Level 2 · follow-up or refusal
Say no to out-of-scope work: an annotated email example
Explain it's not included and offer a quote.
The situation
Valerie KnightClient — E-commerce Manager
Valerie asks you to add a loyalty module to her website. It isn't in the signed contract. You can send her an additional quote within 48 hours.
Demanding and in a hurry. She assumes everything is included unless told otherwise.
Goal
Explain it's not included and offer a quote.
The winning structure
A good email for this situation includes these elements, in this order:
- A greeting with the recipient's first name.
- Out of contract
- The request (loyalty module)
- A quote offered (48h)
- A question to move forward
- A clear ask at the end: a question or an action with a deadline.
- A short sign-off, then your name.
Common mistakes
- Leaving out out of contract : « What? I thought that was included. »
- Leaving out the request (loyalty module) : « What are we talking about, exactly? »
- Leaving out a quote offered (48h) : « So nothing can be done? »
- Leaving out a question to move forward : « So what happens now? »
- A refusal or follow-up so polite it becomes vague: the reader doesn't know how to answer.
- Over-explaining instead of proposing a next step.
Write your own version: the recipient reacts and you get a score out of 100.
The annotated example
Try it yourself first: you'll remember more. Click to show the example.
Subject : Loyalty module: additional quote
Hi Valerie,
- Greeting by first name: the reader knows it's for them.
Thanks for your request for a loyalty module. It isn't part of the signed contract, but we'd be glad to build it.
- Includes: out of contract.
- Includes: the request (loyalty module).
Shall I send you an additional quote? You'll have it within 48 hours.
- Includes: a quote offered (48h).
- Clear ask: the reader knows what to do.
Best regards,
Alex
- Short sign-off, then the name.
Why it works : 40 words against a target of 85, 6 words per sentence on average, no filler phrases.