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8 Types of Positive SMS Messages You Can Send to Clients Today (+ 24 Free Templates)

Whether you’re actively trying to grow your client base (while retaining your current clients) or working on initiatives to build stronger relationships with an established client base, this article is for you.

Let’s face it: everyone’s looking for ways to streamline admin tasks and make changes that will improve the client experience (without overloading their teams).

Is it a pipe dream?

It’s clear that practice management software offers some pretty big wins on the admin side, such as invoicing, appointment scheduling and confirmations, and client notes. But what about client connection, those soft skills that make it easier to offer clients a good experience?

One of the opportunities that often gets overlooked is the humble SMS.

But the stats speak for themselves:

Right, so if SMSs are potentially an excellent way to open the lines of communication, what does this mean for your practice?

The Importance of Keeping in Touch with Clients

We’ve covered how important it is to keep in touch with your clients in previous posts, such as this one and this one. But to summarise, there’s the client care perspective and the financial one.

Client Care Perspective:

You really do care about your clients’ health and well-being, but it’s not always possible to send personalised messages to every client to follow-up. By setting up SMS templates and automated SMS messaging, you can change that around. If your client receives regular SMS communication that adds value, you can communicate (on autopilot) that you care about your clients.

Financial Objectives:

It’s worth mentioning again that existing clients are more profitable than new ones. So, the question is how to capitalise on this information (and do so in a way that doesn’t overburden you if you’re already time-constrained). The benefits of automated SMS messaging speak for themselves because if you personalise your templates (and set messages to send automatically), you can control and benefit from regular communication with your clients.

How Modern Technology Streamlines Communication

Technology allows you to streamline and, in some cases, automate your client relationship-building practices. The connection you have with your clients is vital, whether it happens in the practice or via a telehealth call. Technology allows you to take it one step further with functionalities like electronic notes where you can include personal details, and email marketing that helps keep you top of mind with minimal cost (people check their emails more often than social media). Even online reviews are a communication opportunity, as more and more people turn to Google to find health services in their area.

But where SMS technology is in a league of its own is its ability to act both as a versatile marketing support tool and client relationship-building tool. Quite apart from using SMSs to reduce no-shows and cancellations, they can help you build a relationship with your clients on autopilot.
It’s low-cost, quick to set-up, and will reap rewards for years to come. What’s not to love?

Positive SMS Messages for Clients (and Templates for Each)

Depending on the type of practice you have, not all of the options will be a good fit. But it’s still worth it to take a quick scroll through them for some inspiration. We’ve included templates that you can work off, and they all fit in the 160-character limit for SMSs (the character count is in brackets at the end of each template for reference).

1. New Services

Any time you add a new service to your offering or have a new staff member join your team – let everyone know. While any new additions to your practice should be published far and wide (such as email and social media), just take care when sending SMSs to your clients. You don’t want to overwhelm them, so it may be best to only send these types of messages occasionally.

Templates:

Friendly/Fun

We’re here to make your day, {AppointmentDiaryFullName} has just joined us, and she’s running a [INSERT YOUR SERVICE] promo for the next two weeks, limited spots available! (150)

{BusinessName} just got even better. {AppointmentDiaryFullName} has joined our team, offering [INSERT SERVICES HERE]. Book now! (107)

Neutral/Professional

Hi {ClientFirstName}, {AppointmentDiaryFullName} has just joined us. S(he) specialises in [INSERT SERVICES HERE], and is running a [INSERT PROMO] promo for the month of [INSERT MONTH]. (133)

{BusinessName} is expanding. We’d like to welcome [INSERT PROFESSION] {AppointmentDiaryFullName}, reply to this SMS to book a session. (117)

2. Motivational Updates

If you’re a coach, whether lifestyle or fitness-focused, you might choose to motivate your clients with messages that encourage them to keep making positive changes. It could be a reminder to drink more water with a link to your blog post on the health benefits of doing so, or tips for integrating meditation into your daily routine.

Templates:

Friendly/Fun

Water is the source of all life on the planet, including you, so remember to get in your 8 glasses today (and read our blog post (link) while you’re at it!) (156)

Struggling for motivation today? Here’s a quick energising meditation (link) free from {BusinessName} to get you up and ready to go. (133)

Neutral/Professional

Hi {ClientFirstName}, at your last session, I provided a set of rehab exercises. I’d love to know how it’s going and if you’ve had a chance to start with them yet. (152)

Friday Motivation from {BusinessName}: “You may not control all the events that happen to you, but you can decide not to be reduced by them.” – Maya Angelou (157)

3. Changes in the Practice

This could be anything from updated opening times to new documentation requirements for COVID. A quick SMS keeps your clients up to date with what’s happening at the practice. They’re ideal for keeping your practice top of mind while also effectively communicating important information.

Templates:

Fun/Friendly

We’ve finally done it: we’re online! Our new website is live: [INSERT LINK]. Please pop over, give it some love and let us know what you think! (137)

Just so you know (no pressure!), you can now book appointments directly on our website, as well as downloading any important client forms [INSERT LINK]. (139)

Neutral/Professional

Dear {ClientFirstName}, in line with the latest COVID regulations and because your safety is important to us, our updated policies are available on our website. (150)

Dear valued clients. Our new opening times are now from [INSERT TIME] to [INSERT TIME]. We look forward to welcoming you to {BusinessName}. (124)

4. Special Offers

Everyone loves a good deal, so if you’re a massage therapist and have a couple’s special or a monthly special that you run each month, that’s something your clients would definitely want to know about.

Templates:

Friendly/Fun

Hey you! Want to learn more about [INSERT SERVICE]? We’re hosting a free webinar on [INSERT DATE]. Join us for candid talk, a special launch offer and more! (142)

It’s [INSERT MONTH], and that means a whole new discount package deal. This month it’s [INSERT SERVICE]. Limited spaces. First come, first served. (T&Cs apply). (146)

Neutral/Professional

Keep an eye out for our Wednesday promos at {BusinessName}. Get discounts on products and services while stocks last: [INSERT LINK]. (128)

Join us for our monthly {BusinessName} chat. This month we’re covering [INSERT SERVICE]. Sign up here: [INSERT LINK]. (105)

5. Follow-Ups

This is a great one for personalised care. It will require you to get disciplined and keep a log in your diary of who you need to check in with. Then, simply follow-up with a client a day or two after their appointment using a pre-written SMS template.

Templates:

Friendly/Fun

Phew, it’s been a minute since your session. How are you feeling? If there’s anything we can help with, just reply here and let us know. (136)

Hi {ClientFirstName}, we loved having you join us at {BusinessName}. Please feel free to get in touch if you need further assistance. (124)

Neutral/Professional

Hi {ClientFirstName}, I wanted to find out how you are after your appointment. Please let me know if you need to book a follow-up appointment or if you have questions. (157)

Hi {ClientFirstName}, I’m following up on our appointment from yesterday. If you are still experiencing discomfort, please let me know. (125)

6. Request a Review

This could tie in with your follow-up message. A few days after your clients’ appointments you could send a friendly check-in message and ask them to leave a review if they had a positive experience.

Templates:

Friendly/Fun

Loved your appointment? Wish more people know about us? You can make it happen! Please pop over to [INSERT LINK] and let everyone know how awesome we are. (150)

We hope that was as good for you as it was for us. If not, we’d love to know why so we can make it right. And if we got it right, please let others know: [INSERT LINK] (160)

Neutral/Professional

Thank you for visiting us at {BusinessName}. If there’s any way we can improve, please let us know. And please consider leaving a review: [INSERT LINK]. (146)

Thank you for your visit to {BusinessName}. We’re constantly improving and value all feedback. If you have a moment, please let us know your thoughts. (152)

7. Telehealth Options

With COVID, there have been many changes to the way health practices run, and, in many cases, they look set to stay for the long-run. If you haven’t seen clients since before lock-down, they could benefit from a reminder about the Telehealth services you offer.

Templates:

Friendly/Fun

Hi {ClientFirstName}, the current restrictions have a way of getting everyone down. If we can help in any way, please reply to this SMS, and we’ll set something up. (153)

We’re working hard to keep you safe, which is why we’ve changed the way we do things here at {BusinessName}; please review our COVID policy at [INSERT LINK]. (151)

Neutral/Professional

Dear {ClientFirstName}, due to the current restrictions, our clinic operating hours have shifted to 9am – 4pm. Telehealth and in-person services are available. (149)

Dear {ClientFirstName}, to keep our team and our clients safe, we are observing the strictest COVID sanitisation protocols; please review our COVID policy here: [INSERT LINK]. (158)

8. Annual Check-Ins

This is an easy one to automate. You could send SMSs for clients’ birthdays, to wish them a happy festive season and New Year, and for annual or bi-annual appointment reminders.

Templates:

Friendly/Fun

Hey {ClientFirstName}, we haven’t seen you in a while, and we miss you! We’re always here to help (and we offer telehealth services if that’s a better option). (147)

It’s your birthday, and we love birthdays! To help you celebrate, take 10% off any treatment at {BusinessName}. Valid for your birthday month. (142)

Neutral/Professional

This is a friendly reminder that you’re due for your annual checkup at {BusinessName} this month; please get in touch to schedule an appointment. (146)

From all of us at {BusinessName}, we’d like to thank you for your support during the year. We wish you a joyful festive season and a happy New Year. (150)

Pro Tips

Checking Character Limits

Not sure if your SMS is too long? Since SMSs are charged at standard carrier rates, you want to get all the info into one short message. A quick way to check is to open up Excel, copy and paste the SMS text into a cell (for example, A1), then in B1, type the formula “=len(A1)”. Excel will then do a quick count of the characters contained in cell A1. You need to keep the number of characters below 160.

Remember Name Lengths

The length of a name or service can vary from two or three characters to many, so if you’re going to personalise your SMSs, keep in mind that when the NAME field populates, the length of the SMS will vary significantly.

4 Things to Keep in Mind with SMSs

1. Check that You Have Their Permission

Clients should be able to opt-in to receive SMS, and it should be just as easy for them to opt-out of receiving SMS communication. When a client comes into the practice, reception staff could check with them if they’re happy to continue receiving messages. The other option is to include the option to opt-out of marketing communications on the emails that you send your clients.

2. Ensure You’re Not Overwhelming Your Clients

In this day and age, most of us fight feelings of overwhelm daily. Make sure that you don’t send too many SMSs. A good way to do this is to ask yourself:

  • How many messages have I sent them this month already?
  • Do they actually need this information (and will it be helpful for them)?

3. Consider Legal and Ethical Implications

This is where a Professional Disclosure Statement or Document of Informed Consent is important. For mental health professionals, for example, the statement would let clients know about your professional background and the limitations of your professional relationship. The statement makes it easier to draw the line between what you can and can’t write in an SMS.

4. Keep Each Interaction Relevant

Like all of us, we’re constantly fighting a flood of information. Our inboxes are overflowing, and our phones have hundreds of unread messages. If you’re going to send SMSs, keep them relevant by only sending specific client groups information that is relevant to them. And don’t always make them promotional – add value that helps them. That way they’ll keep reading them, and you’ll keep benefitting.

Power Diary SMS Functionality

If you want to get some of these templates set up for your practice, here are a few things you might not know:

Send Text Messages

The text messaging panel provides a centralised place for client communications and messaging. The panel will also alert you when a client responds to a message.

Read more here.

Send Bulk Marketing SMS Campaigns

Using Power Diary communication templates or your own, you can send bulk SMSs to your clients, keeping them up-to-date with upcoming specials, a change in opening hours or remind them about an upcoming event.

Read more here.

Create SMS Communication Templates

The powerful Power Diary Editor makes it easy to customise your SMS templates, either creating your own from scratch or working from one of the pre-populated options.

Read more here.

As always, our friendly support team are on-hand to help get you up and running quickly.

* * * * * * * * * * * * * * * * * * *

While the benefits of regular value-adding client SMSs speak for themselves, it can be a challenge to get your templates organised and ready to send. But persevere! It’s worth putting the effort in up-front as they make it easier to keep in touch with your clients, and the spin-off benefits of a full calendar and more positive reviews all add up.

If these templates are helpful, we also recently published Essential Patient Booking Confirmation Email & SMS Templates. Why not pop over to the post and update your confirmation SMS confirmation templates while you’re getting yourself organised with SMS client communication!


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