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Knowing Your Customer
For Lisa Sayegh, RN, MT, owner of Massage Matters in
Bethesda, Maryland, the client’s personal experience is
her self-evaluation. She believes that it’s crucial to provide
a safe, healing environment for every current and
prospective customer who walks into her spa.
“My intention,” says Sayegh, “is to make the healing
begin from the initial contact with all clients. And
I make it a point to follow up with clients to see how
they responded to my work. The feedback they provide
helps me to evaluate my approach. I find tremendous
satisfaction knowing I made a difference in someone’s
life, which really makes all the difference to me.”
Wallace echoes Sayegh on the importance of being in
touch with the customer’s healing needs. She says that
her mission is to provide client-focused
services with outstanding customer
service.
“We take a moderately detailed intake with our clients before their
first session to understand their health history, current treatments
with other providers, occupations and activities and their goals for
treatment,” says Wallace. “Our intake before follow-up sessions
checks in on progress and the effects of the prior session.”
 Wallace and her staff keep detailed treatment notes on each session,
and are often in touch with a client’s other health care providers to ensure
treatment plans are aligned for the benefit of the client.
Wallace maintains that the strengths of independent practices
are excellent and predictable customer experience, the personal touch
that is possible thanks to the strong provider-client relationship, low employee
turnover, and the knowledge that the owner can resolve issues on
a case-by-case basis. “We don’t have the cushion to lose customers. Each
and every one is important to our livelihood,” she says.
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American Massage Therapy Association®
