Most practices sit on client data they never open. Here's the revenue left behind.

Can a practice actually grow revenue without adding appointment slots or new clients?

The plain answer: yes, if you query the data you already own

Practices gather extensive client and patient information but fail to examine it, according to Today's Veterinary Business. When asked how practices miss opportunities with their data, Rhonda Bell, CVPM and founder of Dog Days Consulting, says, "They're simply not looking at it." The publication reports that "most veterinarians would rather treat patients than focus on the business side of their practice, but not paying attention to your data can seriously damage your bottom line."

The revenue is already diagnosed. A practice's PIMS holds lists of patients overdue for dental cleanings, lapsed on wellness protocols, or due for senior bloodwork. The work is pre-sold, the client relationship exists, the patient needs the care. What's missing is the query that turns the database into a recall list and the recall list into a booked appointment.

According to the article, "practices using data-driven marketing report 35% higher return on investment versus intuition-based" approaches. The gap isn't technology. The gap is that no one runs the reports monthly, or at all.

The caveat: segmentation and frequency, or you're just sending more noise

Pulling an overdue list is step one. What separates practices that actually fill the schedule from practices that send one generic postcard and wonder why no one responds is segmentation and communication frequency.

Today's Veterinary Business reports that "a new puppy owner has different needs than someone caring for a senior cat, so your communication shouldn't look the same," and that "dog and cat owners behave differently, prioritize different concerns, and respond to different messaging." The publication explains that "by segmenting your audience, you can move beyond generic reminders and deliver messaging that feels relevant, timely, and helpful to drive compliance, according to Eric Garcia, IT expert and digital marketer."

Garcia says, "A strong communication strategy should deliver nine to 12 touchpoints a year, layered across reminders, education, and follow-ups." The source reports that practices often under-communicate with clients, wrongly assuming a few reminders will be enough, but that "in reality, effective communication requires consistency and variety."

According to the article, "this approach helps the practice stay visible and relevant in a pet owner's decision-making process" and "shifts communication from simple reminders to something more impactful, guiding, educating, and reengaging clients consistently." The publication notes that "when frequency is combined with personalization and data-driven targeting, communication can be one of the most powerful drivers of patient visits and long-term retention."

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What to do given both: the metrics that matter and the queries to run monthly

Today's Veterinary Business reports that "focusing on a few key performance indicators can provide a clearer picture of practice health and uncover opportunities for growth." Here's what to track and what to query:

Net patient growth, not just new clients. According to the publication, "many practices rely on new patient numbers to gauge success, but this only tells part of the story. A more meaningful metric is net patient growth, which includes new clients as well as those retained after accounting for attrition. In many practices, this number trends quietly negative, signaling a gradual decline in the active patient base that can go unnoticed without regular tracking. Monitoring this metric monthly provides a more accurate understanding of whether your practice is truly growing or simply replacing lost clients." Garcia explains, "Tracking net patient change monthly gives you a far more honest view of practice health than new client numbers alone."

Client retention rate. The source reports that low retention undermines marketing efforts, because "if clients aren't returning, resources spent attracting new clients are simply offsetting attrition rather than driving actual growth." The source recommends asking how many clients visited once and never returned, and how many active clients from two years ago are still active today.

Where patients fall on the care continuum. According to the article, practices should regularly evaluate how many patients are current on wellness protocols, how many are overdue for routine care, and how many have lapsed entirely. The publication notes that "understanding where your patients fall along the care continuum is critical."

Lapsed patients as a reengagement opportunity. Today's Veterinary Business reports that lapsed patients offer significant growth potential because "these clients represent a built-in audience who already know your practice, making them far more likely to return than entirely new clients." The article explains that "reengaging these clients requires a deliberate, persistent approach" and that "rather than a single reminder, successful practices implement ongoing outreach strategies that reconnect, educate, and motivate action." Garcia says discounts and incentives are typically unnecessary, and that "practices that lead with education alone consistently bring clients back."

"Utilizing your data allows you to build a stronger relationship with your clients. It allows you to have a conversation about the client's pet as opposed to speaking generically. It's you and the client talking about their pet. That's the relationship and connection. That's authenticity.", Rhonda Bell, CVPM

The person receiving the service, not just the patient record

The article reports that "effective communication isn't only about how often you reach out" but that "you must also understand the person receiving the information." Cheyanne Lovan, a veterinary social media consultant, emphasizes, "It's important to take the data you have and connect it to the person who's actually receiving the service."

According to Today's Veterinary Business, "she gives the example of an elderly cat owner who has arthritis" and says that "instead of prescribing a medication she likely won't be able to administer, Lovan recommends taking a little extra time to figure out another more feasible treatment or inquiring if the owner has someone who can help her with the recommended treatment." Lovan says, "That's overall going to provide a better customer experience."

The data tells you the cat is overdue. The conversation with the human tells you whether the recommended protocol will actually happen. Both matter.

The vendor-access risk most practices don't track

According to the publication, "there is a growing trend where vendors assume they need access to large portions, if not all, of the data inside the PIMS," and "that access is often granted without a clear understanding of how the data will be used once it leaves the system." Some vendors extract far more data than their stated purpose requires.

The article reports that "to their credit, some leaders in the space have started to push back and place tighter controls on what can be accessed," which "is a step in the right direction, but it is still on the practice to validate what is happening."

Clint Latham, JD, notes, "Under laws such as the California Consumer Privacy Act, businesses are required to limit vendor sharing and manage vendor risk. This means having contracts in place that clearly define how client data can be used and prohibit secondary use." If a vendor has a breach, the practice could still be on the hook, he warns. You are still responsible for that data.

The same PIMS data that can fill your schedule can also create liability if a third party mishandles it. Know what's leaving your system and under what terms.

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