Customer Communication Templates for NZ Businesses [Copy and Paste]
Many problems in small businesses do not start with bad customers. They start with unclear communication.
In New Zealand, customers generally value politeness, fairness, and transparency. What they do not respond well to is vagueness, mixed messages, or uncertainty about expectations.
Below are practical, copy and paste communication templates you can use with customers. They are written in plain NZ English and designed to sound professional without being stiff or confrontational.
You can use these via text message, email, or messaging apps.
Booking Confirmation Template
Use this after a customer agrees to proceed.
Hi [Customer Name],Thanks for confirming. I have you booked in for:
• Job: [Brief description]
• Date: [Day, date]
• Time: [Time window]
Please ensure there is clear access to the site and that any required areas are ready before we arrive.
If anything changes, please let me know as soon as possible.
Thanks,
[Your Name]
[Business Name]
Late Arrival or Delay Template
Use this as soon as you know you will be running late.
Hi [Customer Name],Just a quick heads up that I am running about [X] minutes behind schedule due to [traffic / earlier job running over].
I now expect to arrive around [new time]. Thanks for your patience and I will see you shortly.
[Your Name]
Price Clarification Template
Use this when a customer questions your pricing.
Hi [Customer Name],I understand price is important. The quoted amount covers the full scope of work discussed, including materials, labour, and compliance where required.
I am happy to walk through the quote with you if you would like clarification on any part.
Thanks,
[Your Name]
Scope Change or Extra Work Template
Use this when additional work is requested.
Hi [Customer Name],I am happy to help with that. As this was not included in the original quote, it would be an additional cost of $[amount].
Please confirm if you would like me to proceed, or if you would prefer a separate quote before continuing.
Thanks,
[Your Name]
Payment Reminder Template (Friendly)
Use this before an invoice becomes overdue.
Hi [Customer Name],Just a friendly reminder that invoice #[Invoice Number] is due on [Due Date].
If you have already made payment, please ignore this message. Otherwise, payment details are included on the invoice.
Thanks,
[Your Name]
Boundary Setting Template
Use this when a customer is repeatedly late to respond, change scope, or ignore terms.
Hi [Customer Name],To keep things running smoothly, I just wanted to clarify that any changes to scope or timing need to be confirmed before work proceeds.
This helps ensure expectations are clear on both sides.
Thanks for understanding,
[Your Name]
Why Templates Matter
Using templates:
- Reduces emotional decision-making
- Keeps tone consistent
- Saves time
- Prevents misunderstandings
- Protects relationships
How to Use These Templates
- Save them in your phone notes
- Keep them in your email drafts
- Adjust wording slightly to match your voice
- Stay consistent across customers
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