Some people find it strange that I text clients. Yes — I give them my personal phone number. Sure, this means they can connect 24-7 if they wanted. I’m interested in hearing the readers’ perspective on this one.
When I give an owner/client my number, I always preface it with a few things. I cannot always answer, and if I don’t it doesn’t mean anything is wrong. I prefer texting. Also, I’d rather not get messages after 22:00 or before 08:00. If it is an emergency, then the rules do not apply.
My goals for texting with my clients are really just to keep them in touch with their pet. When animals are going in and out of surgery or procedures, sending them a photo with “Hey mom, I am doing alright” goes a lot further than “Fluffy is okay.” Reassuring people who do not see multiple pets under anesthesia each day is important, and I believe it is part of our job. When clients drive from far away and cannot achieve daily visits, a 15-second video of their pet can be enough to give them peace of mind.
Most people block their personal phone number when they call clients. I do not judge others for this decision. I think that some worry about their work-life balance. They are afraid that clients will abuse the personal number privilege. For me, I like it to be a two-way street. Blocking my number just doesn’t feel right. I like hearing from clients. I like getting pictures of healthy ponies a few months after the fact. I don’t have Facebook, but I think this can be a way of keeping in touch as well.
What do you all think?