The Importance of Personalized Communication

The Importance of Personalized Communication in Your Clinic

What is the first thing you do when you wake up in the morning? Check your phone? In our society of hyperconnectivity and information overload, we are constantly seeking information updates and instant connections.

Customizable and personalized content is a way in which practices can provide meaningful information to clients in a fast and convenient way. What does personalized client communication actually look like?

Through LifeLearn’s ALLYDVM, you can set up automated emails, texts and postcards that get sent directly to the client. These include any information that is relevant to the client such as surgery updates, appointment reminders, and document sharing. In addition to sending individual client emails, with ALLYDVM you can send messages to smaller groups of clients, allowing for customization of messages for a specific audience.

Diving into the age of social media allows your practice to showcase success stories and share tips and tricks, all in an instant. Social media is also a tool that can be used to stay in communication with your clientele as a whole. Posting clinic updates allows for clients to stay in the know, and sharing pictures and events allows you to engage with your clients throughout the year.

When a client chooses a veterinary clinic, a deciding factor is the quality of care and customer service they receive. By offering personalized communication such as tailored emails, text messages and postcards, it improves overall client satisfaction, client compliance and thus adds value to your practice. Keeping pet owners in the know can help relieve some of the stress and the uncertainty that comes with a veterinary visit.

Here are some quick tips for using personalized communication in your clinic:

    1. Find the happy medium between formal and informal writing.

      To maintain a level of professionalism, avoid the use of texting language, abbreviations, and limit the use of emojis (although they can lighten the mood, they should be used sparingly).

    2. Know your audience.

      Who is this message for? Understand the level of detail needed to adequately communicate with the client to be sure the information they receive is well understood.

    3. Keep it brief and concise.

      It is important to keep messages brief and concentrated on a single subject. This ensures clear communication with the client, that nothing gets lost in translation and there is no oversaturation of information.

    4. Know how to utilize social media.

      Social media is a great tool that can be used by practices to engage and share information with clients. When on social media, it is important to keep in mind the personal versus professional boundaries that should be maintained.

    5. Be aware of your tone.

      Sarcasm used in person can be funny, but sarcasm used in an email or text can be taken the wrong way. Remember with electronic communication, you lose the visual and oral queues. To be safe, try avoiding sarcasm and framing your thoughts in a different way instead.

In today’s day and age, we like to stay constantly connected. As a clinic, what if you were able to share updates with a client while their cat was in surgery? Or what if you could send clinic updates and appointment reminders to your client’s phone with the push of a button? There are many ways in which personalized communication can be used today, and even more ways it benefits both the clients and the clinics. Find out how you can create personalized communications for your clients with ALLYDVM.