Her shoulders have been locked up since a bad week at work. She opens Google, taps the top three results for “massage near me”, and looks for the same things every time: recent photos, a rating, hours that show open tomorrow, and whether anyone has posted lately. Yours has a photo of the reception desk from the year you opened.
The unfair part is that your therapists are genuinely better. People who come once tend to rebook. But the whole advantage only exists after someone walks in, and the walking-in is decided on a phone screen where you look dormant.
So the calendar fills unevenly. Saturdays are solid and Tuesday afternoons are empty, and empty rooms are the one thing you can never sell later — that hour is simply gone, along with the rent and the therapist you scheduled.
Then a franchise opens eight minutes away with a membership offer and a marketing budget, and the new-client flow you were relying on quietly moves to them.