Every service business waits on its clients at some point: a signed form, a measurement, a login, last year’s statement, the final copy for a page. The work stops until it arrives, and the client often does not realise they are the one holding it up.

One list, one date, one way to send it

Clients put off requests that look like homework. A short numbered list they can tick off, a clear date and one way to send everything removes most of the reasons to wait.

The first request

1 — The requestCopy and adapt · {{fields}} are yours to replace

Subject What we need from you for {{project}} (by {{due_date}})

Hi {{first_name}},

To move {{project}} to the next step, we need {{count}} things from you:

1. {{item_1}} (you can find it {{where_1}})
2. {{item_2}}
3. {{item_3}}

Please send them by {{due_date}} {{how_to_send}}. If something is not ready yet, send what you have and tell me when the rest will come.

As soon as we have them, we will {{next_step}}.

{{your_name}}

Name each item the way the client knows it (“the letter from your bank”, not “proof of funds”), and say where to find it. The last line tells them what their effort unlocks.

The reminder schedule

Decide it once, use it for every request
WhenMessageTone
Day 0The requestClear
Day 3Friendly nudgeLight
Day 7What the delay changesDirect
Day 14Pausing this stepCalm, firm
2 — Three days laterCopy and adapt · {{fields}} are yours to replace

Subject Quick reminder: {{project}}

Hi {{first_name}},

A quick reminder about the items for {{project}}. Still needed:

- {{missing_item_1}}
- {{missing_item_2}}

Thanks for the ones you already sent. If anything is hard to find, tell me and I will help.

{{your_name}}

List only what is still missing, and thank them for what arrived. A reminder that repeats the full original list makes people re-check everything.

3 — One week laterCopy and adapt · {{fields}} are yours to replace

Subject {{project}} is waiting on two items

Hi {{first_name}},

{{project}} is paused until we receive:

- {{missing_item_1}}
- {{missing_item_2}}

If they arrive by {{new_date}}, we can still {{deliver_by_date}}. After that, the date moves to {{later_date}}.

{{your_name}}

Say what the delay changes, in dates, without blame. Clients act on consequences they can see.

4 — Two weeks laterCopy and adapt · {{fields}} are yours to replace

Subject Pausing {{project}} until we hear from you

Hi {{first_name}},

We have not received {{missing_items}} yet, so we are pausing {{project}} at this step. Nothing is lost, and we will pick it up as soon as they arrive.

If your plans have changed, just tell me and we will work out the best next step together.

{{your_name}}

Small things that make requests work

  • Ask for everything you need at once. A second request a week later feels like moving goalposts.
  • Confirm each item when it arrives, so the client knows what is still missing without asking.
  • Keep one current list of what is still needed, in one place, instead of scattered across emails.
  • If a phone photo of a document is good enough, say so. It removes the scanner excuse.
  • Never ask for passwords, card numbers or ID numbers in plain email.

Before you send a request

  • Every item is named in the client’s words
  • Each item says where to find it, if that is not obvious
  • There is one date, and one way to send things
  • The email says what happens once everything arrives
  • The reminder dates are already in your calendar