Kindly Don't Use the Word "Kindly" in Appointment Reminders
Why you should never use the word “Kindly” in your reminders as well as other keywords to avoid.
In appointment reminders and SMS communication, wording matters. Small language choices—like using the word “kindly”—can impact how likely someone is to respond or confirm their appointment.
When sending automated text messages, clear communication is key. However, the language you use in your communications can sometimes convey unintended meanings or trigger caution in your readers, especially in appointment reminders, customer notifications, or other automated messages. Words like kindly are often included with the intent of sounding polite and courteous, yet they may come across as formal, insincere, or, worse, suspicious. In fact, kindly is a favorite among scammers and phishing schemes, contributing to its negative perception in legitimate messaging. In this blog post, we’ll explore why “kindly” and similar words should be avoided in reminders, provide a brief background on the origins of “kindly,” and suggest alternative language to keep your reminders professional, effective, and trustworthy.
The Problem with "Kindly" in Modern Communication
When we choose words for business or professional communication, we aim to build trust and clarity with the reader. Certain words, however, carry unintended implications, and kindly is a prime example of a well-intentioned term that has accumulated negative associations over time.
In English-speaking business environments, kindly is often perceived as overly formal, impersonal, or outdated. This perception is further complicated by its prevalent use in email scams, phishing schemes, and other fraudulent activities. Here’s why using kindly in your appointment reminders might have unintended effects:
Association with Scammers and Phishing: Kindly has become a red flag word due to its popularity in fraudulent emails and messages. Phishers and scammers often use it in phrases like “kindly update your details” or “kindly provide your password,” which have trained readers to associate the word with caution. When legitimate businesses use kindly, it can trigger suspicion and reduce trust in your message.
Outdated Formality: Kindly was commonly used in more formal communication styles, particularly in 19th- and early 20th-century English. However, modern business language has shifted toward simplicity and clarity. Overly formal words like kindly may seem out of place and create an impersonal tone that could alienate your audience.
Risk of Misinterpretation as Passive-Aggressiveness: Kindly can come across as a command masked in politeness, especially if used in imperative statements. For example, “Kindly arrive on time” may be perceived as overly directive or even passive-aggressive, especially in contexts where a more straightforward request would be more appropriate.
A Brief Background on "Kindly" and Its Rise in Scam Messages
Kindly originates from Old English and Middle English, where it meant “in a kind manner” or “naturally.” By the 19th century, it was commonly used in formal letters and official communications as a polite alternative to direct commands. However, as language evolved, kindly fell out of everyday use, replaced by more straightforward phrases.
In the globalized world, where English serves as the lingua franca, kindly found a new life in formal business English, particularly in non-native English-speaking countries. This resurgence led to its integration into scripts and templates for business correspondence. Unfortunately, as scammers often target global audiences and create templates that mimic official messages, kindly became a staple in scam messages that aimed to sound “proper” or official. Today, its frequent use in fraudulent communications means that legitimate reminders using kindly may raise alarms among readers.
Examples of How "Kindly" Appears in Scam Messages
To see how scammers use kindly, consider these common examples from phishing schemes and fraudulent emails:
“Kindly verify your account details to avoid service interruption.”
“Kindly provide your password to confirm your identity.”
“Kindly click the link below to reset your account information.”
In each example, kindly is used to mask urgency or manipulate the reader into compliance. In legitimate reminders, these same phrases could easily cause readers to question the authenticity of the message.
Other Keywords to Avoid in Professional Reminders
In addition to kindly, several other words and phrases are worth avoiding in appointment reminders and professional communication. These keywords can similarly create misunderstandings, sound unprofessional, or even raise red flags. Here are a few to consider:
“Urgent”: While urgency is sometimes necessary, the word “urgent” can create undue stress for the recipient and may trigger skepticism, as many spam emails use “urgent” to compel quick action.
“Immediately”: Similar to “urgent,” using “immediately” may come across as overly demanding. Instead, try softer alternatives like “at your earliest convenience.”
“Important Notification”: Phrases like “important notification” or “important update” have been used frequently in phishing attempts. Be specific about the nature of the notification to build trust and avoid sounding like spam.
“Act Now”: This phrase, commonly used in advertising and phishing emails, may be viewed as manipulative. Instead, if action is required, specify what the recipient needs to do without a command-style approach.
“Click Here”: While “click here” is straightforward, it has been heavily used in phishing attempts. Replace this with a specific link description, such as “Review your appointment details.”
“Please Note”: While not always problematic, “please note” can sometimes create a distancing effect that may feel overly formal. Using direct language often results in a more engaging message.
Overly Formal Phrases (“Per Your Request,” “At Your Earliest Convenience”): Avoid old-fashioned expressions that can feel stiff and impersonal. Opt for simpler alternatives like “as you requested” or “when you can.”
Excessive Capitalization or Punctuation: Words in ALL CAPS or with excessive punctuation (e.g., “!!!”) can seem unprofessional and may trigger spam filters. Aim for a professional tone with minimal emphasis formatting.
How This Affects Appointment Reminders
In automated appointment reminders, clarity and speed matter. Messages that are direct and action-oriented consistently outperform formal or passive wording.
For example:
- “Reply YES to confirm your appointment”
- “Confirm your appointment here: [link]”
These types of messages reduce confusion and increase response rates compared to more formal phrasing.
How to Craft Effective and Trustworthy Reminders
Now that we’ve covered words to avoid, here are tips for crafting clear, professional, and effective reminders without using words that could be misinterpreted:
Use Direct and Friendly Language: Instead of “kindly,” choose friendlier, conversational language. For example:
Replace “Kindly confirm your appointment” with “Please let us know if you can confirm your appointment.”
Add Personalization: Using the recipient’s name and specific details helps the reminder feel personal and authentic. For example, “Hi [Name], we look forward to seeing you at [Time] on [Date].”
Specify the Action Clearly: Instead of vague commands, be clear about the action you need. For example:
Replace “Click here to confirm” with “Use this link to confirm your appointment: [URL]”.
Offer Contact Information for Questions: Include a line encouraging recipients to reach out if they have any questions. This reassures them that the message is legitimate and that they can speak to a real person.
Provide Details and Avoid Generalizations: If your message is specific, it builds trust. Rather than “Important notification,” try “Reminder: Your upcoming appointment on [Date].”
Maintain Consistent Branding: Use your company’s logo, colors, or branding elements in reminder emails to help recipients recognize that the message is from a trusted source.
Examples of Effective Reminder Language
Here are some examples of how to rephrase common reminder statements without using kindly or other problematic keywords:
Before:
“Kindly confirm your appointment for [Date] to avoid cancellation.”
After:
“Please press 1 to confirm your appointment on [Date]. If you need to reschedule, give us a call at [Phone Number].”
Before:
“This is an important notification about your appointment.”
After:
“Hi [Name], this is a quick reminder of your appointment with us on [Date] at [Time]. We look forward to seeing you!”
Before:
“Please note, you must arrive on time to avoid rescheduling.”
After:
“We appreciate your punctuality. If you expect any delays, feel free to call us at [Phone Number].”
Building Trust and Clarity in Every Message
The language you use in appointment reminders and other communications across every industry has a significant impact on how your business is perceived. By avoiding words like kindly and other overly formal or scam-associated terms, you help ensure that your messages are clear, professional, and trustworthy. Instead of relying on antiquated phrases, use friendly, direct language that builds rapport and makes clients feel valued.
Whether it’s through email, SMS, or other digital reminders, remember that clarity and a personal touch go a long way in building trust with your audience. Thoughtful communication not only reduces the chances of misunderstandings but also reinforces your brand’s reliability, helping clients feel confident in your services.
In summary, avoiding scam-associated keywords like kindly is an important step toward crafting reminders that your audience will trust and appreciate. A reminder that resonates positively can strengthen your relationship with clients and encourage long-term loyalty.