You send a long message to a customer. They read it. Then nothing.

It feels bad. But the problem is not your product. The problem is the message. A long message makes people feel tired, so they say “I will reply later”. Later never comes.

Here is a simple way to write messages people answer.

The 4 part formula

1. Greet and use their name. It shows you care.
2. Say who you are in one short line. The customer should not need to guess.
3. Give one useful point. A price, a time, or a photo.
4. End with one easy question. One question only. A yes or no is best.

Example 1: Answering a new enquiry

Habari Neema, asante kwa kutuandikia. Bei ya viatu hivi ni TZS 45,000. Unahitaji size gani?

In English:

Hello Neema, thank you for writing to us. These shoes cost TZS 45,000. What size do you need?

Short. Clear. One question.

Example 2: Following up after 3 days

Habari Juma, nakumbusha tu kuhusu oda yako ya mkate wa harusi. Bado unauhitaji tarehe 14?

In English:

Hello Juma, a small reminder about your wedding cake order. Do you still need it on the 14th?

Example 3: Saying thank you after a sale

Asante sana Amina kwa kununua. Ukipata tatizo lolote, niandikie hapa hapa.

In English:

Thank you very much Amina for buying. If you have any problem, write to me here.

Mistakes to avoid

• Sending only “Hello” and waiting. Say what you want in the same message.
• Asking 4 questions at once. The customer will answer none.
• Hiding the price. If you hide it, the customer has to ask, and some will not.
• Writing one big block of text. Use short lines.

A good message is easy to read in 5 seconds and easy to answer in 5 seconds.

Save your best messages

On WhatsApp Business, you can save quick replies. Learn how in The WhatsApp Business Setup Your Shop Needs. Then one tap sends your best message every time.

Want Someone to Reply to Your Customers for You?

Our Social Media Management service answers messages and follows up with your customers. Visit our Mwenge office, or book a paid consultation from TZS 150,000 for 2 hours. We do not offer free consultations by phone call, WhatsApp, or DM.

Read Next

• Why Customers Leave Your Page Without Buying (And a Simple Fix)
• How to Turn a Frustrated Customer Into Your Biggest Fan (Without Losing Your Cool)
• How to Stop Losing Customers When Your Phone Gets a New SIM

P.S. Pick one of the three examples above and send it to a customer today. Then see how fast the reply comes.