Massage Book Customer Service — Expert Guide for Therapists and Clinics

Core principles and SLA targets every massage business should adopt

Customer service for a massage practice is both an operational discipline and a marketing channel. Set service-level agreements (SLAs) for inbound customer contact: initial response for same‑day booking requests under 60 minutes, routine email inquiries answered within 24 hours, and voice/mail messages returned within one business day. These concrete targets reduce booking abandonment and increase retained revenue — clinics that hit a 1‑hour response target typically convert 10–25% more inquiries into appointments than those averaging 24‑hour responses.

Quantify satisfaction goals: aim for a Customer Satisfaction (CSAT) score ≥90% and a Net Promoter Score (NPS) above +40 within the first year of disciplined service improvements. Track and publish a monthly dashboard that includes daily bookings, cancellation rate, no‑show rate, average response time, and refund incidence. Making these metrics visible to staff (weekly huddles, digital dashboards) drives accountability and continuous improvement.

Booking confirmations, reminders, deposits and cancellation policy

Automate confirmations and reminders to reduce no‑shows. Best practice: send an immediate confirmation (email + SMS) at booking, a 48‑hour reminder, and a 2‑hour pre‑appointment SMS. Keep SMS copy concise: e.g., “Reminder: Massage with Alex on Tue 9/16 at 2:00 PM. Reply C to confirm or 1 to reschedule.” Studies across appointment‑based services show two reminders cut no‑show rates by roughly 30–50% versus a single reminder.

Adopt a clear deposit and cancellation policy: require 25–50% deposit for first-time clients or bookings over $150, or a credit card guarantee for all appointments. Typical cancellation windows are 24–48 hours; outside that window, charge 50–100% of the session value for late cancellations/no‑shows. Example pricing context: if your 60‑minute session is $95, a 50% late‑cancellation fee is $47.50. Display the policy on booking pages, confirmation emails, and in the FAQ to reduce disputes.

Key performance indicators and operational checklist

• Response time: initial contact ≤ 60 minutes for same‑day; ≤ 24 hours for routine email.
• CSAT: target ≥ 90% (survey after appointment via one or two questions).
• No‑show rate: aim ≤ 8%; industry average ranges 10–25% depending on market and reminders.
• Cancellation fee conversion: enforce on ≥ 80% of late cancellations (documented policy).
• Prepaid/deposit ratio: 20–50% of bookings prepaid to reduce no‑shows and chargebacks.

Handling refunds, disputes and chargebacks

Write a clear refund policy: full refunds within 24 hours of booking, prorated refunds for cancellations beyond the window, and documented incident refunds handled case‑by‑case. If you accept payments via integrated processors, expect refunds to appear in client accounts within 3–10 business days depending on the payment gateway. Keep refund approvals documented (ticket number, staff initials, date) to minimize disputes.

Chargebacks are costly: typical card‑present dispute win rates drop if no clear cancellation policy or no proof of service. Maintain video, electronic intake forms, or client sign‑offs when appropriate (especially for course or package sales) and log proof of completed service (signed SOAP note, therapist initials). If chargeback rate exceeds 0.5% of transactions, renegotiate payment processor fees or invest in stronger verification tactics.

Scripts, templates and customer touchpoints that convert

• New client email (send immediately): “Welcome, [Name]. Your appointment is confirmed for [Date/Time]. Please arrive 10 minutes early to complete intake. Address: 123 Wellness Way, Suite 200, Austin, TX 78701 (example). Questions? Call (555) 010‑2020 (example).”
• 48‑hour SMS reminder: “Reminder: [Therapist] on [Date] at [Time]. Reply Y to confirm or R to reschedule. Cancellation policy: 24hr window; late fee applies.”
• Post‑appointment CSAT request (1–2 days after): “Thanks for visiting. Rate your experience 1–5. Reply 5 for excellent.” Include link to booking site review page (e.g., https://yourpractice.example.com/reviews).

Training staff, QA and continuous improvement

Invest in role‑based training: front‑desk staff need 6–12 hours of initial training on booking software workflows, cancellation enforcement, and conflict de‑escalation. Therapists should have a 2‑hour orientation covering intake documentation and refund policy to ensure consistent messaging. Re‑certify staff quarterly with a 30‑minute coach session and one recorded call or simulated interaction reviewed for quality assurance.

Monitor performance via random QA sampling: review 5–10 customer interactions per employee per month, score them on a 10‑point rubric (greeting, policy clarity, empathy, resolution steps). Use monthly trends to update scripts, adjust SLA targets, or change automated messaging cadence. Small iterative changes—like moving the first reminder from 72 to 48 hours—can reduce late cancellations by measurable percentages.

Tools, integrations and cost considerations

Select booking and CRM platforms that integrate payment processing, SMS, and calendar sync. Common choices include MassageBook (https://www.massagebook.com), Mindbody (https://www.mindbodyonline.com), and Square Appointments (https://squareup.com). Expect standalone scheduling platforms to cost $10–$50 per user/month; full practice management suites range $50–$200/month depending on features like automated SMS, HIPAA compliance, and integrated marketing.

Budget for transaction and messaging fees: typical card processing is ~2.9% + $0.30 per transaction, while SMS reminders run $0.01–$0.05 per message depending on volume and carrier. For a clinic with 1,000 appointments/month, SMS can add $10–$50/month; payment fees will scale with revenue. Factor these costs into pricing or deposit strategy to protect margins while delivering excellent customer service.

How do I contact MassageBook customer service?

Phone: 843-352-2026. Email: [email protected]. Live Chat: Select Ask MassageBook at the bottom of any page in your professional account.

How do I cancel my MassageBook subscription?

To cancel your plan:

1. Navigate to your Business tab.
2. Select Settings.
3. Select Plans and Billing.
4. Choose Cancel Paid Plan.
5. Select Confirm Change.

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Focus On Clients Preferences
Massage therapy is all about customer service. Sessions should be catered to the needs and preferences of the clients, and it’s your job to learn what those are.

Can I get a refund through MassageBook support?

Transactions paid by Cash, Check or Store Credit can be refunded by Cash, Check or Store Credit. Transactions paid with multiple credit cards cannot be refunded within MassageBook. Please contact [email protected] for assistance with the refund.