Booking rejections - email templates
Declining to take on a customer
A customer whose history shows Fergies is not the right fit. Three tones from polite and warm through to a firm close.
3 tones→
Declining to take on a customer
Booking Rejections · FOH Manager or owner only · Review carefully before sending
When to use: A customer contacts you requesting work or a quote and their previous visit history shows a pattern that makes clear Fergies is not the right fit. Replace all [placeholders] before sending.
Polite parting of ways - Warm and honest. Acknowledges the mismatch directly, reinforces the Fergies standard and gently points them elsewhere. Best used when the customer has been respectful but is clearly not aligned with the Fergies approach.
Subject line
Thank you for your enquiry
Email body
Hi [CUSTNAME],
Thank you for getting in touch and for considering us for your vehicle.
Having looked back at your previous visits, we feel it’s only fair to be straightforward with you. It’s clear that our approach, the way we work and the level of investment we put into every job isn’t quite the right fit for what you’re looking for, and we’d hate for you to feel you weren’t getting the value you expected from us.
On this occasion we won’t be providing a quote or taking the work on, and we wanted to let you know that openly rather than leave you waiting.
At Fergies, we follow the manufacturer’s workshop manual to the letter, use only genuine diagnostic tools and fit genuine or OE quality parts. That level of care does come at a cost, and we completely understand it isn’t the right choice for everyone. There are some excellent independent garages and main dealers locally who may suit your requirements better, and we’d genuinely encourage you to explore those options.
We want to thank you sincerely for the time you’ve spent with us, and we wish you all the very best with your vehicle going forward.
Capacity and fit angle - Frames the decision around the way the business is structured rather than the customer’s behaviour. Honest and direct without being unkind. Best used when you want to close the door firmly but leave the customer feeling respected rather than criticised.
Subject line
Thank you for thinking of us
Email body
Hi [CUSTNAME],
Thank you for getting back in touch.
We really appreciate you considering Fergies again, and we’ve given this some careful thought after your previous visits before replying. On this occasion we’ve taken the decision not to quote for the work or carry it out, and we wanted to be upfront with you rather than keep things going back and forth.
We’ve structured the business around looking after a smaller number of customers really thoroughly, and on reflection our approach, prices and the way we work clearly haven’t been the right match previously. It wouldn’t be fair on either side to keep taking up your time when there are garages out there who would suit what you’re looking for far better.
We genuinely wish you all the best with your vehicle, and thank you again for thinking of us.
Soft close, clear no - Gentle in tone but unambiguous in outcome. Explains briefly why the business is structured around long-term fit and closes without drama. Best used when you want the softest possible landing while still being completely clear.
Subject line
Following up on your enquiry
Email body
Hi [CUSTNAME],
Thank you for getting in touch again regarding your vehicle.
Having reflected after your previous visits, we feel we should be upfront with you. On this occasion we won’t be providing a quote or taking the work on, and we wanted to tell you that clearly rather than leave you waiting on a response.
Quoting work properly takes our team a fair bit of time, as everything is researched and priced against the manufacturer’s specification, and on reflection it doesn’t feel as though we’re quite the right garage for you. We pride ourselves on building long-term relationships with our customers, and we’ve found that works best when there’s a good fit on both sides from the outset.
We wish you all the very best with your vehicle going forward.