As your practice enters holiday mode, you’re likely adding several extras to an already full plate (think holiday parties, staff bonuses, and vacation requests). Don’t let your dedication to client service fall to the wayside—instead, use these tips to ensure clients have a great experience at your practice during the holidays and all year long.

Stay connected: No one likes talking to an empty room. Remember to respond to all client questions, comments, and complaints, even on busy days. This includes conversations on social media, such as Facebook and Twitter, and review sites like Yelp and Google. As a general rule, practices should strive to respond to all comments within 24 hours.

Say thank you: Send out holiday cards to let your clients know how much their business is appreciated. In addition, make sure to formally thank clients who bring treats or gifts for the staff with a card or other small token of appreciation. Do your clients follow you on social media? Give them a shout-out by posting photos of the team enjoying their goodies!

Anticipate your clients’ needs: Be sure to let your clients know what to expect during the holiday season, including days or times your practice will be closed and what to do in case of an emergency. Encourage clients to be prepared by providing on-call information or the names and phone numbers of 24-hour emergency hospitals in the area. You can also help clients avoid an emergency by sending out a newsletter with information about common holiday dangers.

Make it worth the wait: Is your practice running behind? Let your clients know you appreciate their patience with a small gift card ($5.00) for a nearby coffee shop. Remember, a little thank you can go a long way!

Be prepared: Make sure your practice is adequately staffed and stocked for additional business around the holidays. If you anticipate an influx of requests for a particular service, like boarding or grooming, let your clients know in advance so they can schedule an appointment in plenty of time.

Give back: Consider holding a holiday event, like pet photos with Santa, and donating the proceeds to a local nonprofit organization. Community involvement promotes goodwill and lets your clients know you are a local business they can trust.

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