Correspondence/ Client Appreciation Office Management

Introduction Corresponding via the client in the form of letters may be necessary for a variety of reasons. Style and type of correspondence is dependent on the situation that is being addressed.

Welcome Letters/ Welcome Kits Use this opportunity to develop a rapport with the client. Address any commonly asked questions. Include any additional information that may have not been addressed at the appointment. “Kits” are something to give client. They sometimes will see that they are getting something back from visit. Often this will initiate a return visit.

Informational Letters May be used to inform clients about special promotions or changes in clinic policy. Good idea if a drastic change is occurring at clinic to help keep from later incidents. May also be used to inform clients of diagnostic procedure results.

Hiring Letters Letters of Intent or Offer letters are often used when hiring new employees. Outlines offers and what is expected by prospective employee as well as what employer is offering to employee. Also may use letters to inform applicants that their application is no longer being considered or that job position has been filled.

Collection Letters Used to try to obtain payment for debt. Should outline expectations of payment, forms of payment expected and deadline for payment. Need to follow through with any threats of more action.

Firing A Client Letter Veterinarians have right to refuse service to anyone, but must inform client of intent and provide a reasonable time period for client to get treatment elsewhere. Can not stop treatment once it is initiated until another veterinarian can assume treatment. Should clearly state that services will no longer be provided and provide information needed for transfer.

Referral/ Transfer Letters Often used to send a patient or client to a specialist or to another veterinarian. Should contain pertinent information regarding patient file. Generally, records are attached to these letters.

Reminder Cards Very important to keeping pets healthy through routine appointment. Can be very generic, so strive to personalize in some way. Make sure that outlines what is due and when an appointment can be made.

Sympathy cards Very delicate issue. Client is grieving so should be sensitive to how client is feeling. Hand signed cards are generally most sincere. Some may include poems or contacts for grief counseling.

Newsletters Usually sent on a regular basis. Used to communicate with clients and develop a sense of belonging to the clinic. Should send as often as deem effective. Avoid sending during holiday times Avoid sending during summer vacation months as well.

Questionnaires Help to provide feedback on services that are offered and performed. May want to offer incentives for receiving surveys. Make sure that state that answers are kept confidential.

Thank you Notes Used to thank clients for referrals, gifts, etc. Should be personal and hand written. May include an incentive to return for care. Should avoid sounding too generic.

Client appreciation Connect with clients through eye contact and smiling. Refreshments may be a great way to create a rapport with clients. Make a donation in name of deceased pet. Reward the client for desired behaviors. Rewards can be large or small. Honor the client through drawings or raffles, etc. Express to the client your appreciation through letters, cards or notes. Recognize client through birthday cards, pet profiles, etc.