I have been in business for over 5 years and practicing massage for over 7 years.  My specialty has always been deep tissue work.  I built a clientele in only 3 years and have been a full time therapist since I started practicing (having never had another job or need for one)  I have just started hiring more therapists in my spa and feel like nothing ever goes the right way.  Today I had a client complain about my massage.  The massage was a deep tissue, and originally on the schedule with my newest therapist who has been practicing only one month at the spa, but due to a scheduling conflict was changed around.  What we didn't know was his daughter had just seen our new therapist and sent him in on a referral. Neither of the clients had ever been to see me before. There was no note in the appointment showing that it was a special request so the appointment was moved (obviously our staff's first mistake we identified)  When I greeted him and took him back he didn't say anything about having requested a specific provider but I did note that he was giving me some strange looks.  I asked a few basic questions about pressure and his occupation and then let him relax in peace(less than 5 minutes).  Trouble was his phone went off every 10 minutes or so leading him to make a comment about it each time.  He also fell asleep 2 or 3 times and was snoring.    The complaint was as follows (from his wife who called in a few hours later)  The therapist talked to much, didn't do a deep enough pressure and wasn't the therapist that was requested during the phone call.  During the massage I asked about pressure and when deeper pressure was applied, he told me it was too hard, so I gave slight adjustments to it and asked again to be sure that it was right, told yes.  I realize that you cannot please everyone but just looking for feedback on what you would have done given this situation.