Messages for hard customer conversations

Sorry to hear that, [first name]. Let's get it looked at. I can have someone out [slot 1] or [slot 2]. If it's related to the work we did, there's no charge for the visit. [Match this to your actual warranty terms.]

Tip: Match the "no charge" line to your actual warranty terms.

[First name], I'm sorry. I can tell this has been frustrating. I want to understand exactly what happened. Can I call you at [time] today, or is there a better time?

Tip: Move upset customers from text to a call quickly. Then send a written summary of what you agreed.

Thanks for talking with me, [first name]. To confirm what we agreed: [1-2 lines, e.g. "We'll come back Thursday 8-10 to replace the valve at no charge. If the leak is from something unrelated, I'll call you before doing any extra work."] Let me know if I missed anything.

[First name], you're right that this didn't go the way it should have. We'll refund [$ / the full amount] to [payment method]. You should see it within [timeframe]. I'm sorry for the trouble.

[First name], I understand why you're asking. I can't refund the [job] because [short honest reason, e.g. "the repair is working and the issue is a separate part"]. What I can do is [alternative, e.g. "take [$] off the new repair" / "send someone out at no charge to check it again"]. Would that help?

Thanks for thinking of us, [first name]. This one isn't a good fit for us. [Optional reason: "We don't do [type of work]."] [Optional: "I'd suggest calling [referral]."] Sorry we can't help this time.

[First name], after thinking it over, I don't think we're the right fit for your future work. I'll finish [current job / anything owed] as agreed. For anything after that, [referral or "I'd recommend finding another provider"]. I wish you the best.

Hi [first name], a quick heads-up: starting [date], our [service] price will go from [$] to [$] because [honest reason, e.g. "parts and fuel costs have gone up"]. Anything booked before [date] stays at the current price. Thanks for sticking with us.

Tip: Give a date and an honest reason, and honor anything already booked.

I need to reply to this message from a customer: [paste]. Here's the situation: [your side]. What I'm willing to do: [options]. Using my Voice Card, write a calm reply under 100 words that offers a call. Then write a 2-line summary of what NOT to say.