Why Can’t I get in for an Appointment?

No Appointment Available

It is Monday morning and you realize that you have that huge presentation on Thursday that has been sucking the life out of you, or you remembered your wife’s birthday is this weekend and you still don’t have a gift for her.  You think to yourself, “I should call Kneaded Relief and make an appointment for this week.”  You meant to book an appointment weeks earlier but then life got in the way and you totally forgot.
At Kneaded Relief we understand all too well how frustrating it can be when you call for an appointment the same week and can’t get in. Heck, sometimes it’s several days, weeks, or months depending on your therapist and service needs. “Can they really be this booked?  Can’t they just squeeze me in?” you wonder. We know you don’t necessarily see what goes on behind the scenes, so we thought we’d give you a peek “behind the curtain”!
Our team arrives to work 30 minutes before their first scheduled appointment. Ten minutes before our appointments begin we have a mini-meeting called a “huddle”. The purpose of our huddle is to allow our team members to review daily goals, communicate strategies and promotions and develop their plan of action for the day in general. Then it’s time for the fun to begin.
Believe it or not, it takes a lot to orchestrate a typical day in the spa. Our guest services team is busy answering phones, booking appointments and taking care of you and their therapist team while our therapists are making you feel wonderful.  On average per day we have 12 therapists working.  We are open 7 days a week and most days from 9:00am-8:00pm or 9:00pm with an average service being 60 minutes of time.  If you think about it, that’s a lot of clients!  About 50% of our clients pre-book their appointments, which means they book their next appointment before they leave the spa.  If you can believe it, we have clients who are booked out for the rest of 2017!

prebook your appointment
Prebook Your Appointment

As you can see, that leaves us with very limited availability. In order to accommodate as many clients as possible, we “book tight” leaving little to no room between appointments. Most gaps are only 15 minutes.  It might also help you understand why we ask our clients if they need to cancel for 48 hours notice.  We can sometimes have a line of clients on our pending list and those openings are few and far between.  The more notice we have the better off we are at getting someone else in.  This is also the reasoning behind why we have to charge you for an appointment when you do no-show or late cancel.
So while our Guest Service Representatives are highly skilled at moving and manipulating books, the truth is there’s no benefit for both you and your beloved therapist to try to squeeze you in last minute.  For the investment you’re making, you owe it to yourself to have a time scheduled that is most conducive to your schedule.  Our front desk and therapists will do everything imaginable to get you in. They might suggest other services that could benefit you that you might have not thought about.  Or they might suggest a hydrotherapy service that has more flexibility to it since there is no service provider.
In the end though, the best option if you don’t have a schedule that’s as flexible as you’d like is to set up your next appointment with our Guest Service team during your visit to the spa.  This guarantees you have your pick of time and day. We would rather be at the mercy of your schedule, instead of the other way around.  We want to keep you relaxed and happy, and if you do have a time that arises that just couldn’t be planned for and we don’t have something available, we do have gift certificates available instantly online or sent to you in a gold box with ribbon if ordered over the phone.
We hope this provides you with a little insight into the Kneaded Relief workings, and provides you with some solutions to getting in for an appointment within the time frames you have available.

Dana Neal – Spa Manager and Group Fitness Instructor

Should I get Naked?

Do I go Naked?
Do I go Naked?

It has happened!  You walk in for your spa appointment and the woman at the Guest Service Desk asks, “Would you care to change into a robe today?”.  You immediately think, “um, well what does that mean?.”  The Guest Service Rep then explains that you can change into a robe or change in and out of your clothes within the treatment room when the therapist has stepped out.  You end up choosing the robe and head to the locker room and then panic sets in.  You think to yourself, “Am I suppose to get naked?”, “Should I leave on my bra, underwear?”, “What about my socks?”.  You think about the message keeping or taking off your clothes will send to the therapist.  You think about whether you shaved your armpits, legs, toes (yes sometimes people worry about their toes).  You think about laying on a table NAKED!  Well I am here to help you make a decision that feels appropriate for you and to provide you with some much needed information on the services and the providers to help ease your thoughts.

First and foremost, during any service you receive at Kneaded Relief, our professional staff is trained to properly drape you.  Nothing will show that shouldn’t be shown.  Your privacy is well respected at all times.

Secondly, regardless of the service (except for waxing), the therapist is paying no attention to whether or not an armpit, leg, toe or anything else has been shaved or waxed.  With or without hair the therapist is able to perform the service.

Third, if you are requesting in a massage service for an area to be worked on, the therapist can and will work around a clothing item; however without it there the therapist does not have to make the adjustment for the clothing being on the body.  So if you feel comfier having it on, keep it on, but if you take it off then the therapist will be able to work a bit more seamlessly without it.

Next, because we always appropriately drape the body, the therapist does not care if you leave on or take off your underwear.  They aren’t judging your style of undergarments or lack there of.  They are there to provide a service that helps your wellness.

When it comes to hydrotherapy services, all of our hydrotherapy units are private.  Swimsuits are then a personal option but not a necessity.  Also, all of our hydrotherapy units are cleaned and sterilized between each use.

Finally, as a client, you should feel comfortable during a service and not thinking the entire time about whether or not you should be wearing your undergarments.  So do whatever will allow you to relax the most.  There is nothing worse then spending your hard earned money on a service and instead of focusing in on the experience you find your mind circulating on the fact that you kept your socks on.

My hope now is for every guest who walks through our door to field the robe question with much more confidence.  And if you still are unsure, ask your therapist or a guest service member what is the main focus areas in that type of service you are receiving (i.e. back and shoulders in a 30 minute massage, or face and neck in a facial) and they can let you know what will most likely be exposed and then you can make a quick shift if necessary.

Hurts so Good. So Much More to Massage than Deep Tissue.

Before I became part of the Wellness industry and was surrounded by Massage Therapists, I had one very strong opinion about massage.  I felt that in order for a massage to be beneficial to me it had to hurt.  I assumed (and we know what assuming gets you) that if I had knots and pain and discomfort the only way it was going to be better was for a Massage Therapist to press hard on those knots and rub hard on those knots until they dissipated.  And though it would hurt, I would come away being better off then when I started.  Well, 13 years later I have realized how wrong my opinion was, and not only that, but I realized just how many people agreed with that mentality.

The biggest thing that I have realized over my 13 years is that there are a variety of therapeutic massage techniques, some of which do not include firm pressure.  Let’s use Manual Lymphatic Drainage as an example.  MLD is a gentle massage that encourages the natural drainage of the lymph (which carries waste products away from the tissues).  It helps remove swelling in areas that cause you discomfort.  At no point in a MLD massage are you screaming “mommy”.

Relaxation Massage

So where did the thought process come from that in order to get rid of chronic tension patterns, you had to have a Deep Tissue Massage?  Well my best guess, and where I made my conclusion from was the infamous media.  At one point or another I think all of us have watched a person (usually a very “manly” man) on T.V. lie on a massage table with a small massage therapist over him making him yelp in pain because his arm is twisted behind him and she is jabbing her elbow into his shoulder blade while standing on his back.  That type of massage makes good T.V..  A massage where a very light pressure is being used doesn’t do much for the audience.  Only recently have we been able to visualize other types of massage due to reality television.

After having that mentality for so long it then becomes a question of what you personally are looking for when you come in to get a massage.  My best suggestion is to be open with the person on the phone of the areas you are concerned about and then being open again with your massage therapist.  Each therapist is trained in a variety of techniques to help you feel better.  It might not be a technique you are familiar with, but if you tell your therapist that you have chronic pain in your shoulder blades then during that service they are going to do everything they can to help your chronic pain in your shoulder blades.  What you might actually find is that a therapist in that situation might work your pecs more than your shoulders….WHAT?? WHY??.  Well when you sit at desks, type on computers, or are repetitively hunched forward your pecs become increasingly tight and in turn they pull your shoulder blades forward, which in turn makes your shoulder blade area hurt.  So your assumption might be that you need work on your shoulder blades, preferably some trigger point release, but what you will find is that swedish techniques on your pecs gives you longer lasting results.

After reading this my plea to everyone is that you go into a massage with an open mind, that you speak openly about your concerns, pain, tension, etc., and that following a massage you reassess how you feel and not how you felt during the service.  If you concentrate solely on what you feel “should” be happening throughout you might miss what actually happened.

~ Dana Neal – Spa Manager