Free templates for small businesses
Thank you messages to customers for a small business, ready to send on WhatsApp
Eighteen thank-you messages for the moments a small business should say it, from a sale or a finished job to a delay, a lost sale and the end of the year, plus two that ask for a review or an introduction. Each one opens in WhatsApp or copies in a tap.
Most thank-you lists online are forty lines for a card or an email. On WhatsApp a customer reads two lines, so these are short, use their name and say what they bought. Send the plain thank-you first. Ask every customer for a review the same way, and only once. Save the referral ask for the ones who've told you it went well.
Ten thank-you messages to copy
Put in their name and one detail about what they bought, then send it the same day.
1. After a sale
Thanks for buying [product] from us today, [name]. If you have any questions about it, I'm one message away.
2. After a first order
Hi [name], thank you for your first order with [business]. It means a lot to a small team like ours. I've noted [a detail they told you], so next time it's already done.
3. After a repeat order
Hi [name], thanks for coming back to us. That's [number] orders now. Same as last time, or is there anything you'd like changed?
4. When they pay
Hi [name], payment received for [invoice or job], thank you. Your receipt is attached.
5. After the job is done
Hi [name], thanks for having us today. If anything about [job] doesn't look right in the next few days, send me a photo and we'll come back.
6. After you've fixed a problem
Hi [name], thanks for your patience while we sorted out [problem]. It should all be right now. If it isn't, tell me and I'll handle it myself.
7. When they refer someone
Hi [name], [friend] got in touch and said you sent them our way. Thank you, that's the kindest thing a customer can do for us. I'll take good care of them.
8. When they leave a review
Hi [name], I just read your review. Thank you for taking the time. It helps people find us more than you'd think.
9. Thanks, and the review ask
Hi [name], thanks again for choosing us. If you have a minute, would you leave a short review of [product or job]? Good or bad, it helps: [link]
10. Thanks, and the referral ask
Hi [name], thanks for the kind words about [job]. If a friend ever needs [service], feel free to pass on my number. I'll look after them the way we looked after you.
Before you send
All ten go to people who bought from you, about what they bought. Keep offers out of them. If you add an offer and send it to a Singapore number that hasn't messaged you lately, read the Do Not Call rules first.
Need a first reply, a quote or a reminder too? See the WhatsApp message templates
Eight more, for the moments that are easy to miss
These follow the ten above, numbered on.
11. A year since their first order
Hi [name], it's a year since your first order with us. Thank you for sticking with [business], and for every order since.
12. After a big order
Hi [name], thank you for your order of [what they ordered]. We'll take good care of it, and I'll message you on [day] with an update.
13. For their patience with a delay
Hi [name], thank you for your patience while [what was late] took longer than we said. It's [ready, on its way] now, and I'm sorry for the wait.
14. When they chose someone else
Hi [name], thanks for letting me know you've gone with someone else. I appreciate you telling me, and if anything changes, I'm here.
15. When they book again
Hi [name], thank you for booking with us again. See you on [day] at [time].
16. At the end of the year
Hi [name], thank you for your support this year. It means a lot to a small business like ours. See you in [year].
17. When they recommend you to friends
Hi [name], [friend] told me you recommended us. Thank you, that's very kind of you.
18. After they book an appointment
Hi [name], thanks for booking [service] for [day] at [time]. I'll send a reminder the day before. Message me here if anything changes.
When to send each thank-you
The closer to the moment, the more it sounds like you meant it.
- The same day for a sale, a first order or a payment
- The day after a job, once they've had a night with it
- Within a day of a referral, before you've spoken to the friend
- The day a review goes up
- A few days after the sale for the review ask, to every customer. The referral ask waits until they've said it went well
When to ask for a review or a referral in the same message
Thank them first. Ask second, and only once.
- Send the review ask to every customer, not only the ones who said it went well. Google's rules say not to "selectively solicit positive reviews from customers"
- One ask per message: a review or a referral, not both
- Put the review link in the message, so it's one tap
- If they don't answer, leave it there
- Thank everyone who does it, with message 7 or 8
A month of thank-yous from a small bakery
- 30 orders came in: 18 from first-time customers and 12 from regulars.
- Every order got a thank-you the same day: message 2 for the 18 first orders and message 3 for the 12 repeat ones.
- 6 regulars wrote back to say the cake was a hit.
- All 18 first-timers got message 9 with the review link a few days later, whatever they'd said, and 5 left a review. Each of the 5 got message 8.
- The 6 regulars got message 10, and 3 passed the number to a friend. Each of the 3 got message 7.
18 + 12 = 30 orders, each thanked the same day. 18 review asks brought 5 reviews, and 6 referral asks brought 3 introductions.
Send the thank-you to everyone who bought this week, each by name
Palby CRM is the CRM we make. Each customer's WhatsApp chats and notes sit on their record, so you can see who you've thanked and who you haven't.
Questions
Say what they bought or what you did for them, thank them once, and stop. On WhatsApp two lines is enough. Keep any review or referral ask for a separate message.
Use their name, say what they bought and keep it to two lines. Send it the same day, from the number they already know.
Their name, what they bought or did, and one line that shows you noticed them: a detail from the order, or what happens next if something's wrong.
A few days after the sale, and ask every customer the same way, not only the ones you know were happy: Google's rules say not to "selectively solicit positive reviews from customers". Put the link in the message and ask once. Message 9 does both.
On the day the friend gets in touch, before you've done any work for them. Name the friend and say you'll look after them, as message 7 does.
Start from the same words, then change one detail: what they ordered, the day, something they said. That one detail is what makes it read as yours.
They thank people who bought from you, about what they bought, so keep offers out of them. Before you send an offer to a Singapore number that hasn't written to you, read the Do Not Call rules.
Yes. They're templates to copy and use yourself, so print them, download them for Word and change any word.
Thank every customer. Ask the happy ones for more.
Palby CRM keeps every customer's chats and follow-ups on their record.
30 minutes. You choose the day and the time.