Our goal is to always provide the best service to our clients. As a part of that, we’re constantly evaluating our service models to make sure that you’re getting the most out of it. It’s been 10 years since we started offering massages with no pricing changes, and based on feedback from many of you, it was time to enhance our massage services to better serve our clients.
In preparation for these upcoming changes, our Massage and Wellness team wanted to give you all the details and give you the opportunity to ask questions and express any concerns. We've put together answers to a list of our most-anticipated questions:
When does all this go into effect? We will begin to sell the monthly massage memberships starting on February 1, 2020, though once we make the transition you can sign up for the membership at any time. Our single session massage prices will also adjust beginning February 1st.
What’s the membership? Will there be a term commitment? There will be two options for our new monthly membership. The first is one massage per month with a discount of 10% off our standard massage pricing for additional massages booked in that month. The other option is for two massages per month at a lower rate than the one-time-per-month membership, and you get 15% off our standard massage pricing for any additional massages booked in that month. We offer our memberships to reflect the duration of the massage you already typically schedule. We ask for a 3-month commitment on all massage contracts and a 30-day advanced notice for any terminations or suspensions.
Can I change my Membership Tier within my 3-month commitment period? Since the memberships will automatically have a 3-month commitment period, we will be unable to make changes to the membership until the 3-month period has been fulfilled. However, you will be able to change your membership Tier between renewals as long as you notify our office team at least one week prior to your renewal date.
Will you still offer the 5 and 10-session massage packages? Instead of the multi-session pricing options, we are encouraging clients to take advantage of the monthly membership we will be offering. With the expiration dates that were associated with those multi-session packages it worked out to average close to one massage a month anyway and this allows for greater consistency in your treatment sessions.
Will the massages I already have on my account still be valid? Of course! If you have a multi-session package or other unused single-session massages on your account they will remain valid with the pre-existing expiration date on those massages.
Will I be required to do the membership in order to get massages? Not at all. You will still have the ability to pay for massages on a per-session basis, although we encourage you to consider the membership for the benefits you’ll get from it.
Will there be a roll-over policy for unused monthly massages? Yes, any unused monthly massages will roll over into the next month for up to 3 months.
Will I have the ability to suspend my membership if necessary? We understand that certain situations arise that may require you to have to suspend your membership for a period of time. We will be more than happy to accommodate these on a situational basis. To request suspension of your membership, please submit your request to our Director of Massage & Wellness, Erynne Hill, at firstname.lastname@example.org.
Does this mean that you won’t have July/December specials after this year? We determine what specials we offer on an annual basis, so not necessarily. That said, the new membership model was designed to provide similar value to what these specials offer but also encourages more consistency so you not only get the most value, but you’re truly feeling your best over time.
We hope to make this transition as smooth and easy as possible for our clients, so please do not hesitate to let us know if you have any feedback regarding the upcoming changes. More importantly, we hope that you see the value in our new memberships and take full advantage of it to further enhance your health and wellness. Thank you for allowing us to continue to serve you and we look forward to hearing your feedback!