Dealing with clients who misunderstand an offer or policy takes preparation and practice. A normal first reaction is to bite the bullet, making it clear you’re not happy about it, or to flat out tell the client, “No,” and then deal with the fallout. Either way you feel crummy and walk around in a general [...]

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Twenty five years ago there was really only one well-known massage studio in town. They had about eight regular MTs and a long list of Rules. That list was the angriest looking piece of paper I had ever seen. It had all the things this studio was not and did not do. Of course they [...]

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