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COVID-19
Client Communication

Tips & templates on using ServiceM8's communication features to help protect your team, reassure customers of the COVID-19 precautions you’re taking, and keep jobs running as smoothly as possible.

COVID-19 Tips Home

Include a note in your Email & SMS templates

Consider adding a short note to your email templates to assure customers you’re aware of COVID-19 and taking measures. Enquiry, quoting & scheduling-related templates used early in customer contact and prior to attending job sites are a good place to start. For example:

Please be assured that as a business, we’re taking COVID-19 precautions to protect our customers and staff. If anyone at the job address is experiencing possible or confirmed COVID-19 symptoms, or are self-isolating due to possible exposure, please get in touch before we attend to discuss the best arrangements. You can reply to this message or phone {location.phone_1}.

Note that by activating Two Way SMS, customers can reply to texts you send out of ServiceM8. Client replies are automatically saved to the relevant job’s Diary, in both the ServiceM8 app & Online Dashboard, where they can be viewed and responded to.

Some ideas of the templates you may wish to edit or create:

  • Quote emails & texts
  • Booking confirmation emails & texts
  • Automated booking reminder emails & texts (Automation Add-on)
  • Automated quote follow-up emails & texts (Automation Add-on)

Sample Templates:

SMS Template:

Please find your {vendor.name} quote attached for {job.total_price}{document}
If you are unable to open the quote please call our office on {location.phone_1} and quote job #{job.generated_job_id}
Please also be assured that we are taking COVID-19 precautions to protect our customers and staff.

Email Template:

Dear {job.contact_first},

Thank you for your enquiry, we are pleased to provide you with the attached quote.

Total cost: {job.total_price}

View and accept your quote online here: {document}

COVID-19: Please be assured that as a business, we’re taking COVID-19 precautions to protect our customers and staff. If anyone at the job address is experiencing possible or confirmed COVID-19 symptoms, or are self-isolating due to possible exposure, please get in touch before we attend to discuss the best arrangements. You can reply to this message or phone {location.phone_1}.

SMS Template:

Hi {recipient_first}, just confirming your {vendor.name} booking for {job.next_booking_date} at {job.next_booking_time}.Be assured we are taking COVID-19 precautions. If you have COVID-19 symptoms, or are self-isolating due to possible exposure, please reply or call {location.phone_1} ASAP.

Email Template:

Hi {recipient_first},

Just a quick reminder your {vendor.name} booking is confirmed for {job.next_booking_date} at {job.next_booking_time}.

COVID-19: Please be assured that as a business, we’re taking COVID-19 precautions to protect our customers and staff. If anyone at the job address is experiencing possible or confirmed COVID-19 symptoms, or are self-isolating due to possible exposure, please get in touch before we attend to discuss the best arrangements.

You can reply to this message or phone {location.phone_1}.

SMS Template:

Hi {recipient_first}, just a reminder your {vendor.name} booking is confirmed for {booking_date} at {booking_time}.
Be assured we are taking COVID-19 precautions. If you have COVID-19 symptoms, or are self-isolating due to possible exposure, please reply or call {location.phone_1} ASAP.

Email Template:

Hi {recipient_first},

Just a quick reminder your {vendor.name} booking is confirmed for {booking_date} at {booking_time}.

Please be assured that as a business, we’re taking COVID-19 precautions to protect our customers and staff. If anyone at the job address is experiencing possible or confirmed COVID-19 symptoms, or are self-isolating due to possible exposure, please get in touch before we attend to discuss the best arrangements.

You can reply to this message or phone {location.phone_1}.

SMS Template:

Hi {job.contact_first}, just following up on {vendor.name} quote #{job.generated_job_id} for {job.total_price}. If you have any questions, please call us on {location.phone_1} or tap the link to reply.
View quote online: {document}
Be assured we are taking COVID-19 precautions to protect our clients and staff.

Email Template:

Hi {job.contact_first},

We recently sent Quote #{job.generated_job_id} for {job.total_price} and haven’t yet heard back from you. If you have any questions about the quote, or if you’d like to go ahead with the work, please let us know by replying to this email!

You can also view and accept your quote online here: {document}

COVID-19: Please be assured that as a business, we’re taking COVID-19 precautions to protect our customers and staff. If anyone at the job address is experiencing possible or confirmed COVID-19 symptoms, or are self-isolating due to possible exposure, please get in touch before we attend to discuss the best arrangements. You can reply to this message or phone {location.phone_1}.

Include a note in your On-the-Way texts

ServiceM8’s On-the-Way texts, which notify the client that you’re en-route to their job, are a great customer service touch — the texts advise which staff member is on the way and include an auto-calculated Estimated Time of Arrival.

But, did you know that the wording of this template can be customised? So, you could add a short note advising that your business is taking COVID-19 precautions, and that the customer should get in touch immediately if they’re self-isolating for COVID-19 reasons.

For Example:

Hello {job.contact_first}.
This is a courtesy message to let you know {staff.first} from {vendor.name} is on the way {and_will_be_arriving_in_approximately_x_minutes}. Please call {staff.mobile} if you cannot be there.
Be assured we are taking COVID-19 precautions. If you are experiencing COVID-19 symptoms, or are self-isolating due to possible exposure, please call {staff.mobile} now.

While it wouldn’t be ideal to cancel a booking while a team member’s on the way, it’s a timely last-minute measure, and will provide additional assurance to customers.

Resources:

Consider a PDF overview of COVID-19 measures

To provide clients more detailed assurance around what measures you’re taking as a business to protect customers & staff, and combat the spread of COVID-19, you could create a PDF document breaking down the precautions you’re taking, and how your team will be interacting with customers, homes & premises.

You can then add this PDF to various Job Templates, meaning it will be available to add as an attachment when emailing a client from their job card, both in the ServiceM8 app & online dashboard:

Send an email update to all customers

Keep in mind you can send email campaigns to your clients by connecting your ServiceM8 account to a Mailchimp account. Mailchimp is a leading cloud-based email marketing platform which makes it easy to create and send email campaigns, and they have a great Free plan.

So, this is an easy option for emailing all past and present customers to let them know you’re still open for business, scheduled jobs are going ahead as planned, and the COVID-19 precautions you’re taking to protect customers & staff.

Resources:

Back to COVID-19 Tips Home

Disclaimer: Information related to COVID-19 is for context and does not constitute expert medical advice. Please consider your own situation and the official advice from your country and/or jurisdiction’s public health authorities.