CUSTOMER MESSAGES
Booking reminder templates that give customers the right details
Three ready-to-adapt messages, what to check before sending, and how to avoid reminding someone about a booking that has changed.
Make the reminder useful in one glance
A booking reminder has a small job: help the customer recognise the appointment, arrive prepared and know how to contact you. A long promotional message can bury the only detail they were looking for. Start with their name, the service, a full date, the time and the location. Finish with your business name and direct contact details.
Use a full date for a message that may be read later. ‘Tomorrow’ is helpful beside ‘Tuesday 15 September’, but not as a replacement for it. Include the time zone when a remote appointment could involve someone elsewhere. Only mention a payment amount or preparation requirement when you have checked it against the agreed booking.
- Check the booking is confirmed and has not been cancelled or moved.
- Use the customer’s current contact details and preferred channel.
- Say whether you will visit them or they should come to you.
- Give one clear contact route for changes. A reminder is not a new booking confirmation.
24 hours before: confirm the plan
Hi [first name], a reminder of your [service] with [business] on [day, date] at [time], at [location]. [One useful preparation instruction, if needed.] If anything has changed, please contact us directly on [phone or email]. Thank you, [business].
For a mobile valeter, the preparation line might be ‘Please have the keys available when I arrive.’ A tutor might include the agreed meeting link. A cleaner might ask the customer to follow an access arrangement already discussed. Do not introduce new conditions, unexpected charges or a different arrival window in a last-minute reminder.
One hour before: keep it short
Hi [first name], your [service] with [business] is at [time] today at [location]. Need to contact us? Call [phone]. See you soon.
Send a one-hour message when it helps the customer act. For example, they may need to unlock a gate or prepare for an online appointment. If a 24-hour reminder already covers everything, another message may add little. Avoid sending the same reminder manually when an automatic reminder has just gone out.
When the booking has moved
Hi [first name], your [service] with [business] is now confirmed for [new day, date] at [new time], at [location]. This replaces the previous booking time. Please contact [phone or email] if you need help. Thank you, [business].
Update the booking before sending this message, then check any reminder attached to the old time. If you are only proposing an alternative, say ‘Would this time work for you?’ instead of saying it is confirmed. The customer should never have to choose between two conflicting messages.
What to check before pressing Send
Read the message as if you were the customer. Remove unused placeholders, check the date and phone number, and make sure the address belongs to this appointment. Keep personal information limited to what is needed for the visit. A reminder should not expose private notes or information about another customer.
In Workloop, booking email reminders can be managed under the business’s customer-message settings. The WhatsApp reminder action prepares a message for you to review in WhatsApp; you still press Send there. Opening a prepared message does not prove it was sent or delivered. Workloop is available on Google Play in the UK; iPhone access is coming later.