Customers who know what's happening trust you more and call you less. This is the set of emails a well-run job sends, adapted from the system I built for a restoration company.
What's inside
- Pre-job: confirmation, day-before reminder, what to expect
- Mid-job: progress update and delay notice
- Post-job: thank you, care instructions, 30-day check-in
- Customer education and four seasonal reminders
Before the job
Booking confirmation
Subject: You're on the schedule: [date]
Hi [Name], You're booked for [service] on [date], with arrival between [window]. [Tech name] will be your point of contact. To help us get started: [access, parking, pets, anything to clear]. Questions before then? Reply here or call [phone]. [Business]
Day-before reminder
Hi [Name], a reminder that [Business] is scheduled for tomorrow, [date], between [window]. Reply C to confirm or call [phone] if anything changed.
What to expect
Subject: What to expect from your [service] visit
Hi [Name], Here's how tomorrow will go: 1. [Tech name] arrives and walks the job with you. 2. We'll confirm the scope and price before starting. 3. Work takes about [duration]. 4. Before we leave, we'll review the result with you. Nothing you need to prepare except [item]. [Business]
During the job
Progress update
Subject: Update on your [job]
Hi [Name], A quick update on [job]: [what's done]. Next up is [what's next], expected [date]. No action needed from you. I'll check in again [when]. [Your name]
Delay notice
Subject: A change to your [job] schedule
Hi [Name], I want you to hear this from me directly: [job] will now finish on [new date] instead of [old date], because [honest reason]. Here's what we're doing about it: [action]. I'm sorry for the inconvenience, and I'm available at [phone] if you'd like to talk it through. [Your name]
After the job
Thank you and wrap-up
Subject: Thank you from [Business]
Hi [Name], Thank you for letting us work on [job]. A summary of what we did is attached. Your invoice is [attached / already paid]. If anything doesn't look right in the next few days, reply here and we'll take care of it. [Your name] [Business]
Care instructions
Subject: How to care for your [result]
Hi [Name], To keep your [result] looking and working its best: - [Tip one: what to do] - [Tip two: what to avoid] - [Tip three: how often to maintain it] If you notice [warning sign], call us at [phone] before it becomes a bigger problem. [Business]
30-day check-in
Hi [Name], it's [Your name] at [Business]. It's been about a month since [job]. Everything still holding up the way you expected?
Customer education
A short, useful email twice a year does more for repeat work than any promotion.
Maintenance tip email
Subject: One thing worth checking this [season]
Hi [Name], One quick thing most homeowners miss: [simple, useful tip]. Here's how to check it in five minutes: [steps]. If it looks like [problem sign], that's when to call. Happy to help if you'd rather not do it yourself. [Your name] [Business]
Seasonal reminders
Adjust the service to your trade. The examples lean toward HVAC and plumbing, but the shape works for cleaning, restoration, and most service work.
Spring: tune-up
Subject: Get ahead of the cooling season
Hi [Name], Spring is the easiest time to have your [system] checked, before the first hot week fills everyone's schedule. A tune-up takes about [time] and catches small problems while they're still cheap. Book yours: [link or phone] [Business]
Summer: check-in
Hi [Name], [Business] here. A reminder that we're running summer [service] visits this month. Want us to put you on the schedule?
Fall: heating prep
Subject: Is your heating ready for the first cold snap?
Hi [Name], Before temperatures drop, it's worth a [service], such as a [filter change / system check / water heater flush]. It's quick, and it's far easier than an emergency call in January. Book a time: [link or phone] [Business]
Winter: protect the pipes
Subject: A few steps before the next deep freeze
Hi [Name], If a hard freeze is in the forecast, three things help: [tip one], [tip two], and [tip three]. If you ever see [warning sign], call us right away at [phone]. Stay warm, [Business]
Texting customers? Make sure you have their permission to text them and that you honor opt-outs. The rules vary, so check them for your situation. These templates assume you already have that.