As a massage and bodywork therapist, professionalism is one of your most valuable assets. A single complaint—whether based on a misunderstanding or a legitimate concern—can put your license, career, and livelihood at risk.
Good business practices and proactive policies can greatly reduce the likelihood of client complaints, allegations of misconduct, and disciplinary action by the North Carolina Board of Massage and Bodywork Therapy (NCBMBT). Here are some strategies for serving your clients while protecting your professional reputation.
Because most massage therapy modalities involve close physical contact, it’s critical to establish clear expectations and maintain firm boundaries.
Obtain documented informed consent before performing any work, and make sure the client understands the treatment they’ll be receiving. Be mindful that the client is in a vulnerable position that can make it easier to misinterpret ambiguous words or gestures.
In situations where the client behaves inappropriately, document the incident and take the necessary steps to prevent future incidents, like refusing future appointments.
If you receive notice of a complaint from the NCBMBT (or expect to following a negative client interaction) involving an attorney early on will maximize your options for a good defense.
Board complaints can feel overwhelming, but be advised that they’re time-sensitive — ignoring them will only make your situation worse. Contact an attorney experienced in defending professional licenses as soon as you become aware of an issue and use their knowledge to formulate a strategic response to the board’s allegations.
The NCBMBT has strict licensing requirements and ethical standards that all massage and bodywork therapists must follow. Failing to comply can lead to disciplinary action, even without a client complaint.
Keep up with continuing education requirements and stay informed of any changes to state regulations, and you’ll avoid the stress and expense of disciplinary action.
Social media is a powerful advertising tool, but misleading claims, inappropriate content, or unprofessional social media interactions can quickly lead to trouble.
It’s a good idea to separate your professional and personal social media accounts and avoid engaging with clients in ways that could blur ethical lines. Ensure that your online presence accurately represents your qualifications and services, and avoid promising medical results outside of your scope of practice.
If you are ever confronted with a complaint, good documentation can be a lifesaver. Thorough recordkeeping helps demonstrate your professionalism and can serve as evidence if needed.
Collect session notes, including the services provided, client concerns, and proof of informed consent, and store these records securely in compliance with privacy standards.
The occasional dissatisfied client is an inevitability, even for the most skilled therapist. A calm, professional demeanor can often keep misaligned expectations from escalating into a full-blown conflict.
If you feel the issue can be resolved by adjusting certain aspects of the client’s treatment plan, listen fully and then offer solutions. If the disagreement isn’t something you can reasonably resolve or feels personal in nature, it may be best to refer that client elsewhere. Regardless, make sure to document the interaction in detail in case you need to refer back to what was discussed and what resolutions were suggested.
With the right mix of professional courtesy, proactive policies, and strategic thinking, you can protect your reputation while continuing to build up your business.
