If you answer the same question weekly, write it once.
WHAT TO TEMPLATE
Answers to common questions Quotation and pricing replies Order confirmations and dispatch notices Payment reminders Appointment confirmations Onboarding information for new customers
WHERE TO KEEP THEM
Most mail clients support saved replies, templates or signatures that can hold a block of text. Alternatively keep a document and paste from it.
USING THEM WELL
Always personalise the opening line. A template that reads as a template annoys people. Delete anything that does not apply to this recipient. Review templates periodically; prices, links and procedures change, and a template quoting last year's price is worse than no template.
THE BENEFIT
Consistency, speed, and the ability to hand the work to a colleague without quality dropping.
A CAUTION
Templates encourage answering the question you expected rather than the one asked. Read the message properly first.
