Online Reviews and Testimonials

presented by Felicia Brown

Accreditation Check:

Social media users are both active consumers and creators of business reviews. In fact, studies show that more than 70% of buying decisions are informed by online reviews, expanding the need for businesses to be proactive in getting online reviews from their customers. With more than two-thirds of purchases influenced by online reviews, massage therapists must look closely at how they deal with online feedback from clients. Moreover, massage professionals need to be proactive in cultivating ongoing feedback and testimonials from their clients using a variety of methods such as client surveys, comment cards, and face to face conversations. The feedback received from all of these sources can contribute greatly towards improving and growing any business or practice.

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 Reviews Matter

    1. Why Reviews Matter

    This chapter introduces the importance of following and engaging with online reviews to grow massage therapy practices.

  2. Common Review Sites

    2. Common Review Sites

    This course will provide an introduction to key sites that massage therapists should be aware of, and use to actively engage clients and potential clients.

  3. Creating Professional Profiles

    3. Creating Professional Profiles

    This chapter provides tools for creating professional profiles on social media and other relevant sites to grow your professional footprint online.

  4. Cultivating and Sharing Positive Reviews and Testimonials

    4. Cultivating and Sharing Positive Reviews and Testimonials

    This chapter provides strategies for dealing with negative reviews, including strategies for reaching out to frustrated customers and improving your practice based on negative reviews.

  5. Dealing with Negative Reviews

    5. Dealing with Negative Reviews

    This chapter will provide strategies for the participant to actively use review sites and other resources to spread positive reviews, obtain testimonials, and proactively grow an online presence.