PODCAST TRANSCRIPT

Let me start with a question.

If I asked you right now, what’s the return on investment for your marketing?

Or even more importantly — what’s the return on investment for your staff and payroll?

Most clinic owners pause.

Not because they’re inexperienced — but because no one has ever taught them to look at their clinic this way.

They’ll tell me how much payroll they spend.

They’ll tell me how much they spend on ads.

They might even tell me revenue.

But when it comes to whether their people or their marketing are underperforming or outperforming industry benchmarks — most genuinely have no idea.

And without those two numbers, you’re essentially running your clinic on gut feel.

Hi everyone, and welcome back to another episode of OMD TV & the OMD Growth Podcast — the place to grow, scale, and future-proof your medical practice.

I’m your host, Huyen Truong, strategic marketing consultant for medical and healthcare clinics, author of Fully Booked and many other books published worldwide, and today we’re diving into something I’ve been observing for over 15 years, working with hundreds of medical clinics across Australia, the UK, the US, Europe, and Asia.

Today, I want to break down the two most important ROI metrics every clinic owner should know — and how high-performing clinics use them to scale predictably.

ROI Number One: Return on Payroll

Let’s start with payroll.

Payroll in medical and healthcare practices is usually your largest fixed cost.

And yet, it’s the least analysed.

The real question you should be asking is:

For every £1 or $1 I spend on payroll, how much revenue does my clinic generate?

Now, just quickly — general practice, mental health, and dental clinics operate very differently. They’re labour-heavy, volume-based, and fee-capped.

We work with procedure-led, specialist clinics — and the benchmarks here are very different.

Let’s break it down.

For a well-run aesthetic clinic — injectables, laser, skin treatments — payroll should typically sit around 25–35% of revenue.

That means for every £1 spent on payroll, you should be generating roughly £3 to £4 in revenue.

If you’re closer to £2.50 per £1 payroll in aesthetics, something is off — usually under utilisation.

Now, hair transplant clinics.

This is where we see the biggest gap between average and elite performers.

A properly structured hair transplant clinic should be generating £3.30 to £5 in revenue for every £1 spent on payroll.

High-performing clinics push even higher.

If you’re sitting under £3, that’s a warning sign — not because of pricing, but because of inefficient staffing structures.

Now let’s talk about cosmetic plastic surgery clinics.

This is one of the strongest-performing models when done well.

Payroll here often sits around 20–30%, meaning £3.50 to £5 per £1 payroll — and premium clinics can reach £6 or even £7.

But that level of performance doesn’t come from “more sales”.

It comes from:

• Good processes and systems
• Getting right people in the right seats
• Having multiple roles for a hired position if needed
• And more importantly increased productivity

Finally, ophthalmology and other specialist procedural clinics — orthopaedics, ENT, weight loss surgery clinics…

These typically land around £3.30 per £1 payroll. Still healthy — but more infrastructure-heavy and compliance-driven.

Here’s the key insight:

If you’re a specialist clinic and you’re generating less than £3 in revenue per £1 payroll, you don’t have a marketing problem.

You likely have a process, people and productivity problem.

Marketing doesn’t fix inefficiency.

It amplifies it.

ROI Number Two: Return on Marketing

Now let’s talk about marketing.

Because once payroll makes sense, the next question is:

Is my marketing actually profitable?

And this is where most clinics track the wrong metrics.

They track clicks.

They track impressions.

They track cost per lead.

But high-performing clinics track return on marketing investment.

For specialist, procedure-based clinics, a healthy overall benchmark is:

👉 £4–£8 in revenue for every £1 spent on marketing

Strong clinics sit around 5x–6x.

Elite clinics reach 7x–10x, especially when remarketing and referrals are dialled in.

If you’re under 3x, that’s not a traffic issue — it’s qualification, follow-up, or conversion. Or you are just starting out with a good marketing campaign for a year and haven’t got the time to build up the online reputation as yet.

Let’s break this down by channel.

Google Search is usually the strongest ROI channel for surgical and specialist clinics.

Hair transplant and cosmetic surgery clinics should aim for 5x–10x ROI here.

If Google isn’t profitable, it’s rarely Google’s fault — it’s keywords, landing pages, or tracking stopping at “lead” instead of “procedure”.

Meta Ads — Facebook and Instagram — play a very different role.

This is not a “book-now” channel.

It’s a trust and education channel.

Direct ROI is often 2x–4x, but when Meta is paired with remarketing and Google, blended ROI jumps to 4x–6x or more.

Clinics fail on Meta when they expect cold traffic to book surgery immediately.

Meta works when it:

• Builds trust
• Uses surgeon-led content
• Educates
• And supports the decision journey

SEO, on the other hand, is a long-term asset.

It shouldn’t be judged month to month.

But over 12–24 months, mature SEO often delivers 8x–15x+ ROI.

SEO compounds paid media — it doesn’t replace it.

And then there’s the most underused lever of all:

Remarketing.

Remarketing regularly delivers 10x–20x ROI.

Why?

Because most patients don’t book on the first visit.

Remarketing works when clinics educate, not discount — using before and afters, FAQs, surgeon videos, and decision-support content.

If you’re not remarketing, you’re paying for traffic and letting it leak.

Productivity: The Principle That Ties It All Together

There’s a point that self made billionaire Ray Dalio has made repeatedly — and it’s one of the most important principles clinic owners can understand. I left the link to his infamous video called How The Economic Machine Works by Ray Dalio so you can watch, highly recommended.

He said:

“Human productivity is the most important force in causing the world’s total wealth, power, and living standards to rise over time.”

This line captures the idea that long-term wealth and standards of living — whether for nations, organisations, or individuals — ultimately depend on increasing what people can produce per unit of input.

He describes productivity growth as a slow-moving but fundamental driver of economic prosperity, and that improving labour productivity is essential for raising living standards and wealth over time.

He says the only sustainable way to increase the wealth of:

• a nation,
• a company,
• or an individual

is to increase productivity.

Not by working harder.

Not by spending more.

Not by hiring more people or running more ads.

But by getting more output from the same inputs.

And when you think about it, that’s exactly what we’re talking about here.

Payroll ROI is a productivity metric.

It tells you how productive your team actually is.

Marketing ROI is a productivity metric.

It tells you how productive your marketing spend really is.

If you add more staff but payroll ROI goes down, you haven’t grown — you’ve diluted productivity.

If you increase ad spend but marketing ROI drops, you’re not scaling — you’re just spending faster.

High-performing clinics don’t grow by adding complexity.

They grow by improving conversion, utilisation, and efficiency.

That’s why these two numbers matter so much.

They don’t just tell you whether things are “working”.

They tell you whether your clinic is becoming more productive over time.

And productivity is what creates:

• sustainable profit
• scalability
• and long-term growth

Whether you’re running a hair transplant clinic, a cosmetic surgery practice or a specialist medical clinic — the goal is the same:

👉 More revenue, from the same people and the same marketing spend.

That’s not a marketing goal.

That’s a productivity goal.

And once clinic owners start looking at their business through that lens, decision-making becomes a lot clearer.

The Real Takeaway

The most important shift clinic owners can make is this:

Stop asking: “How many leads did we get?”

Start asking:

• Cost per booked consultation
  
• Cost per procedure
  
• Revenue per marketing channel
• ROI per marketing channel
• Revenue per £1 or $1 payroll

Because the best channel isn’t the one with the cheapest leads.

It’s the one that produces the most profitable patients.

At OMD, when we look at clinic growth, we don’t guess.

We measure.

When payroll ROI and marketing ROI are aligned, growth becomes predictable — not stressful.

And that’s when clinics stop chasing leads…and start building systems.

If you don’t know these two numbers yet — payroll ROI and marketing ROI — that’s not a problem.

That’s simply your starting point.

If you want help identifying what’s broken — and fixing it properly — reach out to us at Online Marketing For Doctors for a strategy session or simply just reply to this email.

Let’s uncover what’s holding your clinic back — and build the systems to get you into that top 1%.

Your next stage of growth doesn’t happen by chance. It happens by improving productivity — across people, processes, and marketing.

Thanks for listening. And I’ll see you in the next episode of OMD TV and Podcast show.