How to use this guide
Each message is ready to copy and send. Replace the [bracketed text] with your details. Most messages are under 100 words — written for SMS but work just as well over email or WhatsApp.
01
Find your situation in the contents. Every scenario a trade business faces is covered.
02
Copy the message. Replace the [brackets] with your customer's name, job details, and amount.
03
Send it. SMS, WhatsApp, email — the tone works across all channels. Don't overthink it.
04
Make it yours. Add your sign-off, adjust the tone slightly. The structure does the heavy lifting.
Send 3 days after sending a quote that has gone quiet. Assume they got busy, not that they said no.
Hi [name], just wanted to check the quote came through okay — sometimes they go to junk. Happy to answer any questions or walk through anything before you decide. No pressure either way.
[Your name], [Business name]
Send 7 days after the quote if there has still been no response. Give them an easy way to say no.
Hi [name], following up on the quote from last week. Totally understand if the timing isn't right — just let me know and I'll stop chasing. If you do still want to go ahead, I'm happy to hold the price until [date].
[Your name]
When you suspect the quote was higher than expected and want to open a conversation without being pushy.
Hi [name], just checking in on the quote. If the price is a sticking point, I'm happy to talk through it — there might be a way to phase the work or adjust the scope without compromising what matters. Worth a 5-minute call?
[Your name]
When your schedule is genuinely filling up and you want to give the customer a real reason to decide.
Hi [name], just wanted to flag that my [month] slots are filling up fast. If you're still planning to go ahead, it's worth locking in soon to avoid a longer wait. Happy to hold a date for you if you want to confirm.
[Your name]
After leaving a voicemail for a customer who hasn't replied to your quote. Gives them a lower-friction way to respond.
Hi [name], tried you just now — no worries if it's a bad time. Just following up on the quote for [job type]. Feel free to reply here if easier than a call.
[Your name]
Two weeks in with no reply. This is your last message. Make it easy for them to come back later without embarrassment.
Hi [name], I'll leave it here on the quote — don't want to keep chasing and become a nuisance. If the timing works better later in the year, just get in touch and I'll send a fresh one. All the best.
[Your name]
Send the same day as a site visit, before the quote is sent. Keeps the conversation warm while the visit is fresh.
Hi [name], good to meet you earlier. I'll get the quote across to you by [time/day]. Any questions in the meantime, feel free to message me here — easier than a call sometimes.
[Your name]
Before peak season when demand is about to spike. Works well for HVAC, roofing, landscaping, and painting.
Hi [name], just a heads-up that we're heading into the busy season and slots are going fast. The quote I sent is still valid — if you want to beat the rush and lock in a date, now's a good time. Happy to chat if you have questions.
[Your name]
Send 3 to 5 days after a due date. Most late payments are genuine oversights — treat them that way.
Hi [name], just a gentle nudge on invoice #[number] for [amount] — it may have slipped through. Happy to resend if easier. Payment details are [bank/payment link].
Thanks, [Your name]
7 to 10 days after the first reminder with no response. Adds a specific deadline without being aggressive.
Hi [name], following up again on invoice #[number] for [amount] — now [X] days overdue. Could you let me know when you're able to settle this? I'd appreciate payment by [date] if possible.
[Your name]
When the invoice is significantly overdue and you need to make next steps clear. Professional, not threatening.
Hi [name], this is a final notice regarding invoice #[number] for [amount], now [X] days overdue. If I don't hear from you by [date] I'll need to consider formal recovery options. I'd much rather resolve this directly — please get in touch.
[Your name]
After a job is booked and you need to collect a deposit to secure materials or the slot.
Hi [name], great — looking forward to getting started on [date]. As discussed, I'll need a deposit of [amount] to secure the booking and order materials. Payment details: [bank/link]. Let me know once sent.
[Your name]
When a customer has paid part of an invoice. Acknowledge it professionally and confirm the remaining balance.
Hi [name], thanks — I can see [amount] has come through. Just to confirm, the remaining balance of [amount] is due by [date]. Give me a shout if you have any questions.
[Your name]
Once full payment clears. Short, warm, professional. Leaves the customer feeling good about paying.
Hi [name], payment received — thank you. It was a pleasure working on [job]. If you ever need us again or know someone who does, we'd love to help.
[Your name]
A late payment from a client you have a long-standing relationship with. Warmer tone, preserve the relationship.
Hi [name], hope all's well — just a quick one. Invoice #[number] for [amount] is overdue. I know you're usually on it, so figured it might have just slipped through. No rush on a reply, just let me know when you can sort it.
[Your name]
When a customer is struggling to pay in full. Offering a plan is better than a debt collector for everyone.
Hi [name], I understand things can get tight — if paying [amount] all at once is difficult right now, I'm open to splitting it. Let me know what works and we can agree something between us. Better to sort it this way.
[Your name]
Send within 2 hours of finishing a job. This is the highest-converting window — the customer is still in the moment.
Hi [name], hope everything looks good after today's job. If you're happy with the work, a quick Google review would mean a lot to us — it really helps a small business. Here's the link: [Google review link]. Only takes a minute. Thanks either way.
[Your name]
For jobs completed late in the day where sending the same evening felt too soon. Fresh start the next morning.
Morning [name], hope [the system/the room/the job] is working well after yesterday. If you were happy with how it went, a Google review would be really helpful for us: [link]. Appreciate it.
[Your name]
If the job was completed but you forgot to ask at the time. A week is still close enough to convert.
Hi [name], hope everything's been fine since we finished the [job] last week. I meant to ask at the time — if you were happy with the work, would you mind leaving us a quick Google review? It genuinely makes a difference. [link]
[Your name]
After successfully resolving a complaint. A customer who felt heard often leaves a better review than one who had no problems at all.
Hi [name], glad we got that sorted for you. If you felt we handled it well, we'd be really grateful for a Google review — honestly, it helps more than people realise. [link]. No worries if not.
[Your name]
For a loyal customer who has used you multiple times but never left a review. More personal tone than a first-time ask.
Hi [name], you've been a brilliant customer and I really appreciate the continued trust. I've never asked before, but if you felt like leaving us a Google review it would genuinely help us grow. [link]. Thanks either way — always a pleasure.
[Your name]
After a customer referred someone to you. They clearly think highly of you — ask them to put it on Google too.
Hi [name], heard that you put [referred name] in touch with us — that means a lot, thank you. If you ever wanted to share the same in a Google review, we'd be so grateful. [link]. No pressure at all.
[Your name]
For any positive review where the customer did not mention specific details. Keep it short and genuine.
Thank you so much [name] — really glad the job went smoothly and that you were happy with the work. It's always great to hear from customers, and we really appreciate you taking the time to leave a review. Hope to work with you again in the future.
— [Business name]
When the reviewer mentioned the specific job or team member. Reference it back — shows you read and care.
Thanks [name], really appreciate the kind words about [specific thing they mentioned]. That's exactly the standard we aim for on every job. We'd love to help again whenever you need us.
— [Business name]
A mixed review where some things went well and some didn't. Acknowledge both, invite them to discuss directly.
Hi [name], thank you for taking the time to leave feedback — we really do take it seriously. We're glad [positive aspect] met your expectations. We'd welcome the chance to understand where we could have done better — please feel free to get in touch directly.
— [Business name]
A clearly unhappy customer. Stay calm, take responsibility where fair, move the conversation offline.
Hi [name], I'm sorry to hear your experience wasn't what you expected — that's not the standard we aim for. I'd like to understand what happened and make it right if possible. Please get in touch with me directly on [number/email] so we can talk through it.
— [Your name], [Business name]
The most difficult response to get right. Stay professional, don't get defensive, and let other readers see how you handle it.
Hi [name], I'm sorry to see this — we take all feedback seriously. I've reviewed our records from [job/date] and would like to discuss this with you directly. We genuinely want to resolve this. Please contact me on [number/email].
— [Your name], [Business name]
When you have no record of this customer, or the review contains factual inaccuracies. Professional and factual — not angry.
Hi [name], we take all reviews seriously, but we have no record of working with anyone by this name or at this address. We'd welcome the chance to look into this — please contact us directly on [number/email] so we can understand more.
— [Business name]
Send as soon as you know you'll be late. Before the customer is waiting and wondering.
Hi [name], just to let you know I'm running about [20–30] minutes behind — the previous job took longer than expected. Sorry for the delay, I'm on my way. Should be with you by around [time].
[Your name]
When you are significantly delayed and the customer may need to make alternative plans. Offer to rebook if needed.
Hi [name], I'm really sorry — I'm running over an hour behind and I didn't want to leave you waiting without warning. I understand if you'd rather rebook — just say the word and I'll find you another slot this week. Otherwise I can still come, just later than planned. Apologies again.
[Your name]
After arriving at a job and the customer isn't there. Don't assume the worst — they may have simply forgotten.
Hi [name], I'm at [address] now for our [time] appointment. Just checking everything's okay and that I have the right time and place. Give me a call when you get this — I can wait a few minutes.
[Your name]
When you need to move an appointment due to something on your end. Apologise, take responsibility, give options.
Hi [name], I'm really sorry to do this but I need to move our [date/time] appointment — [brief reason e.g. an emergency job/illness]. I can do [option 1] or [option 2] — whichever works best for you. Sorry again for the inconvenience.
[Your name]
First response to any complaint. Acknowledge the experience before anything else — don't explain or defend yet.
Hi [name], thank you for letting me know — I'm sorry to hear that. That's not the standard I work to and I want to make sure it gets sorted properly. Can I call you in the next hour to talk through what happened?
[Your name]
After understanding the complaint. Name the specific remedy you are offering and confirm the next step.
Hi [name], I've had a think about what you described and I'd like to [return and fix it / offer a partial refund / send someone back out]. I can do [date/time] — does that work? I want to make sure this is resolved properly.
[Your name]
After returning to fix the issue. Confirm it has been resolved and check the customer is satisfied.
Hi [name], just checking in after the visit today — hope that's resolved it for you. Let me know if there's anything else you're not happy with and I'll get it sorted. I want to make sure you're fully satisfied.
[Your name]
A few days after the complaint has been resolved. Close the loop and leave the relationship in a good place.
Hi [name], just wanted to check everything's been fine since we sorted [the issue]. I appreciate your patience with it — that's not usually how things go. If there's anything else, don't hesitate to get in touch.
[Your name]
For clients who have been with you for a year or more. Acknowledge the relationship before the number.
Hi [name], I wanted to give you plenty of notice — from [date] I'll be adjusting my rates to [new rate]. Costs have gone up across the board this year and I need to reflect that. You've been a brilliant client and I hope we'll carry on — but wanted to be upfront with you in good time.
[Your name]
Annual rate increase communicated at the start of a new season. Works well for landscaping, cleaning, and maintenance contracts.
Hi [name], as we head into [season] I wanted to let you know that my rates from [date] will be [new rate] — an increase of [amount]. The quality and reliability you're used to stays exactly the same. Let me know if you'd like to talk it through.
[Your name]
When rising material costs are the primary driver. A brief honest explanation helps clients understand without feeling misled.
Hi [name], I need to increase my rates from [date]. Material costs have gone up significantly — [materials] alone are up [X]% this year — and I can't absorb that any longer without it showing in my work. New rate will be [amount]. I appreciate your understanding.
[Your name]
When you need to raise prices quickly and can't give the usual 4-week notice. Acknowledge the short notice directly.
Hi [name], I'm sorry for the short notice on this — from [date, 2 weeks away] my rates will increase to [new rate]. I've held them as long as I could but it's no longer viable. I want to be upfront with you rather than spring it on you without warning.
[Your name]
Reach out to customers you haven't heard from in 6 to 12 months. Warm, not salesy. Reference the previous job.
Hi [name], it's been a while since we did [job] at yours — hope everything's still working well. Just wanted to reach out in case you had anything coming up. Happy to come and take a look at anything, no obligation.
[Your name]
Before heating or cooling season. Sent to customers who had a service last year and are likely due again.
Hi [name], just reaching out ahead of [season] — your [boiler/AC unit] is due for its annual service. I've got a few slots left in [month] before it gets busy. Want me to pencil one in?
[Your name]
When you want to fill slots quickly at the start of a busy period. Be honest about availability — don't invent urgency.
Hi [name], heading into [season] and I've got a handful of slots available in [month] before the diary fills up. If you've been thinking about [job type], now's a good time to get in. Just reply here and I'll check dates.
[Your name]
Autumn outreach to past plumbing customers about pipe lagging, boiler checks, and winter readiness before the cold hits.
Hi [name], just a heads-up as the cold weather's coming — it's worth checking your pipes are lagged and your boiler is serviced before winter. Happy to come and take a look if you'd like a once-over before the busy season kicks in.
[Your name]
For cleaning businesses reaching out to past customers ahead of spring. Works well for one-off deep cleans or restarting regular bookings.
Hi [name], hope you're well — just reaching out as we head into spring. A lot of my clients use this time of year to get a deep clean done or get back into a regular schedule. If that's something you'd like to look at, just let me know and I'll check my availability.
[Your name]
For posting on Facebook, local groups, or job boards. Describes the opportunity rather than the requirements.
We're looking for a motivated [trade] apprentice to join our small team in [area]. You don't need experience — just a genuine interest in the trade, good reliability, and a willingness to learn. We do mostly [type of work] and you'll be working alongside me on every job. Full training, [pay], and a long-term opportunity for the right person. Message me directly if you're interested.
[Your name], [Business name]
Sent to a new team member on their first day or the evening before. Sets the tone and makes them feel genuinely welcomed.
Hi [name], really glad you're joining us. We start at [time] — meet me at [location]. Wear [work clothes/uniform details] and bring your [any required documents/gear]. Any questions before tomorrow, just message me here. Looking forward to it.
[Your name]
When you need a reference for a new hire. Short, professional, gives the recipient an easy way to respond.
Hi [name], I'm considering taking on [candidate name] and they listed you as a reference. I just had a couple of quick questions about their reliability and quality of work — would you be happy to have a brief chat or reply here? Won't take long.
[Your name], [Business name]
When you need to address a performance or behaviour issue with a team member. Opens the conversation without escalating it.
Hi [name], can we find 10 minutes to talk this week — not urgent, just want to catch up on a couple of things. Nothing to worry about, I'd just rather talk in person than over message. When are you free?
[Your name]
For regular customers when you add a team member who will be visiting them. Avoids surprise and builds trust.
Hi [name], just a heads-up — I've recently taken on [new team member's name], who'll be helping out on jobs going forward. You may see them on their own sometimes. They're reliable and do great work — I'll make sure they're across everything for your place. Any questions, just let me know.
[Your name]
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