Creating Lifetime Clients

presented by Felicia Brown

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Many massage professionals focus the bulk of their marketing efforts on getting new clients. While reaching new people is an important and ongoing part of every business, it is up to five times more expensive than gaining repeat business. Additionally, building long-term relationships with your clients improves not only overall profitability but also increases customer satisfaction/trust, improves treatment results and heightens career satisfaction for practitioners. This course will teach you why lifetime clients are vital to your business along with specific strategies for finding or making room for clients who are suited specifically to your passions and talents.

Meet Your Instructor

  • Felicia Brown, LMBT

    Felicia Brown, LMBT

    Felicia Brown, LMBT is the owner of Spalutions!, (www.spalutions.com) a firm that provides business and marketing coaching and education for massage, spa, and wellness professionals. Felicia is passionate about inspiring others with her practice by sharing her knowledge and experiences. This practice of “cooperative competition” has been a cornerstone of Felicia's career ever since she became a massage therapist in 1994. She continues to apply this way of thinking in her coaching, writing, and teaching. With appearances at many state, national and international conferences for the massage, spa, and wellness industries, Felicia has become a sought-after speaker and educator. She is the author of Free & Easy Ways to Promote Your Massage, Spa & Wellness Business: Volume 1 and Reflections of My Heart: A Poetic Journey of Love, Life, Heartbreak and Healing. She is also a contributing author to several other books. Additionally, Felicia has written for numerous trade publications including Les Nouvelles Esthetique & Spa, DAYSPA, Spa Magazine, Skin, Inc., Massage Therapy Journal, Massage Magazine, Massage & Bodywork, Spa Management Journal, Spa Business and Dermascope. She is also a practicing massage therapist, Certified Guerrilla Marketing Coach and NCBTMB/FL Approved Provider. Over her career, Felicia has won numerous awards for her business skills and accomplishments including 2005 Small Business Person of the Year from the Greensboro Chamber of Commerce. Other awards include 2011 Volunteer of the Year (American Massage Conference); 2009 Spa Person of the Year (Day Spa Association); Top Entrepreneurs of 2009 and Top 25 Movers & Shakers of 2008 by Business Leader Magazine, 2007 National Volunteer Committee of the Year (American Massage Therapy Association), 2004 Women in Business (The Business Journal), 2003 Forty Leaders Under Forty (The Business Journal), 2003 Best Places to Work (The Business Journal), and 2005 Best Spa in Greensboro (Triad Style). As one who loves to educate others, Felicia also hosts the Pre-Conference Broadcast Series on One Concept Radio where she interviews various massage, chiropractic and wellness speakers and educators. She is also a member of the editorial advisory board for DAYSPA Magazine. Felicia makes her home in Greensboro, North Carolina. In her spare time, Felicia is a casually competitive tri-athlete and also enjoys yoga, reading, cooking, travel, and spa/travel adventures of most any sort.

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Chapters & Learning Objectives

  1. Why Lifetime Clients?

    1. Why Lifetime Clients?

    This chapter introduces the participant to the importance of retaining clients and establishes the important ways that retaining clients can actually grow a business faster and more cost effectively than by only finding new clients.

  2. Tapping your Passion

    2. Tapping your Passion

    This chapter emphasizes the importance of understanding your passions as a therapist, and how these passions can be leveraged to help identify ideal clients.

  3. Defining Your Ideal Clients

    3. Defining Your Ideal Clients

    This chapter will provide the participant with tools to define ideal clients among various groups and types of clients seen on a regular basis.

  4. Finding Ideal Clients

    4. Finding Ideal Clients

    This chapter provides the participant with strategies for finding ideal clients, once the participant has defined who ideal clients are in their case.

  5. Firing Non-Ideal Clients

    5. Firing Non-Ideal Clients

    This chapter provides specific strategies for understanding the qualities of non-ideal clients, as well as strategies for "firing" clients.

Completion Requirements

If approved for CE credit in your discipline and state, a minimum score of 70% is required for OT/OTA, Nurse, LTCA, and RT. A minimum score of 80% is required for SW. No minimum score is required for other disciplines unless otherwise specified within the course.