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Nuts & Bolts: Custom Request Message Examples

December 4, 2012
by

To continue our theme about Custom Requests, I thought it would be helpful if I made letter templates available to those who may not have much customer service experience. These letters will help you communicate more effectively with shoppers when they make requests.

On Doreen’s post yesterday about Custom Requests, she shared a message she has set up in her Custom Request module. Be sure to read her post as it has a lot of excellent information in it. I’ll reproduce her module message below to keep all these resources in one place for ease of use.

I’m also including ways to tell shoppers “no thanks” so I think this will be useful to many artists. You’ll find the templates below. Feel free to tweak to suit yourself, and please don’t forget to fill in the blanks with the appropriate information. If there are message examples you’d like to see here, please let me know and I’ll add them.

Setting Custom Request Module

When a shopper wants to contact you, the Custom Request module message is the first message they see. A good first impression is important. The message should be changed if you are unavailable to do timely work for some reason.

Custom Request Module – Message to Shoppers

Thank you for your interest in my custom cards. I will get back to you within 24 hours except during weekends and holidays when it may take a little longer. PLEASE NOTE: I may be getting in touch with you via my personal email – johndoe@xyz.com – so check your spam folder if you haven’t heard  from me in 24 hours. Regards, Your Name

Custom Request Module – On Vacation/Unavailable

Thank you for your interest in my custom cards. I am currently on vacation and not accepting custom requests at this time. I will return on __________. Regards, Your Name

OR

Thank you for your interest in my custom cards. I am unable to accept custom requests at this time, but will be available for requests after __________. Regards, Your Name

(NOTE: You can also turn off the Custom Request module when you go on vacation, go into the hospital, or are otherwise temporarily unable to accept custom requests. I recommend doing this to avoid any confusion).

Custom Requests – Accepting/Rejecting Request

When communicating with a shopper and accepting their request, it’s important to repeat the details back to them. This way, you avoid doing the work only to have the shopper tell you that isn’t what they wanted. Miscommunication and misunderstandings lead to wasted time and effort (and frustration). Always use the shopper’s name to create rapport, and never, ever be impolite. Good customer service is important.

Accepting Request

Hello, __________, I’m happy to make the changes you requested to card PID# __________. Just to be certain I understand your needs, you’d like me to __________. If this is correct, please get back in touch with me to verify and I’ll begin working on your card right away. Thanks and have a great day. Regards, Your Name

Accepting Request/New Card

(NOTE: Sometimes, the changes a customer wants to make on a card are so extensive, it becomes a new design. This message is used if that is the case and you still want to do the work, but it will take longer to complete.)

I’m very sorry, __________, however your request to __________ on card PID# __________ constitutes a brand new design. Creating your special, one of a kind card will take __________ to complete. If this is acceptable, please let me know and I’ll begin work right away. Regards, Your Name

Notification of Completed Card

(Be sure you give the customer a link they can simply click and go straight to the card to purchase.)

Hello, __________. I wanted to let you know that your custom card is ready and you can find it here: __________. If you have any questions, please get in touch with me. Thank you again for choosing my cards on Greeting Card Universe. Should you need custom cards in the future, I’m always happy to help. Regards, Your Name

Customer Wants Further Changes to Completed Card – Accept

Hello, __________. I received your request to make additional changes to card PID#__________. I just want to verify that I understand your needs. You want me to __________. If this is correct, please get back in touch with me and I’ll make the changes as soon as possible. Thanks and have a great day. Regards, Your Name

Customer Wants Further Changes to Completed Card – Reject

Hello, __________. I received your request for additional changes to card PID# __________, however I’m not able to make any further alterations to your special design. My apologies for the inconvenience. Since the card I created no longer fits your needs, perhaps another artist’s card would better suit. Again, my apologies, and have a great day. Sincerest Regards, Your Name

Rejecting Request/No Thanks

I’m very sorry, __________, but unfortunately, at this time I’m unable to accept your request to make changes to card PID# __________. Perhaps another artist’s card would better suit your needs. Again, my apologies, and have a great day. Sincerest Regards, Your Name

Rejecting Request/Minimum Card Order

I’m very sorry, __________, however at this time, I can only fulfill custom requests on orders of _________ or more cards, so perhaps another artist’s card may better suit your needs. If you intend to order the minimum amount, please let me know and I’ll be happy to make your special design. Thanks and have a great day. Regards, Your Name

Rejecting Request for Inside Verse Change

Hello, __________. While I welcome custom requests, you can easily change the inside verse of any card on Greeting Card Universe. During the card purchasing process, simply use the Personalize Inside button or click the pencil icon, and follow the steps. If you have further questions about ordering cards, please contact Customer Service at 877-347-6784 (M-F 8am to 6pm PST). Thanks and gave a great day. Regards, Your Name

Accepting Request for Inside Verse Change

Hello, __________. While I welcome custom requests, you can easily change the inside verse of any card on Greeting Card Universe. During the card purchasing process, simply use the Personalize Inside button or click the pencil icon, and follow the steps. If you’re unable to make the changes yourself, I’ll be happy to do it for you. You want the message on the inside to read: __________. If this is correct, please verify by getting back in touch with me. I’ll do the work within __________ and contact you when your custom card is ready. Thanks and have a great day. Regards, Your Name

 

3 Comments leave one →
  1. Kati Cheldelin permalink
    December 4, 2012 5:08 pm

    Thanks Corrie and Doreen. Very helpful information. Would just like to add that I often send the customer to my private gallery to view the card instead of directly to the card page. I think it makes them more aware that we are independent artists with stores on the web site. A few times, I have also been lucky to sell an extra card to the customer as a result of their seeing other cards in my private gallery. One time it was 30 graduation cards.

    I usually include the following in my reply to customer:
    Your custom card is ready to view in my private gallery on the Greeting Card Universe site. Here is the link to my private gallery: (link). Your card is the first one on my gallery page. Just click on your card and you will be taken to your main card page where you may choose to personalize the inside verse and purchase your card. You may also choose the type of finish for your card: matte or glossy.

    Happy day,
    Kati
    Anura Design Studio

  2. December 4, 2012 7:57 pm

    Very useful information indeed, thank you Corrie and Doreen, and Kati as well 🙂

  3. December 6, 2012 10:29 am

    Thank you ladies, very useful indeed. I also post the card in my private gallery.

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