The last one probably didn’t fail on the work
It failed because you emailed about something in March and heard back in April. Or because you found out in month seven that a thing you assumed was running had never been turned on.
Nobody puts that on their website, so here’s ours.
You stop making these calls alone
You don’t call your accountant only when you want a return filed. You call when you’re thinking about a second location and want to know whether the numbers work.
Same here. Somebody sends you an offer for a directory listing, or a rep tells you about a program, or you’re wondering whether a second office makes sense. You send it to me and you get a straight answer, whether or not there’s anything in it for us.
That’s the part that isn’t on an invoice, and it’s most of the value.
You won’t be handed to somebody who doesn’t know you
When you reach out, you reach a member of our team who already knows your practice. Not a support tier, not a ticket number, not a person reading your account history for the first time while you wait.
I still answer client email. That’s not a policy, it’s just true, and it’s one of the things you should check with whoever referred you.
What you can expect
- Email and change requests get answered within one business day.
- Usually much faster, often the same hour, but one business day is the number I’m willing to put in writing.
- What we don’t do is promise you can reach somebody at any hour.
- You could find a company that says that. It won’t be true, and you’ll find out when it matters.
- Meetings are a different thing. My calendar is open to clients and you can book any time that’s on it, with two days notice.
- The notice isn’t a gatekeeper. It’s so that when we sit down I’ve already looked at your account and I’m not reading it to you.
- And for the one problem that’s genuinely urgent, we’re usually ahead of you.
- We monitor your site’s uptime, so if it goes down on a Saturday, we generally know before you do.
How this starts
Ten to fifteen business days from signing to running.
We get access to what already exists, we look at what’s running before changing anything, and we tell you what we found, including the parts that are working fine and should be left alone.
Then we agree on what happens first. Not everything at once. Practices who try to change five things in month one can’t tell which one worked, and neither can we.
What this needs from your side
This works when somebody at the practice owns it. Usually the owner, sometimes an office manager with real authority. It doesn’t have to be much time. It has to be somebody.
Tell us when things change.
A provider leaves, hours change, a location moves, you start carrying a new manufacturer. We can’t see any of that from here, and a website that lists somebody who left in March is worse than no website.
Work the leads.
We can get somebody to raise their hand at nine on a Sunday. Somebody at your practice still has to call them back on Monday, and how fast that happens matters more than anything we do.
Read the monthly report.
It’s short on purpose, and it asks you a question. If it goes unopened for six months we’re both wasting money.
Tell us when you’re unhappy.
Early, while it’s a small thing. The relationships that end badly are almost never the ones where somebody complained in month two.
Who decides what
Your brand, your services, your voice, your priorities, what you want in front of patients. Yours, and we don’t argue.
What we’ve measured about what books appointments. Ours, and sometimes I’ll tell you no.
That second one is worth understanding before you start. If you saw something at a conference or on a competitor’s site and you want it, I’ll show you what the measurement says. Sometimes the answer is that we should try it. Often it isn’t, and I’m going to say so plainly rather than take the money and do it.
If that sounds like a company that’s going to be difficult, you’re reading it right, and it’s better to know now.
A machine does the work. A person keeps the veto.
We use automation heavily and I’m not going to be coy about it. What matters is where it stops.
When something answers your phone after hours, it collects everything and hands it to your scheduling team. It does not put anything on your calendar. A person confirms every appointment.
When you text us a change to your website, routine things get made straight away and you get told when they’re ready to look at. If you don’t like it, you say put it back, and it goes back. Nothing is final until you’ve seen it.
And anything that means building a new page goes to a person. Not because the system couldn’t generate one, but because a page that has to convert isn’t a fill-in-the-blank job.
That’s the line, and it doesn’t move. Fast where being fast costs you nothing. Human wherever a mistake would be yours to live with.
We’ll get something wrong
Something will be missed, or a change will go out with an error in it, or a number will be off in a report.
When it happens, you’ll hear it from us with what went wrong and what we did about it. Not a version that makes us look better.
For anything that takes your site down, the monitoring usually tells us first and we’re already on it. For everything else, one business day, same as anything.
I’d rather hand you a slightly embarrassing explanation than have you find out later that you got a polished one.
If you want to leave
Your content, your brand, your domain, your listings, your patient data, your ad account and its history. Yours, and they leave with you.
There’s a real cost to leaving anyway, and I’d rather say it than let you find it. You lose the person who knows why things are set up the way they are, and some of what we built runs on our platform and doesn’t transfer as a codebase.
What we don’t do is hold your data, rent you your own records, or make leaving punitive. No exit fee, no hostage negotiation.
When this is a bad fit
If you want to approve every message before it goes out, this will frustrate you. The system works because a lot of it runs without a meeting.
If you need to hear from somebody weekly to feel like things are happening, we’re going to disappoint you. The report is monthly, the work is continuous, and the silence in between is not neglect.
If the plan is to try this for ninety days and see, say so now and I’ll tell you honestly whether ninety days is long enough to judge it. Usually it isn’t, and starting something on a clock that short tends to produce exactly the result that justifies the clock.
The rest of it is a conversation
Everything above is what I’d tell you on a call anyway. Putting it here means you can decide whether to have the call.