What a difference a word makes

Confirm vs. remind: It matters
Sep 01, 2008

Kristine Suszczynski
Do you remind clients about their appointments or do you confirm their times? What's the difference, you ask. Perception.

Hospital manager Kristine Suszczynski prefers using the term "confirm" instead of "remind" when she talks to clients. "Simply changing a word can put a whole new spin on the conversation," says Suszczynski, who works at Portland Veterinary Specialists in Portland, Maine.

When you call to confirm an appointment, your clients will feel the call is a courtesy to check whether the time is still convenient, rather than a notice to remind them of a commitment they probably forgot. "We all like to end conversations on a positive note, and this is an easy way to do it," Suszczynski says.