Field service apology templates that keep trust

A fast, sincere apology keeps reviews high even when something goes sideways. Drop these templates into Toolfy Tasks so techs and office staff know exactly what to say.

1. Missed arrival window

Hi {{customer_name}}, we missed our {{window}} window today and that’s on us. We’ve moved you to {{new_time}} and waived the callout fee. I’ll personally confirm when {{tech_name}} is en route.

2. Minor property damage

I’m really sorry we nicked the wall while moving the boiler casing. We’ve logged it under job {{job_id}} and booked {{repair_partner}} for tomorrow. Please send photos/receipts if you prefer your own contractor—we’ll reimburse within 24h.

3. Technician behaviour complaint

Thanks for telling us about {{tech_name}}’s tone. We addressed it with them immediately, reassigned the follow-up, and added this incident to their coaching plan. Expect {{new_tech}} on {{date}}.

4. Repeated reschedule

We know rescheduling twice wastes your time. We’re upgrading you to our first slot on {{date}} and applying a £{{credit}} credit automatically to your invoice.

5. Incomplete job

We didn’t finish {{job_scope}} because {{reason}}. We’ve secured the area, rescheduled for {{date}}, and added an internal checklist so the same part is ready. Sorry for the delay—expect a status text tonight.

Implementation tips

• Create a Toolfy “Apology” checklist with these scripts so CS reps can copy/paste quickly.
• When an apology goes out, add a follow-up task (call in 24h, inspect repair, confirm review) so the loop closes.
• Track apology reasons in a dropdown to find systemic issues.

Need localized variants (US vs UK)? Email support@toolfy.io and we’ll send both packs.