Email Courtesy
Admin Training
An email enquiry from a potential client needs close attention. It is very likely that the phone number and even your street address were right next to it, so a conscious decision has been made to use email, implying that this is their preferred method of communication. A reply two days later requesting the client telephone you instead implies that your business can’t be bothered thinking about the enquiry.
Instead you should reply promptly, endeavour to answer all the questions posed in the email, request any clarification required by email, and if phone communication is necessary, ask if it would be okay for you to call the client. If the information the client needs is not readily available, a reply thanking them for their contact and advising when the answer will be forthcoming will go a long way to preventing them from contacting a competitor in the meantime.
“Clients get the sense that you don’t see email as a valuable tool, that you only have an email address because you have to. ”
A speedy response is always appreciated by the client.
Full Article Here
Why email matters:
When a potential client emails, it means they chose that method over calling—likely because it’s their preferred form of communication. A slow or vague response sends the message that we don’t value email.
👉 Always:
Reply promptly (ideally same day)
Answer all questions clearly
Request clarification via email if needed
If a phone call is needed, ask permission first
“Clients get the sense that you don’t see email as a valuable tool, that you only have an email address because you have to.”
💡 If you don’t have the answer yet, reply thanking them and let them know when they’ll hear back.
As admin, it’s your job to keep our email system tidy and functional.
🔄 Daily Email Tasks
Respond to general enquiries or forward to an EP if unsure
File emails into the correct folder (Invoices, Referrals, Documents, etc.)
Move stray emails into their proper categories
Annotate and return documents (like TCAs) using the Mac Preview > Tools > Annotate > Signature function
EP signatures are saved and available
Save the signed file and reply to the email with the appropriate script
📨 Team Care Arrangement (TCA)
Good morning/afternoon,
Please find attached the signed Team Care Arrangement for [Client Name].
So we can assist your patient with their booking, could you or the GP please forward their best contact number if it's not on the referral?
📨 Standard Referral from GP/Specialist
Good morning/afternoon,
Thank you for your referral of [Client Name].
To assist with booking, could you or the GP please forward the patient’s best contact number?
🤝 Referral from Allied Health / Insurer
Good morning/afternoon,
Thank you for your referral of [Client Name].
If you have their permission, could you please forward their best contact number so we can assist with booking?
🖊️ DocuSign Referrals
Good morning/afternoon,
Thank you for your referral of [Client Name]. Their Team Care Arrangement has been signed and returned via DocuSign.
If the GP is happy to, please forward the patient’s best contact number so we can proceed with booking.
Good morning/afternoon,
[EP Name] is currently on leave and will return on [Day, Date]. They will respond when they are back in the clinic.
For anything urgent, please call us on 0491 001 559.
Hi [Client Name],
Thank you for letting me know. I’ll cancel all upcoming appointments.
May I kindly ask what led to your decision? We value all feedback—it helps us improve our service.
I look forward to hearing from you.
Hi [Coordinator Name],
Thank you for letting me know. I’ll cancel [Client Name]’s appointments.
If [Client Name] is happy for us to know, could you share the reason for their cancellation? We value any feedback to help us improve our service.
Subject: Instructions for Your Telehealth Appointment
Hi [Client Name],
Here’s how to access your upcoming telehealth appointment:
If you’ve already received a confirmation email, simply open it and click “Join appointment” under the Location section. This will take you directly to the call—no need to follow the steps below.
If you haven’t received or cannot find a confirmation email, please follow these steps:
Open your email inbox at least 2 minutes before your appointment.
Find the email titled “Telehealth Link” and click the link provided OR click here [ADD LINK] (e.g. http://effect-exercise)
If the page says “Appointment has not yet started”, stay on the page and refresh it at your scheduled time.
When the “Join the call” button appears, click it.
Allow access to your microphone and camera when prompted.
Wait for your Exercise Physiologist to join and begin the session.
If you have any trouble accessing the link or joining the session, please contact us immediately on 0491 001 559.
Hi,
We’re looking to organise a private session/class to learn more about your services.
We’re a local group of Exercise Physiologists who specialise in rehab. Often we refer clients who are progressing and ready for something new.
Once a month we visit a local service to try something ourselves. If you’re available Friday at 3:30pm on [Date], we’d love to visit. Please let us know any details, including payment.
Look forward to hearing from you!
Hi [Client Name],
Our student [Student Name] is finishing their placement. Thank you for supporting their learning.
Could you reply with:
One thing they did well
One thing they could improve on
Your feedback helps us support the next generation of EPs!
Hi [Student Name],
Thanks for your email — we look forward to having you here.
Start Date: [Start Date]
Days/Times: Mon–Thurs 8am–4pm, Fri 8am–1pm
Bring: Laptop, notebook, morning tea & lunch
Wear: UOW polo, smart black pants, enclosed shoes. We’ll supply a mask.
Documents: Please email your WWCC number. I’ve also attached your induction booklet.
Let me know if you have any questions!
Hi [Client Name],
Please complete the following short questionnaires before your appointment (2–5 mins each):
Let me know if you have any questions.
Hi [New EP],
Hope you’re well! To get you set up, please send through:
First Aid & CPR
Insurance (Certificate of Currency)
ESSA Certificate
WWCC
Police Check
We also need your Medicare provider number (set this up via PRODA—PDF instructions attached).
For uniforms, what shirt size do you wear?
Let me know if you have any questions!