In this episode of 'The Scaling Therapy Practice', host James Marland is joined by Lisa Mustard, Dawn Gabriel, and Steve Bisson to discuss 'word of mouth' marketing in therapy practices. The panel discusses the value of maintaining a good reputation in the community and offers methods of dealing with customer complaints, such as the use of the HEART method. They also talk about the power of networks, both professional and personal, in marketing therapy services. Other topics covered include handling negative reviews, the importance of authenticity, and how to take intentional actions toward sustainable business growth.

Get the show notes here and the episode download of The HEART Method of responding to complaints. 

00:11 Introduction and Welcoming Guests
00:34 Discussion on Marketing Therapy Services
00:44 Tool of the Week: Dealing with Customer Complaints
01:30 Introduction to the Heart Method
01:44 Panel Discussion on Handling Customer Complaints
03:04 Practical Application of the Heart Method
05:36 Transition to Main Topic: Word-of-Mouth Marketing
05:48 Understanding Word of Mouth Marketing
07:19 Panel Discussion on Generating Word of Mouth
09:21 Benefits of Networking and Community Involvement
14:20 Creating and Leveraging Professional Networks
22:12 Community Events as a Marketing Strategy
22:39 Engaging in Local Events for Brand Awareness
23:30 Volunteering and Giving Back to the Community
24:06 Aligning with Causes that Resonate with You
24:36 Promoting Your Brand at Public Events
25:28 Learning from Failed Marketing Attempts
26:02 The Power of T-Shirt Marketing
26:24 The Importance of Supporting Causes You Believe In
27:20 Teaching and Sharing Expertise in the Community
28:43 The Impact of Word of Mouth and Networking
30:46 Dealing with Negative Reviews and Feedback
31:20 Handling Negative Word of Mouth
33:48 The Importance of Networking and Building Connections
36:41 The Power of Positive Reviews and Support from Friends
38:18 Final Thoughts and Takeaways