Before sending
Confirm:
- The customer asked about or received this specific work.
- The message uses the current scope and price.
- The channel and timing match the customer’s consent and applicable rules.
- Another staff member has not already answered.
- The message has one clear next step.
- Any availability statement is currently true.
- A reply, decline, or opt-out will stop the remaining sequence.
Confirm quote delivery
Hi [first name], this is [staff name] with [shop]. I sent the estimate for [vehicle or project]. Did it reach you, and is there anything in the scope you want me to explain?
Use this when delivery or understanding is the actual question. Do not combine it with a discount or invented deadline.
Clarify package or film options
Hi [first name], the two options on your estimate differ mainly in [specific difference]. If your priority is [stated customer priority], I can explain how each option approaches that before you decide.
Do not turn a clarification into a universal product-performance claim. Use manufacturer documentation for technical specifications.
Request missing vehicle information
To finish the estimate, I still need [year/make/model, requested windows, removal condition, or photo]. You can reply here with [specific item]. I’ll update the scope after our team reviews it.
Ask only for what changes the next decision.
Request rough flat-glass intake
To prepare the next step, please send a photo of each window area and rough width × height with the unit included. We’ll treat those as intake details until our team reviews the scope and confirms whether field verification is needed.
Never describe customer measurements as final when specification, price, or installation depends on staff verification.
Move an accepted quote toward scheduling
Hi [first name], your [vehicle or project] scope is ready for scheduling. Would you prefer [real option A] or [real option B]? I’ll confirm the appointment after you choose.
Offer only slots the calendar can support. If the shop does not hold a time during the conversation, say so plainly.
Check changed timing
Hi [first name], you had asked about [timeframe]. Is that still your target, or would a later follow-up be more useful? I can update our next step either way.
This gives the customer an easy, low-pressure correction.
Follow up after another approver is involved
Hi [first name], you mentioned [approver or team] also needs to review the proposal. Would [agreed date] still be a useful time for me to check in, or should we move it?
Do not contact other people unless the customer has authorized that handoff and supplied an appropriate channel.
Close an unanswered sequence
Hi [first name], I’m closing the open follow-up for [vehicle or project] so we don’t keep contacting you. If you want to revisit it later, reply here and we can review the current scope and availability.
Closing the follow-up does not require deleting the customer or quote history. It means no further contact is scheduled.
Confirm a decline
Thanks for letting me know. I’ve closed the follow-up for this estimate. If your scope or timing changes later, we can review a new request then.
Do not argue with the reason or immediately offer an unplanned discount.
Acknowledge an opt-out
Use the exact process required by your messaging provider and applicable rules. The operational requirement is simple: record the opt-out promptly and prevent another staff member or automation from restarting promotional or follow-up contact improperly.
Internal handoff note
Outcome: [scheduled / deciding / waiting on information / declined / closed]
Customer’s current question: [one sentence]
Shop’s next action: [specific action or none]
Owner and due date: [person, date]
Stop reason, if closed: [reason]
A clean internal note is often more valuable than sending another external message.
TEMPLATE RULE
A template supplies structure, not truth. The sender remains responsible for consent, timing, customer context, and every claim inserted into the message.