By the way, my experience has been that therapists come from two areas. Yes, out of school (and I have had some very talented ones)and the others who have been in the profession for a long time and are tired of running their own business or want to use their skills part time. It a good mix because the experienced ones do mentor the new therapists. Bottom line is that ME is raising the awareness to the health benefits of massage to the masses. I believe with the way the attitude is evolving that the money will follow. Even benefits were unheard of when this started. It's not perfect but it is progressing in the right direction.
I have only been working for ME for 3 months now. I LOVE the people I work with. But the truth is this: ME does NOT care one bit about their employees. All they see is money. MT's get paid $15 an hour plus tips. Many clients do not tip and I have seen many posts of consumers saying they shouldn't tip. So sad that people don't want to help those that go home aching every night because they spent all their energy on making these clients feel better.
A lot of y'all have said it's a "bottom of the barrel" service. You're right it is. Not because there are no added amenities. But because after awhile of this ABUSE, the employees decide NOT to give their best… can you blame them? Sub-standard work for sub-standard pay. For me, ME is ONLY a stepping stone for me to make better than the average persons income… long enough for me to get a car and find a job at a better spa and eventually open my own spa.
On that note, thank you to those of you sharing knowledge on how to compete with sub-standard ME. Y'all have given me great ideas for my future spa!!! One good thing about ME: when you work there you find a lot of the "how to NOT run your spa" rules. LOL
Good luck to all of you!
Also add this about abuse… they book you back to back (i.e. 1:00 appt, then a 2:00 appt, then a 3:00 appt, etc). And hey if your first appt is 15 mins late… guess what? "Go ahead and give them the full time." Which makes you late for EVERY massage after that… making the MT look bad.
Tip for spa owners… give your employees 15-30 mins between massages and dock time for people running late.
I am a massage client, not a therapist. I have enjoyed massages for many years from various places… I even had my massage therapist in the room when my daughter was born!
I recently visited ME in FL for the first time. My massage therapist was fabulous. Not just good, but great. The price was right. The atmosphere was wonderful. (Better than some doctor's offices.) Quiet, warm beds, very clean, very comfortable. I joined on the spot for three reasons:
I did not feel it was a hard sell. The front desk employees are great!
I also took my mother-in-law and she had a great massage so I booked her a second appointment (she was visiting). She was not impressed with the second massage therapist, so they gave her a half price massage to compensate.
All in all, I had a great experience. However, I am concerned about the comments from former employees. I was hoping it was a good place for therapists to work, but now it sounds like that might not be the case. If the employees are not happy, then the experience will suffer. I try to tip decently ($15 on a one hour massage). I'd like to know if that sounds right to the employees who have worked there. I want to make sure my therapist is happy too!
Ellen, yes $15 to $20 is a great tip and very much appreciated if you feel that the therapist has done their job well and you leave feeling great. If you have built a relationship with a favorite therapist the sessions will get easier because they will learn what you expect when you come in. As far as the unhappy employees at MEs, there is always going to be drama going on with someone somewhere. As mentioned in prior blogs, a lot of it has to do with how the OWNER is working it. When I get my clinic established my two priorities will be how the employees are treated and their work conditions, and how happy the clients are when they leave. I know there has been great concern about the clinic's "Bottom line in profits" But lets face it, you can't have a positive bottom line if your services suck, plain and simple. My theory is, take care of the people making you money and be grateful everyday for them and it will work out in the end for everybody. I would think that if unhappy therapists can't get their problems resolved by talking to their boss then they should take it to the owner. If I had unhappy people working for me I would want to know about it right away, again, that's where my paycheck is coming from. It's a circle that needs to be balanced. It should be that way with any company not just ME.
Oh, and on a side note… I hate that I can't edit what I write before I submit. The way this is set up, I'm losing about a third of what I write into the side of the margin so I can't see what I'm writing. Is everybody having this problem?
Ellen: Here's something to consider relative to your comments. You will find anonymous posters on any blog on any subject. Because posts seldom can be verified they may or may not be true. I have seen posts to ME blogs by (presumably) therapists who never worked at ME but just don't like the idea. Sure, there have been therapists who have had a bad experience at a clinic (just like there are owners who have had a bad experience with a therapist) but the fact is that there are over 8,000 therapists working for ME around the country right now. If you really want to know what therapists think — go talk to them face to face.
Gray: Your point about anonymous posters also pertains to you. The turn around for therapists at ME is pathetic. Go to the ME website and look at the "Therapists Wanted" page. They need therapists badly. It is not because the are busy, but because, the ME owners treat the therapists like s**t and they leave after only a few months on the job. The retention rate for a therapist at a ME "store" is six months. The majority of ME owners know squat about massage therapy and the needs of the client and therapist. Massage Envy is nothing but FLUFF. As a former Davie, Florida ME therapist, I can tell you the ownership has changed hands three times in the past two years and ME corporate has flooded the area with ten new stores in ten square miles. All of the owners and future owners in the Davie area are trying to get out of contracts. The Massage Envys in South Florida remind me of Chuckie Cheese outlets for adults. Richard Trebor @ mailinator.net
I joined the ME here in Kingwood, Tx, just outside of Houston. In the past I have paid as much as $250 for massages at fine hotels all across the USA. I enjoy my experience at the ME here just as much, and now, even more. Why? I can afford to go more often. With the membership, it is easier to remember. As a customer, my local ME knows me, they know my perferred MT. In the event that I do travel, I can utilize the ME in that market. Communication between the ME's has been excellent, and without hassle. My perferred MT may be getting the $15 from ME, but I would imagine that she is doing much better with the tips, most likely closer to $20 a session then not. That is not too bad. Also, the MT has become a friend. She is familar with me, and I am comfortable with her. This comfort level is a major step towards the perfect massage.
What more can I ask? Some of you want to compare this industry to cars. Well, ok. I drive a Mercedes. I am just as happy and comfortable with ME as I am with my car. At the same time, I have had more then my fair share of less then desirable experiences at various local providers all acros the USA. ME gives me a standard of service that I deserve. The facility is always very clean, the temp is nice. The music is perfect, the lighting is comfortable, and The MT provides excellent service.
I got a massage at the massage envy in South Florida… great experience!!! When I came in the receptionists welcomed me and I filled out this form. It was time for my massage and the therapist came out right on time. She was friendly, I followed her to the room and she asked me if I had any injuries or things I would like payed attention to during the massage. It was all very very professional!
The massage was great!!! I went back to the lobby and they explained the program they offer and I became a member! Now I get massages every week!!!
Also, everyone was really happy there and seemed to really like their work! It was a fantastic experience and I would recommend massage envy very very highly!!!
As a massage therapist at ME, I agree with the fact that the owners don't care about their employees. Because of this there is a high turn-over. Like Richard said the average therapist lasts only 6 months. The main issue that I have with ME is the fact that deep-tissue is the same price as a swedish-relaxation massage. This pisses me off! So, the majority of the clients at my clinic ask for deep-tissue! So on an average day at my clinic, 75% of your massages will be deep-tissue. And most days you get 4 deep-tissue appointments in a row. And if you don't do deep-tissue chances are you wont get many appointments. I also have a problem with ME advertising new modalities without the proper training.
I have read the previous posts with great interest. I am considering making my first appointment at a Massage Envy location. While I respect the views of the traditional spa owners and therapists, my experiences in Columbus, Ohio have been mediocre, at best. These have been at the high end locations in my city. The spas are clearly geared toward women, the quality has been spotty, and I really don't have an interest in a fireplace and warm tea. I just want a good massage. I have the means to pay the premium fee — I haven't found any correlation between the price and quality, though. Although my coming session at ME may leave me wanting, it certainly can't be any worse than some spa experiences where I've left feeling exploited. It's as if the spa felt that just going there was worth the cost.
Hey Ronnie, after reading this enlightened post of yours I have to say that you are PERFECT for Massage Envy! Just what they are looking for!
Good luck with your career as an MT at ME! Hopefully they won't ask you to do any silly "healing work."
Well, I've been to the perfect experienced MT who worked from her home, had decades of experience, used the best lotions… everything about the experience was perfect…
Problem was she was nearly impossible to get an appointment with on short notice.
Today, I was feeling like crap because my back and shoulders were so sore. Hopped on over to a ME for the first time and I've feeling a lot better now…
For me, it isn't about price… it is about the convenience/time.
I am a member at ME for the convenience and the price. I like a massage once a week. Can't beat the $39 price even if it is mediocre. However, I also regularly treat myself to high-end massages. I just can't afford the upwards of $70 massages on a weekly basis. If I could, I'd go high-end (assuming I could get an appointment) every week. And for the convenience, ME is open until 10 p.m. during the week. My favorite high-ends are only open until 5 at the latest. I won't stop getting both. ME makes it easy to relax with a no frills basic massage on a weekly basis.
As a consumer, I had the introductory experience at ME WITH my original MT who has been in practice herself several years, trying to make some extra $. She was able to have some clients follow her, I think.
I'm seriously considering an ME membership, though, b/c my original MT works on Fridays and Sundays. I can't always afford to take a Friday off to go see her. And b/c I have a disability and depend on public transit, it's IMPOSSIBLE for me to see her on a Sunday.
ME location is closer to home, easier for me to get to, and hours are much more convenient.
Didn't see much on the posts about ME and tips. Does anyone know: are MTs at ME allowed to keep tips to themselves? I like to tip my MT, but want to make sure it goes to MT and not ME.
Kerry… The therapists at ME keep ALL of the tips that they earn. Tips are a significant part of their income. If you pay a tip in cash, it goes in their pocket. If you pay with a credit card then their tips will be taxed and added as income on their regular paycheck. If the therapists are not getting all their tips then their is an internal problem and it needs to be addressed.
I'm a massage therapist for ME in Missouri. I love my job and have been there nearly two years. We are NOT over worked, in fact we set our own schedules and needed breaks. Non of us are there under any unusual conditions. No high turn over rates. Yes, we get our tips cash and credit. It is customary to tip your therapist on the non member rates. If we were unhappy about the commissions we wouldn't be there. Most therapists get into the business of health and wellness with a sense of freedom to practice… sorry to hear complaints that other clinics therapists aren't happy… one word… LEAVE… as for unhappy clients/members… read your contracts carefully… our sales associates pride themselves in educating the client about such things, answering all your questions with no pressure. We're not healers, we can't cure anything, diagnose, etc… we can only help ease the symptoms of what brought you to us in the first place… we are highly trained, licensed and the majority of us Nationally certified and are big on educating our clients. We pride ourselves in the atmosphere that we work in (thanks to our creative, tasteful owner) and our clients love our "quiet room" never rushed to leave, welcome to relax as long as they like with wonderful refreshments. Our therapists bring different talents to the table and our sales associates are great pairing the needs of the client with the right therapist. As far as always hiring, it is ideal that all our treatment rooms be filled with a working therapist… example… I work 5-10pm Tue-Fri… my room should be utilized during the day hours to meet the needs of our clients. We want the public to be able to call that day and get in. We are very popular and most of us booked weeks in advanced as our clients prefer to book their next appointment prior to leaving the clinic… it is very disappointing to the client if they can't get in when calling, that is why we are always looking for therapists who will pick up on these on call situations… too many clients not enough therapists… we are very much in demand. Any therapist knows our job is not one to work 40 hours a week, we work around our families schedules as well. My personal opinion on the turn over rate is based on what I see when a therapist takes on way too much and develops repetitive stress injuries. It can be very addictive helping others feel better and we feel at the time we can do just that until it catches up with us and are bodies say "you can't" It happens from time to time, especially new hires right out of school, needing the money… let's face it we all need the money, you just have to pace yourselves. My clinic doesn't hire just any therapist with a license to practice, if you can get past the initial interview for a practical and deliver what we are looking for in a therapist… only then are you in! I hope my comments have helped to clear up any misconceptions about what we do at Massage Envy.
I'm a massage client, and discovered this blog quite by accident. I'm fortunate to have been to some of the finest spas in the world, and I treat myself to massage and other holistic treatments every month. 4 months ago I was curious about the introductory massage price and when I couldn't schedule a convenient time w/my therapist of 6 years (after calling her facility 3x!), I called ME and booked right away. The gal answering the phone consulted w/me, didn't just schedule an appointment, and recommended therapists I might like. So far, I've had 4 different therapists there, because all their specialties are unique and I want to experience them all! From reflexology to sports massage to craniosacral — why shouldn't I indulge my body w/various treatments for their low monthly rate? My income level is in the top 5% of the US population, however I've learned that it doesn't matter what you pay — there's great inexpensive services and poor to mediocre outrageously expensive services. For now, I prefer to go 1-2x/month for an inexpensive treatment, and have found the massages rank 6-8 on a scale of 1-10; I can say the same about 2 recent massages at world-class spas I went to while traveling, which were certainly not worth the money! I think the therapists on this blog who are complaining should go elsewhere, as I think any disgruntled employee should. And I applaud those who are happy and content sharing their healings w/the maximum number and types of people. Have a great day!
The last post I made to this blog was on March 17, 2008. At that time I was an employee for ME. As it turns out I did not stay very long. In the end I am glad I had the experience at ME. I learned some things about my limits when it comes to how many massages I can do in a day. 4 or 5 is about right for me, verses the 6 to 7 that I did at ME.
In the end I also wanted to earn more per massage. Now I don't have to "depend" on tips like I did at ME. I make enough with my massage rate at the place I am at now, where a tip is simply extra. I don't have to do as many massages each week and my body is thanking me for that change.
If I ever had to, I would go back to ME. It's not where I would want to stay, but it was a place to work doing massage, which I love. Yes, I want to earn more than $16 per massage plus tips, but sometimes based on where you live,the demand for massage, and the number of MT's in your area, one may just have to suck it up and work for a place like ME.
Hi everyone, I just left ME where I received a massage this evening. I do not work there and am not a therapist. I am a CUSTOMER. ME opened here in Nashville, TN about a year ago and I have been for about 5 massages since then. I have NEVER actually received an HOUR LONG massage. I am still perplexed as to how a company can offer a one hour massage and then give 45 minute massages. I finally asked the people at the front desk what the deal was and they said that because their massages are booked back-to-back each hour that they need time for the client to get dressed and to clean the room, which is perfectly understandable and I am not blaming the therapists.
I have been going to a spa here in Nashville for years (Illusions) and they charge $60 for a REAL one-hour massage. At ME, $49 for a 45 minute massage is actually MORE than a REAL day spa (which has other services such as a steam room, relaxation room, etc.). ME is such a scam when you really think about it. At Illusions, the therapists get 1/2 of the cost plus tips so they usually do pretty well.
Just some insight from a customer. I won't be going back to ME and I am going to get out of my contract.
Would love some REAL answers regarding massage therapy as a business. I've been to every type of Massage "Spa" and have lately found myself wondering as the above customers what is REAL and what is NOT. Please shed some light on the following topics from a therapist perspective and business model if possible.
Sincerely, PC
I am an employee of ME and have been working there for about 10 months now. When people call ME the Wal-Mart of massage they do so with good reason. Most of the therapists are over worked and over stressed. Generally, full time for a therapist is about 25 hours of massage a week. (It differs with each person, but that's the average…) Doing that amount of massage at a ME clinic at $16 an hour will net you about $1600 a month. Tips generally negate the taxes we pay on that $16 dollars so that really is about what I walk away with each month. For a licensed professional that is absolutely absurd! I applied at my clinic straight out of school with the intention of getting a lot of experience and moving right along. So yes, the therapist turnover right is extremely high at these types of places because there is no incentive to stay there long term. It shouldn't cost a fortune for people to take care of themselves like they ought, but it shouldn't cost a therapist their career in repetitive use injuries just to make ends meet. I think I've had enough of it. I love my coworkers and the skills they have are an endless source of amazement to me; if people have had bad experiences at clinics like the one I work at it's most likely because the employees are disenfranchised and disheartened.
And to reply to PC above me: Full time = about 25 hours a week… all of your other questions can only be answered by each individual therapist… some have amazing stamina and some are reckless about their bodies and some would prefer to keep the number of massages they do low… each person's abilities and limits are different.
I went to ME for a massage this evening and suffice it to say I was not happy. It's definitely a massage "mill" and the therapists who say that it is for people who have no discrimination are about right.
I don't blame my therapist. It was at the end of the day (around 7pm) and he was clearly exhausted. His movements were choppy and sluggish. He also smelled strongly of either cigarettes or a very cheap cologne; I couldn't tell which. When I'm getting a bad massage I often want to say something, and I have this internal monologue about how I want to bring it up, but I seldom actually say anything just because of politeness. Also, you're laying there naked, it takes a lot of courage to just say, when you're totally naked and someone is trying to relax you, "let's just stop, I'm not enjoying this." I kept having to remind him not to rub so hard, although his communication was good… he kept asking me if I was comfortable, I was NOT but I just couldn't say anything. His draping technique was also pretty poor and there were times when I just got this bad vibe, not like he was a letch but that he just didn't care about his work at all. It's just a bad experience when a massage is bad, and having a male therapist who's sloppy in his draping to the point of nearly exposing you or touching you by accident someplace WRONG makes it about a hundred times worse.
Plus, my therapist had just said goodbye to another customer and I just went in right afterward. He hadn't even had any time to rest and I'm sure massages are hard work! Once he got around to massaging my back it became clear that the guy had a lot of skill — he was just plain worn out. The result was a very sloppy massage and one seriously freaked out customer.
Even after I reported this to the woman at the front desk, she STILL pushed me to commit to the membership! I told her, "I was a little weirded out," and she just kept going. I am never going back there.
I don't doubt that some customers get lucky with ME, probably the ones who come in earlier in the day, but as one of ME's selling points is that they're open late, I'd say this is a moot point for their business model. The adage is true, you get what you pay for. If you want a luxurious spa massage go to a luxury spa and pay the price. If you want one for cheap, ask a loved one and swap out. You are likely to be embarrassed by this ghetto establishment if you are used to better.
PC, the answers to your question will depend on the therapist.
Here's mine:
What is full-time vs. part-time for a therapist? For me 15 to 20 hours of massage is full-time. Less than 15 for me is part-time.
How many hours, deep tissue can you do in a day without injury and with keeping with a business model? If I correctly use my body I can do about 4 hours of deep tissue a day. It's not just about pressure, but knowing how to get to the deeper muscles. When it does come to utilizing pressure I use my forearms and elbows almost everywhere. I will use a tool of some kind when it's not wise to use my elbow.
How much time is needed for "down-time" between appointments? Stay healthy and do a quality massage. At ME there is no down time as you only have less than 10 minutes after finishing that last massage and beginning the next. That includes the time both clients take to change and get on/off the table and the time it takes you to change the sheets, wash your hands and take care of your own needs. Now that I am away from ME I don't mind doing a back to back appointment, but then after that I like a small 30 min. break before doing the 3rd session.
How many days can be worked per week? 4 or 5?
I hate Massage Envy, their customer service is non existent. I received one massage that went well. Then I scheduled another massage at a different location because of the facilities. I wanted to get a couples massage with my husband and not all locations has a couples room. We show up for our appt. and after checking in they inform us that the room is not available. They give us an extra 30 min for our inconvenience. Fine. So we schedule for the next day. The next day we get a call that the appt is canceled b/c the therapist called in sick.
I rescheduled at another location in person for a couples massage. Because of my hassle with the other location I make sure that the receptionist is clear that I want a couples massage. She even calls me later in the day to confirm I have a couples room. We show up for the massage, and what happens? No couples room available and we get separate massages b/c at that point I was upset and clearly I would never be able to get the couples room.
So after all of this I try to get my money back b/c of the poor customer service. No luck. I am so pissed that I don’t want to go anymore. Now months have passed. I was told that if I don’t use it, the massages roll over and I can use them later. I call and I’m no longer a member and can not use the massages that have been paid for up front. I HATE MASSAGE ENVY.
I haven't read every comment posted but have read enough to realize that some comments are more emotional than realistic. Some posters are not looking at the big picture. To me the bottom line is that there are huge numbers of people out there who are interested in getting a massage but can not afford it. It is insulting to read elitist comments that basically inform me that if I cant afford a massage then I don't deserve a massage. Maybe that's not the intention of the comments but one could easily read it that way. If you are still reading this and not laughing then maybe I have misunderstood the tone of comments made. I have never had a massage but would like to to. The elitist out there can snicker at me to their hearts content,but I would like to point out that without a lower cost alternative someone like me will never get a massage. Why should this matter to anyone else?
This should matter to the new therapist just starting out because:
This should matter to higher end spas because:
to give the high quality massage your customers expect.
Please get off your high horse and look at the facts. Lower end spas will eventually result in more customers for all involved. If your business is suffering from the introduction of cheaper alternatives then you should look at how you do business, not whine about people who are topoor to afford your higher end product. Do you really feel only wealthy people deserve a massage? Doesn't that sound like discrimination?
As for the comparison between cars and massages I see a lot more Chevies than Porsches. I get the feeling that some of you out there believe the Chevies don't deserve to use the road if they can't afford the Porsche.
Many posters are breaking down the massage business to the nuts and bolts. Forget about arguing over cold rooms or the lack of room to sprawl out or where to put your tiaras. Poor people like me aren't out to take away your pleasures,but simply enjoy a no frills massage. How can this threaten your way of life? Isn't there room for all of us?
Please excuse my grammar and spelling. My stupidity is most likely why I'm poor. And thank you for reading my scattered opinions.
I live in Minnesota and want to start up a Massage Envy franchise. My reasons are number one, unlike Houston, I think there is room for growth in the Twin Cities. Number 2, I like to employ people. I am not doing society much good by being a bee worker, but if I can provide jobs for people even better. Number 3, I do like the business. I have had good experiences at the ME by my house. They always ask me if my massage was good, and if not I can give my feedback right there. Like anything, you tip the person because it is good etiquette. When you eat and your meal is $100, you tip $20. That doesn't mean the service was any better at a $20 meal place, it is just the right thing to do.
I have been an employee of ME for 3 years. I was a full time therapist up until 3 months ago when I was promoted into management. What you must remember is that ME is franchised. Each clinic is has its own personality. The owners of the clinic where I work truly care about their employees. They are concerned about morale and retention as these have a direct relationship with quality of service. Our clinic has about 35 therapists. About half of them have been there for 2 years or more (we have only been open for 3 years). Yes we see clients back to back, but none of our therapists consider themselves over worked. We created every therapists' schedule around their own physical capabilities and make changes as needed. Our therapists love what they do! No one wants them tired, burned out or injured! We are a family and we take care of each other. As for the pay….many of our therapists have come to ME from those so called high end spas because they do not get enough clients to be able to earn a living. Our compensation is fair, and therapists love that they are always busy.
As for the "pressured selling" that I have seen mentioned, we do not pressure membership sales. Massage sells itself! Those that understand the true benefit of massage can see the value of what ME has to offer.
I agree with those that have realized that just because a massage may cost more does not mean it is of better quality. Expensive spas hire from the same massage therapist pool that ME does. Yes we do have therapists that are recent graduates, but we also have therapist that have been in the field for 10+ years. And remember, it's not only the number of years of experience that your therapist has, but also the passion for the work. You can teach massage techniques to anyone, but only some will have the therapeutic touch.
ME seems to be the Starbucks (when it was still new) of the massage/spa business. Having been a massage therapist myself for 10+ years (but not now practicing) and having had numerous massages, I can tell you that my visit to several ME's in two different states has yielded my respect and admiration for their business. I was treated, as many of you noted in your posts, as I would have been at any other high end spa. The massages I received varied from "awesome" to "average". When asked if the massage was worth it, I would resoundingly say "Yes!"
I agree that ME has found a certain niche for clients who do want a "no frills massage" and who are busy and need to relax, albeit in a "quick in-and-out" way. The price is right and the people are nice. ME deserves the success they are acheiving.
And when I have the time and money and really want to indulge myself and be pampered with all the amenities, I will go to the high end spa. But, as you know, most people can't eat at Spago's on a regular basis, especially in this economy. But once in a while, it is a real treat!
The moral: There is room for every massage business!
I just canceled my membership at Massage Envy today. While a member, I had some excellent massages, and some that didn't deliver what I asked for. The difference was definitely in the therapist. Some were good, some were weak.
As a customer, I appreciated the price, and that I could afford one every month, or more. Unfortunately at a Day Spa, the prices are out of my league, especially for regular visits. So, while I would like them, they don't fit in the budget at present. It's also nice to have a package, which guarentees a service each month. Perhaps that is a good idea for day spas to incorporate, although the prices might be higher. It kept me coming back, even if I wouldn't have on my own.
As a note, Massage Envy, also posts a suggested minimum tip, which is higher than 20% of a full priced massage – which I found fairly obnoxious. And they raised that "suggested" tip from $12 an hour, to $15 an hour a while back. It seems that they compensate for the lowered price of the massage by pressuring (and I did feel pressured, even for the bad massages) the customer to leave a higher than normal tip. (For the good ones, I was happy to pay it.) But my point is, part of the low price, from the consumers end, is an allusion with this pressured and high priced tipping.
I believe the fault lies within the franchise for allowing business men and women to operate massage clinics. I worked at an ME in Illinois and had a horrible experience. The owner, manager and appointment setters were not massage therapists and, as a result, there was a constant and overwhelming disconnect. I saw the owner in the back room twice in my five months of full time employ, and the only time I saw the manager was when she came back to get a client a cup of water. The manager was able to fire his therapists when they became injured or when he got tired of them standing up for their rights (such as having clean cream tubes or wanting to be paid for canceled appointments). In essence, he got to run his clinic like a massage factory and use his therapists until he decided they were no longer useful to him. The whole situation was so appalling that, after I was fired for having the audacity to get injured, I seriously considered leaving the field. After three months of thought, I have decided to choose more wisely when I am ready to once more work for someone else as a therapist. And when the first words out of the mouth of the owner are "I assume you need some sort of qualifications, right?" I will simply run the other way.
While confessing I did not read this ENTIRE thread, I will say I did not see in what I did read a very important point about this whole price argument from the massage therapist’s standpoint.
My starting point is that I entered massage therapy as a profession, not an avocation. While I acknowledge it is more than “just a job”, it is less than a religious calling. I do it because I am good at it, it makes my heart sing and it keeps me in food and shelter. If it stopped doing that last thing, however, I would turn my back on the other two. My friends and family alone could keep me in all the heartwarming, life-affirming massages I would ever need to give away in a lifetime.
As a working therapist (now with 15 years in practice) I have, roughly speaking, twenty hands-on hours a week in me. More than that on a steady basis and I am simply waiting for either my body or my mind to give out. I acknowledge that the number may be different for other therapists, but I would expect general agreement on my assertion that there is a limit to the “economies of scale” that I can impose on my work as an individual therapist. Assuming an unlimited supply of clients, does (maximum-number-of-hours-I-can work-in-a-week) X (dollars-per-hour) = income-I-can-live-on?
A spa can hire multiple therapists to keep its fixed cost (a massage room) producing. As a practicing therapist, I cannot hire ‘independent contractor hands’ to work an additional twenty hours of my week. My argument here is that, as a profession, there is a floor of compensation under which we are committing to the idea that massage therapists are temporary employees. They leave the room at the moment that their bodies give out or economic necessity drives them out of a $15-plus-gratuity environment and into a different field of employment or better-paying-room environment.
So we can argue all we like about what is good for a potential client base that cannot afford our services, but the galling truth of capitalism is that somebody has to pay something to keep the enterprise going. Consider the idea that our skills are so important that we should partner with a company where EVERYBODY works for free; spa owners, massage therapists, front desk clerks, janitors and launderers. We will get suppliers to give us tables, linens, and oils. We can then openly and freely share the gift of massage with ANYONE that needs it free of charge. Laudable, perhaps, but as the massage therapist I am wondering where in this model I get to eat and sleep.
Getting paid $15 plus gratuity is just the slow (rather than instant) starvation version of the above model. I can’t (and I don’t believe our profession as a whole can) live on this wage unless we a) externalize the therapists living costs to a third party (spouse, parent, second job, trust fund) or b) acknowledge that the system works only as long as the therapists in it are considered expendable. They go elsewhere to make enough money to live on and the $15-plus-gratuity business hires the next expendable therapist.
Excellent post Tony! You state in very clear terms the conditions that make the work we do a success. Like you I don't apologize for being successful in my work. Like you I work about 20 hours a week of hands on body work. I am established and well paid for my efforts and it affords me the luxury of balancing my life so that I can continue to do this for the 25 years I have been at it. For the record I never needed a place like ME to achieve, sounds like you didn't either.
ME is capitalizing on the "expendable" therapist. It won't be long before the schools start seeing less people entering the profession thanks to places like this.