Purposeful Support with a Personal Touch
How a Virtual Assistant Helps a Wellness Professional Regain Time, Structure, and Peace of Mind
Susan Mathason is a Licensed Massage Therapist (LMT) and wellness professional specializing in CranioSacral Therapy. Known for her deeply focused and personalized client work, she has built a thriving solo practice that depends on consistency and care in every detail. But as her client base grew, managing scheduling, communications, and client intake became increasingly complex. As her practice grew and life became more complicated at home, Susan knew she needed help keeping her clients supported and additional space to care for herself and her family. That’s when she turned to Freedom Makers.
“I love my work doing CranioSacral Therapy, spending my days in a calm and quiet space, supporting clients’ healing processes. It’s a privilege to help others in this way. But…I really don’t love the hours spent on the computer or the phone, especially at the end of a long day with clients. A friend told me that I should hire a virtual assistant. After working alone for many years, I wasn’t sure that this was for me. A few months later, I needed to schedule a CranioSacral Therapy appointment for myself, but when I reached out to my therapist, I received a callback from her new office manager. She was professional, compassionate, and very helpful. It was only a month later that I found out that, no, she wasn’t sitting at the front desk. She was a virtual assistant! My therapist couldn’t stop talking about how great her assistant was, so I called her assistant to learn more about what she did. Her assistant explained that she worked for Freedom Makers. When I learned of their mission to support military spouses and veterans, I was sold! My life is SO much better now!”
The Challenge:
Susan’s work is deeply client-facing, but behind the scenes, tasks like inbox management, scheduling, and lead processing were becoming a major time strain. The daily burden of replying to emails, confirming appointments, and keeping systems up to date left her with little time or energy for anything else.
Additionally, Susan is visually impaired, and found many online email platform tools difficult to navigate without clear formatting and structure. She needed someone who could think ahead, work independently, and accommodate her accessibility needs with compassion and consistency.
The Solution:
After a thoughtful selection process, Susan selected Kristin, an Air Force-affiliated Freedom Maker with a strong background in administrative systems, purchasing, digital communication, and scheduling. Kristin got to work right away, starting with the essentials. Her efforts included:
- Migrating Susan’s systems from Outlook to Google Workspace
- Customizing email formatting and communication templates for visual clarity
- Managing and streamlining Susan’s calendar scheduling and client interactions
- Sending appointment reminders and responding to incoming leads
- Updating onboarding forms and supporting CRM management
- Creating reusable templates to save time
Kristin’s thoughtfulness, responsiveness, and clarity made an immediate impact. Her structured approach and dependable presence gave Susan the confidence to start stepping back from day-to-day admin.
Susan told us,
“I have peace of mind that my clients are being cared for, even if my own life is chaotic. I also have found time for myself again.”
Impact:
In just the first weeks of working together, Kristin helped coordinate five new client consultations, all of which resulted in booked sessions. Since then, their collaboration has only deepened and expanded.
Kristin’s ongoing contributions include:
- Consistent, accessible communication for both Susan and her clients
- Ongoing calendar and scheduling support
- Managing lead intake and client tracking
- Supporting website updates by learning and working within Wix
- Creating a sales tracker so Susan knows exactly where she stands each month
- Preparing to fully manage client onboarding and file migration
As a result, Susan’s practice continues to thrive, even while her personal life remains demanding. She’s able to spend that signature quality time with clients and take breaks to care for her family without the stress of wondering if her business will fall behind.
Evolving Support:
What began as a focus on email and scheduling has grown into a full-spectrum operational support relationship. Even though Kristin clocks less than 10 hours per month, she also helps Susan track payments, manage documentation, and lay the groundwork for working with a bookkeeper when needed. This kind of flexible, fluid support is giving Susan more clarity and control over both her business and personal finances, which Kristin helps keep separate.
Susan also takes comfort in knowing that Kristin is not alone. Like all Freedom Makers, Kristin gets support from the FMVS community. It’s another reason she feels so confident referring FMVS to others.
Recently, Susan reflected, “Kristin is a lifeline. She’s helped me find time for myself, support my clients with consistency, and run my business with more clarity than ever before.”
Getting Started with a
Freedom Maker
1.
Discovery
We learn about your business and your goals and help you craft a unique opportunity description before we send it out to our community of Freedom Makers.
2.
Selections
We identify potential matches based on skills, personality fit, and experience. You'll meet up to four "finalists" who have expressed interest in your opportunity. The final choice is yours!
3.
Onboarding & Kick Off
You are onboarded into our system and we host a Kick Off Call where we help you and your Freedom Maker build your task roadmap, categorize your priorities, and set clear expectations.
