Client reactivation for veterinary practices · done for you

Your dormant clients, worked back.

Every client who hasn't been in for 6–18 months gets a personal, three-email sequence — sent from your practice's own inbox. You don't write anything, send anything, or manage anything. You get the replies, the bookings, and a report of what came back.

Book a 15-minute numbers call See how the sprint works

$1,200 flat · one 30-day sprint · no subscription

  • Email only — never SMS
  • Your first-party list — we never buy data
  • CAN-SPAM compliant, every send
  • sent from the clinic's real inbox, not a marketing platform
  • plain text, front-desk voice — no newsletter template
  • the CTA is their own booking link
  • replies land at the front desk — we triage daily
Illustrative copy — every sequence is written for the practice, and you approve it before anything sends.

Why now

Visits have fallen four years straight.
Your clients didn't disappear — they lapsed.

US veterinary visits, year-over-year change1

0% 2022 −3.5% 2023 −1.4% 2024 −2.6% 2025 −3.1%
Vetsource practice datasets, 6,451–6,574 US practices.1

≈2×

Patients lapsed 14–18 months have nearly doubled compared with pre-2022.1

+48%

Average time between visits has stretched by almost half.1

81%

Of veterinarians report growing client price sensitivity — while front desks stay buried in staffing, not marketing.2

Every one of those lapsed clients left an email address in your booking system. Last month, sitting untouched, that list earned your practice $0.

The honest comparison

The win-back button is probably already installed.
When was it last pressed?

PetDesk, Weave, Otto and most practice software ship some form of lapsed-client feature. That's not the gap. The gap is that they run as unattended software defaults — or don't run at all: the best-known one ships turned off and sends a single generic email at the 18-month mark, to app users only.3 A reactivation program isn't a feature. It's work — and somebody has to do it.

The button you already have3 A Homeward sprint
Default state Often ships turned off; activated by support ticket Operated for you, start to finish
When it fires 18–24 months after the last visit — after the client has moved on The 6–18 month window, while you're still “their vet”
What goes out One generic template email Three personal touches in your practice's voice, over ~4 weeks
Who it reaches App users, or clients who accepted an app invite Your full PIMS client list — cleaned, opt-outs honored
Replies Land wherever; nobody's assigned Triaged to your front desk within one business day
What you learn A dashboard nobody opens A weekly pulse while it runs, then a Day-30 report: replies, bookings, recovered revenue at your average invoice

The sprint, day by day

Thirty days. About 45 minutes of your team's time. Everything else is ours.

  1. Days 0–3

    Export & hygiene

    Your team exports the client list from your PIMS — every system can, we send the two-minute instructions. We validate every address, drop dead domains, and build the suppression list from any historical opt-outs. Nothing toxic goes out under your name.

  2. Days 3–5

    Segment the quiet middle

    We isolate everyone 6–18 months since their last visit — recent enough to still think of you as their vet, long enough that the next visit isn't going to book itself.

  3. Week 1

    Write, in your voice — you approve

    A three-touch sequence built on the visits that actually recur: annual exams, vaccines, dental, senior care, seasonal. Front-desk tone, plain text, the pet's name — never “Dear pet parent.” Nothing sends until you've signed off.

  4. Weeks 1–4

    Send as you, from your inbox

    A send-only connection to your Google Workspace or Microsoft 365 (OAuth — we can send as the practice, we can never read your mail). Throttled volumes, your physical address in every footer, working unsubscribe on every email, opt-outs suppressed permanently.

  5. Through Day 30

    Replies handled, results reported

    Replies land in your real inbox, monitored and flagged for your team — triaged to your front desk within one business day, nothing sits. Every Friday you get a three-line pulse: replies, bookings, opt-outs — so you're never left wondering. On Day 30 you get the recovery report: replies, appointments, reactivated clients, and revenue recovered — priced at your own average invoice, not an industry guess.

No projected ROI, no invented LTV

We won't do your math for you.
Here's a napkin — use your own numbers.

Marketing vendors love “projected lifetime value.” We only use numbers we can defend, so this calculator has exactly two inputs — and both are yours.

Your PIMS knows this number. A typical GP export lands between 300 and 1,500.

Example values shown — replace them with yours.

$0

what that list earned you last month, untouched

  • If 10 come back (1.7% of your list)$1,800
  • If 25 come back (4.2% of your list)$4,500
  • If 50 come back (8.3% of your list)$9,000

The sprint costs $1,200 flat. At your ticket size it breaks even at 7 returned clients.

We're deliberately not promising a response rate. This is your ticket size times a number you can gut-check yourself.

One package, one price, no scoping calls

Start with the sprint. Earn the subscription.

Start here

Reactivation Sprint

$1,200one-time · ~30 days

One full pass over your dormant list, run end to end. It has a beginning, an end, and a report — you'll know exactly what came back before you commit to anything monthly.

  • List export guidance, hygiene & suppression build
  • 6–18 month dormancy segmentation
  • Three-touch sequence in your voice — approved by you
  • Sent from your own inbox (send-only OAuth, throttled)
  • Replies monitored and flagged for your team — triaged < 1 business day
  • Weekly pulse while it runs: replies, bookings, opt-outs
  • Day-30 recovery report at your average invoice
Book the numbers call

After your sprint — not before

Reactivation Autopilot

$400/month

Once the sprint report proves the motion on your list, the window stays worked continuously instead of in batches.

  • Every client crossing 6 months dormant enters the sequence automatically
  • One curated monthly touch to actives who are cooling off
  • Replies monitored and flagged for your team, ongoing
  • Permanent hygiene, suppression & sending-health care
  • Monthly report: reactivated clients, bookings, recovered revenue

We don't sell this first. If the sprint doesn't earn it, we don't ask for it.

What we guarantee

Execution, in writing: a cleaned list, three touches sent on schedule, every reply monitored and triaged inside one business day, a pulse every Friday, report delivered Day 30. We do not guarantee revenue — nobody honest can. What we can show you is the measured result on your own list.

What we never do

  • No SMS. Texting lapsed clients without prior written consent is a TCPA problem. Everything we send is email.
  • No bought lists. Only the first-party list your practice already owns.
  • No new-client acquisition. No ads, no SEO, no website work — one job, done well.
  • No medical advice content. Practice communication — reminders and reconnection — never clinical guidance.

Not every list qualifies

We turn down lists we can't help.

The sprint has entry gates. If your practice doesn't clear them, we'll tell you on the call — not sell you anyway.

  • 300+

    emails in the 6–18 month window. Under that, a $1,200 sprint doesn't pay for itself — and we'll say so.

  • Live

    online booking. The emails point to it — if clients can't book in two clicks, the sequence leaks.

  • < 3 yrs

    since the list was last touched. Lists cold for 3+ years hurt your sending reputation more than they return. We decline them.

  • 1 number

    your average invoice. It's how the report prices what came back — your math, not a benchmark.

Fair questions

Asked by every practice owner. Good.

Doesn't my PetDesk / Weave / Otto already do this?

It has the button. The honest question is who pressed it last. The best-known lapsed-client feature ships turned off, sends one generic email at the 18-month mark, and only reaches clients on the app.3 We work the 6–18 month window, across your full PIMS list, with a personal multi-touch sequence and someone watching the replies. Your Day-30 report shows you what that difference returns — on your list, not a case study.

There are cheaper automated tools that say they do the same thing.

There are — and for some practices software is the right call. What you're buying here isn't a feature; it's the operation of it: content curated to your practice, your voice, your inbox, replies handled by a person, and a report of what actually came back. The sprint is one-time, with an end date. You'll know what your list returns before you commit a single recurring dollar — which is exactly the opposite of how tools are sold.

Do you guarantee results?

We guarantee execution — hygiene, three touches, reply triage under one business day, report on Day 30 — and we put it in writing. We don't guarantee revenue, because nobody honest can. What we can tell you: the sector has declined four straight years,1 and your dormant list currently generates exactly $0.

You send from our inbox? What can you see?

We connect through a send-only OAuth grant (Gmail gmail.send / Microsoft Mail.Send). Technically, that scope allows sending as the practice and nothing else — we cannot read your mail, your calendar, or your files, and you can revoke the grant in one click at any time. Sending from your real inbox is also why the emails land and get answered: they're from you, not from a marketing platform.

Is emailing lapsed clients even legal?

Yes. These are your own clients who gave your practice their email — first-party data, commercial email governed by CAN-SPAM. Every send carries your practice's physical address and a working unsubscribe; opt-outs are suppressed permanently and honored well inside the legal 10-day window. What wouldn't be compliant is texting them without prior written consent — which is why we don't send SMS at all.

Why not text? Texts get read more.

Read more, yes — and regulated far more. Under the TCPA, marketing texts require prior express written consent; “they used to be a client” doesn't qualify, and carrier filtering plus per-message statutory damages make it a bad risk to take with your practice's name. Email to your own clients, done properly, is the clean channel. So that's the one we use.

What happens to our client data afterward?

Your list stays yours. We hold it only to run the engagement, we never sell, share, or reuse it, and on request we delete our working copy after the sprint — keeping only the suppression list (opt-outs), which we're required to honor on any future work.

How much work is this for my team, really?

About 45 minutes across the month: a PIMS export (we send the exact clicks for your system), one OAuth approval, your average invoice, and a yes/no on the sequence draft. From there, your front desk just books the appointments that come in.

Find out what's sitting in your list.

Fifteen minutes: your dormant-client count, your average invoice, and whether the sprint clears the math. If it doesn't, we'll tell you that too.

Book the 15-minute call

or write to hello@homeward.vet

Sources

Every number on this page is either cited below or computed from inputs you provide. Vendor-reported figures are labeled as such.

  1. Vetsource practice data, across three Vetsource-authored publications: “Upon Final Analysis,” Today's Veterinary Business (Apr 2023) — visits −3.5% in 2022; “lapsed patients (no transaction within the past 14 to 18 months) nearly doubled” vs. 2021; “Behavior shift” white paper (2025) — 6,574 US practices, average time between visits +48%; “Turning trends into opportunities” white paper (2026) — 6,451 US practices, visits −1.4% (2023), −2.6% (2024), −3.1% (2025). ↩
  2. American Veterinary Medical Association (AVMA), “Veterinarians report increasing price sensitivity, decreasing visits” — 81% of surveyed veterinarians report clients more sensitive to costs (Brakke Consulting annual Survey of Practicing Veterinarians); VHMA practice-management surveys on front-desk workload. ↩
  3. PetDesk support documentation (Zendesk): “Lost Client Finder Email Communication” — enabled by request through Product Support, sends a single automated email at 18 months of inactivity, and reaches app users or clients who received the app signup email. Comparable activation-by-request and 18–24-month thresholds documented for other major platforms. ↩
  4. Partners for Healthy Pets / Vetstreet win-back program (“Inactive Client Program”), 1,612 enrolled practices (2015–2017): average ~128 inactive clients recovered per practice in 6 months, ~$20K average, 8.5% response — reported via AVMA/JAVMA coverage, 2017. Program since discontinued. ↩
  5. PetDesk support documentation — vendor-reported claim: 24% of clients who received Lost Client Finder communication scheduled appointments within a year. ↩
  6. Otto (formerly TeleVet) product materials — vendor-reported “Money Recouped” figure of ~$240 per recovered client on lapsed-client automations. ↩