The reply that costs you a customer

Customers rarely leave because a problem was hard. They leave because the reply made them feel like a case number. Three replies do more damage than any bug.

1. "As per our previous email"

It implies the customer did not read something they did read. It also asks them to go find it. Restate the relevant sentence in one line instead — it takes ten seconds and removes the accusation.

2. "This is not possible"

Almost never true and always final. The version that keeps the customer is "that specific thing is not possible; here are two alternatives and what each costs you". One closes a door, the other opens two.

3. "Kindly do the needful"

Or any phrasing that hides who does what by when. Replace with a person, an action and a date: "Ana will resend the invoice on Thursday."

The common thread

All three move effort back onto the customer. The replies that keep people move effort back onto you, even when the answer is no.

A cheap test

Read the last ten replies you sent. For each, ask: does this end with the customer doing work they did not ask for? Every "yes" is a small exit.

Reply templates · the complete guide

Free for the first 3 seats. onsitesai.com

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