American Massage Therapy Association (AMTA) Practice Test

What is the best course of action for a massage therapist when a client cancels an appointment due to a family emergency on short notice?

1. Politely accept the cancellation and do not reschedule

2. Suggest the client bring her husband in for massage therapy next week

3. Politely inform the client she will have to pay a cancellation fee

4. Politely remind the client that she will have to pay a cancellation fee

The correct answer is: Politely remind the client that she will have to pay a cancellation fee

When a client cancels an appointment due to a family emergency on short notice, maintaining professionalism and empathy is paramount. In this scenario, reminding the client about the cancellation fee is appropriate because it is important to uphold the policies that protect the business while also recognizing the unusual circumstances the client may be facing. This course of action balances the need for the therapist to manage their scheduling and income while still being respectful of the client's situation. By politely informing the client of the cancellation policy, the therapist reinforces the importance of this policy, which often exists to mitigate the impact of last-minute cancellations on business operations. In such situations, offering to reschedule shows understanding and keeps the line of communication open, which helps maintain a positive client relationship. This action does not ignore the client's concerns or the nature of their cancellation, as it addresses the necessary policy without seeming callous or overly rigid.