A client told me my facial massage was 'too light' and it forced me to rethink everything

So I had this regular client last tuesday, she's been coming to me for about 6 months. She's pretty picky but usually happy. After I finished her service she just said 'you know, your massage part is nice but it feels kinda light, like you're barely touching me.' I was honestly a little stung at first because I thought I was being gentle and relaxing. But I realized she was right. I was so scared of causing irritation or pulling on skin that I was barely doing anything. So I watched some videos from a esthetician in Portland named Jenna who focuses on deep tissue facial work. Tried a firmer approach on my next client (with their ok) and it was wild how much better their skin looked after. More lifted, less puffy. Now I go medium firm on everyone unless they specifically ask for light. Has anyone else had a client call them out on something that turned out to be useful?

3 comments

3 Comments

the_max24d ago

Respectfully, I see this differently from most people. You had a client who knew what she wanted and told you straight up, that's a good thing. But just because one person likes more pressure doesn't mean you need to toss out your whole approach. Different clients want different things, and there's nothing wrong with offering lighter work for people who actually want that. The real skill is reading the room and adjusting based on the person, not just going medium firm on everyone because one lady complained. Sounds like you found something new that works for some people, but don't act like your original light touch was wrong either.

tylerj2224d ago

Yeah I had a buddy who ran his own landscaping business for a while... he was always super gentle with people's lawns, mowing high and not bagging clippings, trying to keep things natural. Then one customer straight up told him she wanted it scalped like a golf course and took her business elsewhere for a season. He was all torn up about it until another old timer told him the same thing you're saying now... some people want different things and that's fine. He started asking new clients what they wanted upfront instead of assuming everyone liked his light touch. @terryw67 is right though, there's gotta be space for both approaches without anyone feeling like they messed up. My buddy still has his regulars who love the gentle treatment but he's added a few who want it tight and short too. It really is just about asking and being flexible instead of trying to be one size fits all.

terryw6724d ago

Nah, you said it. Light touch wasn't broken, just wasn't for everyone.