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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.