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September 12, 2017 Amelia Wilcox

What to Do When Your Office Massage Therapist Doesn’t Show Up

As a national massage company that specializes in office massage programs and events, you can bet we’ve seen our share of things that can go wrong in this industry. And that includes times when a massage therapist doesn’t show up to a client’s office.

It’s frustrating for our clients and it’s embarrassing for us.

So here’s what you should do if you should run into this situation.

There are all kinds of reasons a massage therapist doesn’t show up to a time and place they’re supposed to. Car accidents, food poisoning, and getting lost happens.

The people working behind the scenes at Nivati do everything we can to ensure our massage therapists arrive on-time (that is, early) to each of their massage events or programs.

But because massage therapists are only human, we don’t always hit 100% on target with this.


massage therapy at work


When Your Office Massage Therapist is MIA


What Your Massage Company Is Doing

Here at Nivati, the first thing we’ll do when we hear from a therapist that they’re running late or not going to make it is to contact our client as soon as possible. We’ll give as much of a heads-up as we can if your event or program session won’t start on time.

While our client is being contacted, we’ll also be working with the massage therapist to find out what the trouble is. Are they lost? Are they having trouble finding the parking lot? Did their car break down?

Whatever the problem is, we’ll be working on finding a fix for you.

Sometimes that fix means we’ll send a different massage therapist to give the massages, or we’ll see if the therapist can stay later to make up the lost time.

Sometimes, unfortunately, it means we’ll have to reschedule or cancel your massages. (That makes me sad just to write it!) Canceling or rescheduling is our last resort.


massage for workplace


What Are Your Options When Your LMT is Late?

If your massage therapist is late to your massage event, we will be working tirelessly to make things right for you. Our program mangers will work with each client to find a personalized solution that works best for our clients.

Here are some of the options we’ll be working on:

  • Therapist stays later
  • Send another therapist
  • Come back another day


OPTION 1: Therapist stays later

The easiest option in most cases is to have the massage therapist who is late to simply stay later at your office to make up the time and missed appointments. This is the simplest way to address a late therapist situation, especially if the therapist is just a few minutes behind.

If it’s not possible for the massage therapist to stay late, there are a few other options to consider.


OPTION 2: Send another therapist instead

In some cases, we can have a replacement therapist sent to your office in time for your massage event to start on time. Or they could show up just to cover the additional time missed by your original therapist.

If there’s not another therapist available to come the same day, don’t worry — you still have options.


OPTION 3: Come back another day

If a same-day fix isn’t possible for some reason, we can always come back another day to make up the time.

This is particularly easy to do if you have a regular office massage program because we can easily tack on some time for our therapists on their regular schedule.


 chair massage service at work

Avoiding No-Show Massage Therapists

Over the years, we’ve drastically improved our workplace massage process to include reminders that go out to our therapists prior to their events.

Given the number of massages we give on a weekly basis, the number of times a therapist doesn’t show up is tiny.

But when it happens, we document every detail about it so we can do whatever we can do avoid it happening again.

Related: 6 Reasons You Need Analytics for Your Office Massage Program

I’m not going to try to paint a better picture of this than it is. When you’re expecting a massage therapist to provide on site massage services at work and they’re nowhere to be found, well that just stinks.

The only thing to do is to figure out what’s going on, and what the solution is — but don’t worry, because we’ll solve those problems for you.

After putting on thousands of events and massage programs since 2010, we’ve dealt with this issue before.


Amelia Wilcox

Amelia Wilcox is the Founder and CEO of Nivati, a leader in corporate massage and employee mental health support since 2010. Her high-growth B2B company provides employee stress management tools that arm businesses with actionable data and positive employee experiences to improve wellbeing, boost morale, and increase engagement.

Amelia has exponentially grown her company from a solo living-room service business to an international technology brand.

Recently listed as a Forty Under 40, Fast 50, Inc 5000 Twice awarded National Woman-Owned Small Business of the Year

Licenses, Certifications & Memberships
Licensed Massage Therapist since 2002
Member of American Massage Therapy Association
Served on Utah Worksite Wellness Council from 2012-2015

Attended Utah College of Massage Therapy
Educated in Nutrition and Exercise Physiology at the University of Utah

Massage Magazine (AMTA's publication)