While en route to Maryland for my working weekend, I received a voicemail from someone in Charlottesville on business looking for a session on short notice or, at the very least, advice. He acknowledged it was late and a long shot that I might be available, but he was in a lot of pain. When I had the opportunity, I called him back and left a voicemail indicating I wasn't available to work because I was on the road and couldn't offer suggestions sight unseen. Since I got his voicemail, perhaps he'd found another Massage Therapist who could see him, but he could call back if he wished.
Not too long after that, the gentleman did call back and explained enough about his leg pain that my initial concern of deep vein thrombosis (a major contraindication to massage) seemed far less likely, though I still mentioned it as a possibility not to be taken lightly. As an MT, I can't diagnose or prescribe treatment, but when someone calls and is in pain, if there's a common sense suggestion I can make I'm happy to do so. Because gentle stretching is often effective and certainly not likely to cause problems, I suggested he try a stretch, which he did while still on the phone and said made an immediate difference.
I don't know his personal situation, but presume he's had deep tissue massage before since he thought that was what he needed. It had not occurred to him to stretch, which reinforces my personal belief that basic care and maintenance of the human body would be an infinitely useful subject to offer in primary education. There are so many things most people don't realize they can easily do to feel better.
I was able to pass on a couple of phone numbers for massage therapists I trust who (as far as I knew) wouldn't also be out of town for the weekend and figured that was the end of it.
He surprised me by thanking me for calling him back when I was on the way out of town and offering a suggestions that he found helpful. He said while here he grew to appreciate the Charlottesville community and indicated he would not have imagined a return call from someone unable to book a session. My simple suggestion of a stretch was also something he said was (I forget his exact wording) above and beyond, and he would tell the people he works with about me the next day. Because I was in the car (using a handsfree device - if you don't have one, please consider the small cost of one compared to a car accident) I didn't think to ask where he found my phone number or where he was from.
When, exactly, did common courtesy become superior customer service? From my perspective, I returned a phone call. That's hardly something of note, especially for a small business owner responding to a potential client. For him, I did something special. I don't know what that says about me, about his expectations, or about the way the personal touch has been removed from so many aspects of our lives. Perhaps the most important point to all of this is the reminder that it's often the small things we do for others that mean the world to them.
