Professionalism is Much More than a Wonderful Massage.
My experience with Bodyworks Professionals in Saratoga Springs is relatively new, although I have had a relationship with my massage therapist (Mary) for close to ten years. During the pandemic, she switched from being a solo practitioner to working for this bodywork business. We had a really good relationship overall, with some bumps along the way (like she increased her rates by $30 when she joined Bodyworks and did not tell me until I asked on the day of my massage), but her massages were always excellent; it was a very nourishing experience overall.
That suddenly changed after this last massage. I had texted her before my massage about what I thought were positive changes in Covid protocols at her job in relationship to the new, more contagious BA5 variant and asked about ventilation/filtration. She was always collaborative and responsive to my concerns within the session and was on that day by opening the window to create ventilation. I had thought that people were now required to wear masks in the hallways but was shocked when I saw three different people after my massage (including the owner and a person behind the reception desk), not wearing masks. My massage therapist had also forgotten to put her mask back on when she came in after my massage (she remembered after a bit, but this was not the first time this had happened). I had a wonderful massage but then was very upset afterwards by what had occurred. Not what you want to experience when getting a massage.
I texted my massage therapist that I was upset and wondered to her if I was mistaken about the changes in Covid protocols. She responded: "I sent your text to the owner Nick. He will be sending a reply." I thanked her. She texted me the next day and offered to come to my house in the future if that would be easier. I thanked her for the idea but wanted to hear back from Nick first. I waited a week and told her that I had not heard from Nick and was really disappointed. I asked when I would hear from him and that I would prefer he called me. She replied, "I am not responsible for other people. There's nothing I can do." I thought that was a very odd response and not very professional. I responded that I was not asking her to be responsible for him but asking if he would be contacting me since she said he would be. I also said that this was a "normal question to ask of a practitioner when they work for someone in practice like this, especially when it involves issues around safety and the care of clients."
She responded later that day and said that she was ending our therapeutic relationship, that it was no longer a "healthy healing connection." She told me I "needed to find a therapist who works in a building that meets your Covid standards. Bodyworks cannot provide that." I was SHOCKED and taken aback by her lack of caring, and lack of responsiveness and professionalism. It felt retaliatory. I had not communicated my "standards" to her. I had said I was upset and described my concerns since the BA5 was so contagious. This is NOT how you answer questions and concerns and handle a negative experience at a business around Covid protocols. My massage therapist lacked professionalism in her treatment of me, and it's clear her boss, Nick, did NOT set a good example. I used to consult practitioners and business owners on professionalism and public relations and this is NOT HOW YOU HANDLE these types of situations. This therapist sabotaged an almost decades-long relationship with me, because she lacked proper training on how to address what happened. She should have called me, and he should have as well, because there is always the potential for miscommunication through text. I was unclear about the Covid protocols, had some concerns based on the recent research, and had an upsetting experience at the practice. A business owner should always seek to speak to a client when this happens. I do not know Nick and have never spoken with him about his business Covid protocols.
I CANNOT recommend Bodywork "Professionals," because they do not create a healthy and healing environment for clients when something really important and problematic occurs. The is especially troubling because it involves Covid protocols. They were seriously disrespectful and uncaring towards me. The owner, Nick, is most to blame in this situation for his lack of leadership as a business owner and manager. I deserved better as a person and as a client from both Mary and Nick. If business owners and employees do not conduct themselves professionally, they cannot truly call themselves a professional. A great massage is NOT enough.
New comment: His recent response to this post is inadequate & patronizing.
P.S. : You might also notice that it says on Yelp that masks are required at this business. Bodyworks Professionals' website has confusing and different descriptions of their mask/Covid policies depending on where you look. read more
