Marketing/Branding
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “What do you think about your website?” “What do you think about your brand?” | |||
| “My website really looks ugly” “I hate my website” | “You can get a brand-new website with our Marketing, beautiful on the front end and healthy/fully optimized on the back end.” | Broken website icon | |
| “I need a new logo” “I hate my logo” “I feel I really need a refresh on my flyers” | “When you sign up with Marketing, you have access to a full in-house Creative Team through your Marketing Manager, and much more” |
Marketing Expectations
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “What do you think about marketing overall and the return you can get from marketing?” | |||
| “I can’t afford marketing” | “Actually, working with our marketing team can help you save! We offer bundled pricing when you upgrade with us that maximizes your budget while delivering impactful results.” | 1-5% healthy marketing spend | |
| “How much can I expect from my print/press ads?” | “I’m not sure about returns of print/press ads, but our marketing team knows all about it and can definitely support you with that” |
Revenue | Volume | New Clients
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “How is the team feeling right now? Do you see a lot of pets? Is the team overwhelmed?” | |||
| “I’m seeing fewer new clients” | “Our Marketing team can help you on that front, identify opportunities to grow your client base through marketing initiatives.” | 20 new clients/fte dvm /month | |
| “My schedule feels empty” “I have so many spots not booked” “I am not at capacity” | “It sounds like you’re looking for more client traction. Our marketing team can implement strategies to help fill your schedule and grow your practice.” | ||
| “A new vet practice opened next to us” | “Competition can be tough, but our marketing managers have proven strategies to help you stand out and minimize the impact on your business.” | ||
| “I feel like I’m losing a lot of clients” | “You may be facing an issue with retention. Why don’t you connect with our Marketing team to see what solution they can offer so that you can retain your clients?” |
Costs | COGS | Pricing
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “How are you feeling about your pricing strategy?” | |||
| “I don’t know if I have healthy margins” “What should my mark-ups be on x/y/z?” | “Our analytics team can help you assess your margins, pricing, and markups using industry benchmarks, so you have the data you need to make informed decisions.” | “The goal is to improve EBITDA every year.” “You should increase your prices by at least the same percent of your cost increase, every year.” | |
| “I need to give raises to my team” | “Our team in Analytics can run a payroll analysis for you and help you with any raises or payroll adjustments” | ||
| “I can’t afford more x/y/z” “Can I afford x/y/z?” “Should I hire another doctor?” | “Do you know your current budget for x/y/z? Have you done a budget? Our Analytics Managers can analyze this for you and guide you through benchmarks” |
Valuation | Selling My Practice
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “What does the future hold for you?” “What is your goal in 5 years?” | |||
| “I want to sell my practice in x years” | “Our analytics team can help you optimize your operations and financials to maximize your practice’s value before selling.” | “The optimal timeframe is for the Analytics team to start working with you 2 years ahead of the sale date” | |
| “I want to increase the value of my business, but I’m not sure where to focus” | “Our analytics managers can identify key areas for improvement that will increase your practice’s value and help you implement a strategic plan.” |
Comparison | Insights
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “How do you feel x/y/z compares to national averages?” | “What are the benchmarks for x/y/z?” (Ratios)”How many of x do I need for y?” “How should I be staffed and scheduled?” | “Our Analytics department can provide you with precise insights and benchmarks, and work with you where we see potential areas of improvement” |
Compliance
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “Do you have an overall strategy for compliance?” “Do you track ratios? Wellness panels vs. exams?” “Do you compare doctor data?” | “I wonder how Dr. A compares to Dr. B in terms of x/y/z.” “Do I have more opportunity for improving compliance on x/y/z?” | “That’s something our analytics team can analyze for you. We can help identify areas of improvement and ensure your team is performing in an optimal way.” |
High Turnover & Staffing Struggles
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “How is the team feeling?” “Do you have a stable staff that you can rely on?” | “We’re constantly short-staffed.” “I can’t seem to find or keep good employees.” “We’ve had a lot of turnover lately.” | “We specialize in reducing turnover by improving the employee experience from start to finish. Our HR team can help you with hiring, onboarding, and retention strategies like staff engagement surveys and action plans, stay/exit interviews and retention bonuses to keep your team stable.” | Tools: Employer of Choice Scorecard |
Compliance & Legal Concerns
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “Do you have a policy on that…?” [can be used for whatever challenges they are facing] “When was the last time your handbook was reviewed or updated?” | “I’m not sure if our handbook is up to date.” “An employee just went on leave—what do I need to do?” “I don’t know the rules about pregnancy accommodations or sick leave.” | “Our HR team stays on top of employment laws, so you don’t have to. We can review your handbook, ensure compliance with OSHA, FMLA, and ADA, and guide you through tricky situations like employee leave or legal updates.” | Tools: handbook assessment, handbook creation, safety manual creation |
Training & Team Development
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “How do you feel your team / your manager / your front desk is doing in meeting your expectations?” “What kind of training do you provide to your team?” “Have you identified common themes in the negative reviews?” “How do you implement the things we discuss?” “How do you think your clients see you?” | |||
| “Our team isn’t performing at the level we need.” “I feel I am not getting as many new clients as I should.” | “HR can provide communication and phone skills training to help converting more new clients.” | Tools: webinars, training templates | |
| “I need my practice manager to take on more responsibility.” “I need the owner to be more present.” “We’re struggling to develop strong leaders in the hospital.” “Our front desk isn’t performing at the level we need.” | “HR can provide leadership training and help you develop clear career paths for your team. Whether you need to strengthen your managers, create training programs, or refine roles, we can support your practice’s growth.” | ||
| “I feel I am not getting as many new clients as I should.” | “HR can provide communication and phone skills training to help converting more new clients.” | ||
| “I am getting a lot of negative reviews.” | “Our HR team can help assess where these reviews are coming from, understanding the main reasons, and work on training for the team to optimize customer experience.” |
Leadership & Culture Challenges
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| “You had a great month / bad month, how did that feel for your team?” “What keeps you up at night?” “How do you think team morale is?” | “Our team seems burned out.” “We have communication issues that never really go away.” “Morale feels low, and I don’t know how to fix it.” | “We can help diagnose culture and leadership challenges and provide actionable solutions. Whether it’s burnout prevention, conflict resolution, or improving communication, our HR team can guide you through strategies that create a healthier workplace.” | Tools: Employee Engagement survey |
Bookkeeping
| exploration | client | solution | extra/bonus |
|---|---|---|---|
| For Analytics manager- “Can you send me your P&L/ledger?” For all- “Do you have a budget?” In Q1s: “Have you closed last year’s books?” “Does the marketing spend match your revenue? What you see in your books?” “Just out of curiosity, is Dr. X (owner) handling the books personally?” “How is the business doing? Is it where you want it to be?” | |||
| “We need to hire a new doctor because of capacity.” | “We’ve seen owners free up significant time by outsourcing bookkeeping, allowing them to focus on expanding their team and practice.” | ||
| “Bookkeeping is taking too much time” | “You’re not alone—many practice owners feel the same. Our bookkeeping services can take this burden off your team, ensuring everything is accurate and up to date.” | Getting time back, professional and personal – clock? | |
| “Bookkeeping is done by multiple people, when they have time, split between the PM and/or the owner” | “That can be tricky to manage and keep consistent. Would you like to see how a dedicated bookkeeping team could streamline this process for you?” | ||
| “I don’t know if I have the budget for x/y/z.” “I don’t know where are spending money.” “I don’t understand why my bank account fluctuates so much.” | “Do you have your books prepped on a monthly basis to assess the budget you can allocate to different areas?” | AAHA Charts of Accounts | |
| “We are too busy for bookkeeping, my books from last year are not even closed.” “My tax return isn’t done.” | “That’s totally understandable—it’s easy for bookkeeping to fall behind when running a busy practice. Do you think we can help you with our bookkeeping services?” | IRS Logo | |
| “My books are a mess” | “That’s more common than you’d think! Having clean financials is key to making smart business decisions. Would you be interested if I tell you more about our bookkeeping services?” | AAHA Charts of Accounts | |
| Owner – “I don’t trust anyone else with this info.” PM – “I can’t get access to this info.” | “Our bookkeeping department works directly with all other departments. We keep that info confidential, and we only keep/share the info only when approved and appropriate.” |