This is actually a very interesting dynamic.
I personally get a massage from this masseur named Wandi almost every week, and I haven't changed because he consistently does an incredible job and provides a great service.
And this isn't unique to spas. You see the same thing with barbers, hairdressers, personal trainers, nail technicians, tattoo artists, and pretty much any service business where you interact with the same person repeatedly.
Over time, the relationship between the customer and the employee becomes incredibly valuable. They know your preferences, understand what you like, and you've built a level of trust with them.
That's why these businesses can have a weird retention problem. The customer may be loyal to the person providing the service rather than the business itself.
It's actually very similar to B2B Sales.
If a salesperson leaves a company after spending years building relationships with customers and prospects, a lot of that relationship can leave with them.
The business might own the brand, the location, and the customer database, but the employee can own a huge part of the actual relationship.
That's what makes employee retention so important in relationship-driven businesses.
Also, before anyone asks, me and Wandi are strictly professional.
This was my most viewed short of the year.