When will you be here?
Text: what time today?8:12am
Hi [their name], it's [your name] at [shop]. [Tech] is finishing a job now and should be with you between [time] and [time]. I'll text when they're on the way.
YouCustomer service response templates for small businesses
Replies to the texts and emails you answer all day. Short, kind and from you. Change the words in brackets and send.
Make them yoursFills in every example
Text: what time today?8:12am
Hi [their name], it's [your name] at [shop]. [Tech] is finishing a job now and should be with you between [time] and [time]. I'll text when they're on the way.
YouNothing you type is saved or sent anywhere.
Customer service replies on this page
Jump to the one you need.
Customer service response templates for everyday questions
Four questions every shop gets. Each reply answers first, then gives one clear next step.
How much will it be?
Email: rough price?10:47am
Hi [their name], thanks for asking. It depends on what we find, and I'd rather give you a real number than a guess. Can I come take a look [day] at [time]? It's a short visit.
YouCan we move it?
Text: can we move Friday?1:30pm
Hi [their name], no problem. I can do [day] at [time] or [day] at [time]. Which works better? I'll update the schedule as soon as you reply.
YouIt's acting up again
Text: it's leaking again4:05pm
Hi [their name], sorry it's acting up again. That work is still under our [warranty length] warranty, so there's no charge for us to come back and check it. Does [day] at [time] work? [your name], [shop]
YouHow to respond to customer complaints
Four things, in this order. Most replies fit in three lines.
Hi [their name], sorry it's acting up again.Sorry That work is still under our [warranty length] warranty, so there's no charge for us to come back and check it.Answer Does [day] at [time] work?Next [your name], [shop]Who
- SorrySay sorry once, if it fits.Only when something went wrong.
- AnswerAnswer the question.The thing they asked, right up top.
- NextGive the next step.A day and a time, not "soon".
- WhoSign it from a person.Your name and the shop.
Leave out: a wall of text"per our policy"blamea price you haven't checked
Customer service email templates
When someone asks a question, offer a real time in the same reply. A yes is a visit on the calendar.
Ready to book
Email: is Saturday open?7:58pm
Hi [their name], thanks for reaching out. Yes, I have Saturday at [time] open. Want me to put you down? Just reply with the address.
YouSat · 10:00A reply with an address is a visit on the calendar
Why it works: it answers, offers one real time and asks one easy question.
AI email reply, ready for you to send
A canned reply says the same thing to everyone and answers nothing. A reply written for them answers this customer's question in your voice, and a person on your team reads it and sends it.
Canned reply
Instantlythe same words for everyone
Thank you for contacting us. Your message has been received, and a member of our team will respond as soon as possible.
- Answers nothing they asked.
- Sounds like no one in particular.
- They still have to wait for the real answer.
AI drafts, you send
Minuteslater, from your team
Hi [their name], it's [your name] at [shop]. [Tech] is finishing a job now and should be with you between [time] and [time]. I'll text when they're on the way.
- It answers what they asked.
- It sounds like your shop.
- A person reads it and taps send.
Want replies like these written for every customer email, waiting for you to send?
See inbox management →Questions.
Something else on your mind? Ask us on the fit call. No pitch, and we'll say if it isn't a fit.
Book a fit call"Thanks for reaching out, Maria. Your install is booked for Thursday morning, and Dan will text when he's on the way." Or: "You're right, we missed that. We'll be back Tuesday to finish it, no extra charge." Short, specific and signed by a person.
Good answers repeat the customer's concern in one line, give a clear fact or fix, and set a time. "I understand the leak came back. I can have someone there tomorrow between 9 and 11. Does that work?" They avoid blame, jargon and vague promises.
Use a subject line that names the issue, greet the customer by name, answer in the first two lines, give the next step with a date, and sign with a real name and number. Keep it under 120 words when you can, and read it once before sending.
It is usually described as greeting any customer within 10 feet and within 10 seconds, a retail and hospitality habit. For a service business, the written version is simple: reply fast, use their name and give them a next step, even if the full answer takes longer.
Open with your name and business, ask how you can help, repeat back what you heard, give the next step and confirm a time. When the call ends, a short follow-up text with the same details helps the customer remember and cuts repeat calls.
Answer every customer, in your words.