What We Promise You:

• We Care: We care more about your marketing than any other company you could work with. As the only veterinary marketing company founded by a practicing DVM, our highest mission is to support the success of your practice and the industry as a whole.
• We Empower Your Team: We promise to provide education and tools that empower you and your team and grow your knowledge and skills.
• We Are Transparent: We will always tell you what we’re doing, why we’re doing it, and how your marketing is performing. We’ll make this available through regular reports as well as 24x7 access to our Analytics Dashboard. If we don’t know the answer to your question, we’ll communicate that and will work to find the answer for you.
• We Will Never Go Into Business Against You: Sadly we’ve seen many companies - from telemedicine to online pharmacies - offer to “help” DVMs while scooping up their data and ultimately competing against them. We are here 100% for the best interest of quality, veterinarian-owned practices and pet owners, and always will be.
• We Are Continuously Improving: In digital marketing, the only constant is change. So our team works constantly to bring the latest proven strategies to you. In a fast-changing environment, mistakes can happen – but we promise to take ownership of any error we make, and correct it as quickly as possible. We also commit to providing an inclusive and welcoming environment for all our team members and client partners, who come from many diverse backgrounds.
   

What We Ask of You:

• Include all your stakeholders. There are often multiple people with an interest in the practice brand and marketing, usually including the owner and practice manager. We ask that anyone who will be judging the final product be included throughout the process, so we can hear their input and ensure everyone is happy with the outcome.
• Take ownership of your role.The best results occur when our clients “lean in”. We handle 80% of the heavy lifting, but the 20% we need from your team – such as reviewing and approving content, engaging on social media and responding to reviews – are critical to our mutual success.
• Treat us as your partners and assume good intentions. The GeniusVets team are experienced professionals, many with 10+ years of marketing and/or veterinary industry experience. So let's keep in mind that everyone has your success as their goal, and work through any differences in a professional manner that supports our partnership.
• Ask for clarification anytime. It can sometimes seem like we're "speaking different languages", because many aspects of high-end digital marketing will be new to you. If you find something confusing, don’t let it pass by, please ask for clarification.
• Be transparent with us. Please share your successes while being up-front about anything you feel isn’t working, so we can find a solution together. Speak up right away – we have a defined process to resolve any concerns you may have. Please understand we can’t fix an issue we don’t know about, and as a basic matter of business fairness, we cannot allow a client to terminate their contract with us based on something they feel we’ve done wrong, if we were never told about it or given a chance to address the problem. This is covered in more detail in your contract under Termination. If you have a major concern, you can always email [email protected] and you will get an immediate answer from our CEO who will personally look into the matter. Also, because our clients are the best practices in the industry, they are frequently targeted by our competitors with aggressive sales calls, deceptive claims, and “to good to be true” offers. Please do us the courtesy that if you are being solicited by a competitor, let us know what’s being claimed and offered, so we can help you evaluate your options.
• Trust the evidence. We’re the only evidence-based marketing company in the industry. We recommend approaches that have proven to work in many practices already. So if a particular idea sounds different from what you've done before, please give it a chance.
   

If You Have a Success Coach:

That’s great – our Success Coaches are experts in making sure you get the best results with our program.

• Utilize your coach! You can ask him or her any questions you may have about how to use the platform, how to better connect with your local community, or any other marketing support you may need.
• Engage with your monthly meetings and reporting. Please ensure the practice owner as well as the manager and any marketing staff are able to attend your monthly meeting. Please be on time and prepared for these meetings, so we can deliver the maximum value to you. Your coach will bring the latest information on your performance. They’ll also want to hear how business is going. Bring as much information as you can about new patient numbers, revenue, new promotions you’re considering, and any changes in the practice or the community that we need to be aware of.

If You Are a Self-Paced Client:

If you’ve chosen to self-pace rather than working with a coach, that’s a great option as well, and many practices have been successful with this approach. A few key things to keep in mind:

• Your results will depend on your own effort level. We provide all the tools, strategies, and content you need, but we are not there to ensure accountability. Like a gym membership, you can get great results if you show up and do the work. If you find you need more support and accountability, please consider our Coached model.
• Study our content. In our blogs and Knowledgebase you have everything you need to know to be successful. Take advantage of these valuable resources.
• Our Help Desk is here to help you utilize our system. Our Help Desk manager and her team are truly top-notch, with long experience in veterinary marketing. They’re there to help you with any questions about our products. But please understand they are there to provide product support, not strategy – if you need help with strategy please consider our Coached model.