Editable templates
Each message is written out in full, with the parts you change marked in square brackets.
Message kits
Eight messages, written in full and ready for your details.
A kit is a set of texts and notes, nothing more complicated than that. Below is every message type we prepare, the point of each one, and the wording you would be starting from.
All samples on this page are examples of editable text. Nothing is sent from this website.
Guidance notes
A short note for every message: what it is for, when it is normally sent, and what to check first.
An order to follow
A simple guide to the sequence, so a new member of staff can pick it up without asking.
Room to adjust
Wording you are free to shorten, soften or rewrite before you send it. Nothing in a template is fixed.
The eight message types
Every message, and the wording behind it.
Six of these follow the run of a normal booking. Two are kept for the days when plans move.
01Part of the run
Booking Confirmation
Sets out what has been booked, and when and where it takes place.
- When to use it
- Send it once a booking has been agreed, while the details are still fresh.
- Before you send
- Check the date, the start time and the address against your own booking record.
Sample template · editable text
Hi [Client Name], your [Service] booking with [Business Name] is confirmed for [Date] at [Time]. We will be at [Location]. If the time or the place needs changing, reply to this message and we will sort it out. Thank you.
[Client Name][Service][Business Name][Date][Time][Location]
02Part of the run
Preparation Instructions
Explains what the client needs to do or have ready before the appointment.
- When to use it
- Send it after the confirmation, with enough time for the client to act on it.
- Before you send
- Keep the steps to the ones that genuinely apply to this booking. Remove any that do not.
Sample template · editable text
Hi [Client Name], we are looking forward to your [Service] on [Date] at [Time]. To help things run to time, please [Preparation Step] beforehand and have [Item to Bring] ready at [Location]. If anything is unclear, reply here and we will talk it through. Thank you, [Business Name].
[Client Name][Service][Date][Time][Preparation Step][Item to Bring][Location][Business Name]
03Part of the run
Appointment Reminder
A short note ahead of the visit, so the appointment is not a surprise.
- When to use it
- Send it a day or two before, at whatever notice suits your work.
- Before you send
- Make sure the wording matches how far ahead you are sending it.
Sample template · editable text
Hi [Client Name], a short reminder that your [Service] appointment with [Business Name] is on [Date] at [Time], at [Location]. There is no need to reply if everything still suits you. If you would like a different time, let us know and we will look at what is free.
[Client Name][Service][Business Name][Date][Time][Location]
04Part of the run
Missing Information Request
Asks for the one detail you still need in order to prepare the service.
- When to use it
- Send it when something is outstanding, and ask for one thing at a time.
- Before you send
- Name the missing detail plainly, and ask for it only if you really need it.
Sample template · editable text
Hi [Client Name], we are getting ready for your [Service] on [Date] at [Time]. Could you let us know [Missing Detail]? That is the last thing we need in order to prepare. Thank you, [Business Name].
[Client Name][Service][Date][Time][Missing Detail][Business Name]
05When plans move
Rescheduling Note
Offers a new time and confirms it once the client has agreed.
- When to use it
- Use it when either side needs to move an appointment.
- Before you send
- Any notice period or condition must come from your own rescheduling rules, not from the template.
Sample template · editable text
Hi [Client Name], following your message, your [Service] appointment with [Business Name] has been moved to [Date] at [Time], at [Location]. Please confirm that the new time works for you. Everything else about the booking stays the same.
[Client Name][Service][Business Name][Date][Time][Location]
06When plans move
Late Arrival Message
Says that a start time has slipped and agrees what happens next.
- When to use it
- Use it as soon as you know the timing has changed, in either direction.
- Before you send
- Give a realistic new time. Add your own policy wording only if you have one.
Sample template · editable text
Hi [Client Name], we are running about [Delay] behind for your [Service] today. We now expect to start at [Time] at [Location]. If that no longer works for you, tell us and we will arrange another time. With apologies, [Business Name].
[Client Name][Delay][Service][Time][Location][Business Name]
07Part of the run
After-Appointment Follow-Up
Sets out the next steps that your business has decided on.
- When to use it
- Send it after the appointment, once you know what happens next.
- Before you send
- The next step has to be something you actually offer. The template leaves that line to you.
Sample template · editable text
Hi [Client Name], thank you for your [Service] appointment with [Business Name] on [Date]. The next step is [Next Step]. If you have any questions about it, reply here and we will help.
[Client Name][Service][Business Name][Date][Next Step]
08Part of the run
Thank-You Message
A short, warm close to the booking.
- When to use it
- Send it on its own, or fold it into the follow-up.
- Before you send
- Keep it brief. A thank-you note is not the place for an offer.
Sample template · editable text
Hi [Client Name], thank you for choosing [Business Name] for your [Service] on [Date]. It was good to work with you at [Location]. If you would like to book again, send us a message whenever it suits. Best wishes, [Business Name].
[Client Name][Business Name][Service][Date][Location]
Editable fields
Square brackets mark the parts you change.
Six fields turn up in almost every message. Others appear only where a message needs them, such as the detail you are missing or the step that comes next.
[Client Name][Business Name][Service][Date][Time][Location]
Replace every bracket before sending. If a field does not apply to a booking, take the sentence out rather than leaving it half filled.
What a kit does not do
- Sending. Messages go out from you, through the channels you already use.
- A calendar or a booking system. A kit holds no appointments and no client records.
- Client contact lists. We neither ask for them nor store them.
- Automation, gateways, dashboards or reporting of any kind.
The exact contents of an order, the file format and the terms are agreed with you first. [Kit contents and file formats to be confirmed] · [Pricing information to be added]
Want the same messages in your own words?
Tell us what you offer and how a booking usually runs. We will explain what tailoring would change, and what it would leave alone.