Timely, proactive communication is all about showing up for your clients (and their pets). Here are five handy templates you can copy, personalise and send.
Appointment reminder
Sent a few days before the visit, so clients have time to reschedule if they need to.
Hi [first name] — just a heads up that [pet name] is book in with us on [date] at [time]. Can't make it? Just reply to this message and we'll sort a new time.
[Confirm booking →]
Pre-visit instructions
Sets expectations ahead of time, so clients arrive prepared and consults run to schedule.
Looking forward to seeing [pet name] on [date]. A couple of things before you come in:
– [Fasting/food instructions, if relevant]
– Bring along any medications [pet name]'s currently on
– If you can get here a few minutes early, it helps us not rush the paperwork
See you soon!
Follow-up care summary
Recaps what was discussed in the consult, so nothing gets lost between the clinic and home.
Great to see [pet name] today. Quick recap so you've got it in writing:
– [Diagnosis/finding]
– [Treatment or next steps]
– [What to watch for at home]
If anything's unclear or [pet name] doesn't seem quite right, just message us – happy to help.
Educational nudge
Keeps the clinic top-of-mind between visits, with a tip relevant to the pet in front of them.
Random fact: [pet name]'s breed is prone to [breed-specific tip]. Worth keeping an eye out for. Here's what to watch for, and when it's worth booking a check: [link to content library article].
Feedback request
Shows clients their input matters, and catches small issues before they become bigger ones.
How did today go for you and [pet name]? We read every reply, and it genuinely helps us do better.
[1–5 star tap] or just tell us in your own words.
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Little touches like these are what make clients feel looked after.
Left unaddressed, small communication gaps can turn into missed appointments, forgotten treatment plans, or clients who quietly drift off. None of these messages take more than a minute to send — but used consistently, they're what turns a good visit into an ongoing relationship.
Want the full picture on what poor engagement actually costs a clinic? [Read it here →]
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