THE BRIEF
We get the same 30 comments and DMs every week: late boxes, missing ingredients, 'is this gluten-free.' We need replies that sound human and a little funny, but not when someone's upset.
Scenario: Social media manager at a regional meal-kit company
Package: 30 reply templates · $35 · 4 hrs
My favorite is the one for "my box came without the garlic." It goes: "A garlic-free dinner was not part of the plan. We're sending a credit right now, and our deepest apologies to your pasta." Safe alternatives are below it, in case legal finds pasta apologies too much.
THE RULE
Funny when the customer is joking. Plain when they're upset. Never funny about money, allergies or late food on a birthday.
GROUPED BY TOPIC
LATE BOX (UPSET)
- "I'm sorry, your box is late and that's on us. I've sent you a credit for this week. Can you DM me your order number so I can track it down?"
- "That's not okay, and I'm sorry. DM me your order number and I'll find out where your box is in the next hour."
MISSING INGREDIENT (JOKING)
- "A garlic-free dinner was not part of the plan. We're sending a credit right now, and our deepest apologies to your pasta."
3a. Safe version: "Sorry about the missing garlic. A credit is on its way. DM us if anything else was missing."
ALLERGIES (ALWAYS PLAIN)
- "Good question to ask. Our gluten-free meals are marked GF on the menu, but they're packed in a kitchen that also handles wheat. If you have celiac disease, please check the full allergen page before ordering: [link]."
COMPLIMENT
- "This made our whole team's day. The chef who built that recipe is now unbearable. Thank you."
12a. Safe version: "Thank you so much. We'll pass this along to our chef."
"YOUR PRICES ARE TOO HIGH"
- "Fair. We're not the cheapest. Our meals come out to about $9.50 a serving, and we're glad to send you a code for 40% off your first box if you want to try us."
THE REMAINING 23
All in the sheet: cancellations, skipping a week, recycling the ice packs, "is this sponsored," and the guy who comments "first" on every post (reply #29: "Congratulations. There is no prize.").
HOW TO USE
Change one word in each reply before sending. Copy-paste replies get noticed. Usually by the one person who screenshots everything.
— Jonah
