Best Practices for Client Communication: Follow-Up Reminders

If a client does not respond to the first reminder they are sent, what action should the practice take?

Options:

• Call them directly
• Send a second reminder
• Discontinue reminders
• Send an invoice

Final answer:

When a client doesn't respond to a first reminder, the practice should send a second reminder and consider calling them directly, offering a personal touch and understanding they're busy. Being persistent yet polite is key to maintaining good client relations and ensuring business continuity.

Explanation:

When a client does not respond to the first reminder sent by a practice, the next step would typically involve sending out a second reminder. However, it is also recommended that the practice call them directly. This approach provides a personal touch and can be more effective in garnering a response. When making the call, it is essential to be persistent, yet polite and professional, offering them something they need, and demonstrating understanding of their busy schedules. If they are still unresponsive after the second reminder, the practice may consider more stringent measures, such as sending an invoice or discontinuing reminders, based on its policies and the client's history.

The course of action must strike a balance between being assertive and respectful of the client's time and circumstances. A well-crafted follow-up email or an empathetic phone call can make a difference in maintaining good client relations and ensuring business processes flow smoothly.