5 Must-Have E-mail Scripts for Your Business
If you're like me, you're doing it all. Business manager, billing manager, salesperson, customer service, and designer. There's hardly enough time to complete your work when running your business gets in the way (have you heard that before?).
It's crucial that you automate everything you can. Anything that can be made more efficient will help you spend time where you need it most, instead of repeating tasks.
One of the most time-consuming aspects of having a business is answering clients, usually via e-mail. Most clients are asking questions you already frequently answer, so why not save time by having prepared scripts for your most common e-mail responses?
Here are some scripts to have prepared, and a sample you can use below each one.
Estimates and New Clients
These scripts address questions and ease fears of new customers. Assure them your services will help them solve their problems, and don't talk too much about yourself. This can be an ongoing string of e-mails with more questions, and you should be prepared with answers as well as a follow-up script to check in if you haven't heard from a client after an initial estimate or proposal.
When a potential client reaches out to you for an estimate, in addition to your estimate/proposal you should include a short and sweet e-mail script as well.
[Company Name] would be honored to work with you on your next project. We offer all kinds of [services] to meet your specific needs. Customer satisfaction and the best value is our top priority.
If you’re ready to start your project today, please sign the attached proposal/contract, and do not hesitate to reach out if you have any questions. We look forward to working with you on your next project.
Be sure to have a script ready to explain your process, timeline, delivery, and billing. Billing can be as simple as:
The Script [Company Name] bills on the 1st and 15th of each month. A 50% deposit is due at the start of the project, along with a signed contract. Payment is accepted via credit card, check, or PayPal. The remainder is due within 15 days of the final invoice. Early payments are also accepted.
Scope Change or Scope Creep
It's not uncommon for the scope of a project to change partway through the process. Many clients (some unknowingly) will begin to ask for tweaks to services that can become out-of-hand. It's important to have not only a record of their original description or estimate, but a script ready to address this issue to protect yourself.
Completing the new tasks you've requested would mean changing the scope of the project, and since we are beyond the design approval phase, there will be an additional fee of [X amount] to amend the project. I’m happy to make these changes for you, so if you’d like to proceed I’ll send an updated estimate [or invoice] for work. Or, if this layout change is not essential, we can stick to the original scope. Let me know either way.
Distribution of Product
Depending on the type of product or service you offer, you'll need a script for clients to mark the release of your duties and passing on of any files or products. Not only is this necessary, but it can also be beneficial to remind your client of other needs you can help with in the future, ask for referrals, or gain testimonials. In addition, it's good business to keep records of when the business ended between you and the client and list any "fine print." This could include social media restrictions, reproduction rules, or copyright information. Although this information should be included in a signed contract, it doesn't hurt to repeat a summary in the e-mail!
Your services are now complete. Any further support needed will fall under ongoing support services and be charged at an hourly rate. Brand new services will require a new estimate and deposit.
[For a business providing files: Upon approval, you will be provided appropriate high-resolution, print-ready files. Before final approval, please note the following; The final examination for accuracy is the client's responsibility. Before giving approval, please examine all proofs carefully for the accuracy of information presented, as well as spelling, punctuation, numbers, and trademarks. Watermarks (if applicable) will be removed upon final payment, and original vector files will be provided.]
Please let me know if you have any questions or concerns, and if you need any other services or products.
At the bottom of my email, I also include a request for referrals and testimonies. It's important to offer your client a discount for helping to promote your business.
I appreciate nothing more than a referral to a friend or a testimony to share. Let me know what we can do better, why you loved working with [Company Name], or how I’ve helped your business grow. Don’t forget, you can receive 10% off of your next design project by referring a friend to us!
Nothing is worse than chasing a client down for a late payment. If you are able to withhold products until payment is received, it can be a little easier. But inevitably, unless you accept payment up front you will have spent some time that you've yet to be reimbursed for when a payment is late. Don't spend anymore time on late-paying clients by hand-typing e-mails. Find a script (or a series of scripts for those super late-paying clients) that works for you.
I start simple, friendly, and direct. I give clients the benefit of the doubt that they've forgotten, and don't bombard them with e-mails.
You have an unpaid invoice balance of [X amount] that was due [date]. It is now overdue. To avoid any late payment penalties, please make your payment right away. Thank you.
My late fees don't start until 15 days after an invoice is overdue, which gives the client a grace period. After this grace period and a friendly reminder, another e-mail goes out.
Your invoice balance is still unpaid as of [date]. Payment was due [date], and as a result you will be charged [X amount] in penalties. An updated invoice is [attached or available on the web address provided]. Please make your payment right away to avoid further penalties.
It's important to reiterate these dates within e-mails for your records (or collection/court records if necessary). If you use a collections company, you can use a final script to warn of the account being handed over the collections company on a certain date. Don't forget to check the rules and laws regarding collections and late fees in your state.
Bonus: Checking In After Services
After you've completed services with a client, it's important to follow up. No one wants to feel like once a business has their money they are no where to be found for follow-up services. You should have scripts ready to follow up with your clients and offer services they may be needing. For my clients who have received a logo, my script asks if they are ready for a website. For website clients, I ask if they need any updates or additions. These can even be set on an automation through your e-marketing service.
Just checking in to see how things are going with your new [product]. Please don't hesitate to ask if you have any questions regarding your [products or services] or are in need of anything else. Many of my clients who have received [same product as this client] have been requesting [another service], so I thought of you and wanted to check in to see if you were ready for any other services. Hope all is well!
These are just a few important scripts of mine, but I have probably 20 ready to go for each individual inquiry to help me save time. What other scripts do you find necessary for your business? Comment below and let me know your thoughts!