Franchisee Guest Email Templates
 
*NOTE: Text highlighted in yellow needs to be updated and/or customized 
 
BAD EXPERIENCE (general)
 
Dear [guest name],
 
I am the [owner/manager] of Menchie’s [insert Menchie’s location]. Thank you for contacting us about your recent experience. I would like to offer my deepest apologies [for/about … insert issues here]. It is our mission to make our guests smile and I am sorry that we were unable to achieve this goal during your most recent visit.  
 
On your next visit to Menchie’s I would like to personally offer you [insert offer here]. We would love for you to return to give us a chance to show our improved service. If there is anything else I can do, please let me know.
 
With Smiles,
 [insert owner/manager name]
 
BAD EXPERIENCE (cleanliness)
 
Dear [guest name],
 
I am the owner/manager of Menchie’s [insert Menchie’s location]. Thank you for contacting us about your recent experience. I would like to offer my deepest apologies for the state of our store’s appearance. We strive to do our best to make Menchie’s a positive experience for you, our valued guest and I am sorry that we were unable to achieve this goal during your most recent visit.
 
I have raised this issue with my team and I will ensure that our cleaning schedule is adhered to consistently and comprehensively in order to give you a pleasant environment to enjoy your treat.
 
On your next visit to Menchie’s I would like to personally offer you [insert offer here]. We would love for you to return to give us a chance to show our improvements and bring a smile back to your face.
 
If there is anything else I can do, please let me know.
 
With Smiles,
 [insert owner/manager name]
 
 
 
BAD EXPERIENCE (team members)
 
Dear [guest name],
 
I am the owner/manager of Menchie’s [insert Menchie’s location]. Thank you for contacting us about your recent experience. I would like to personally apologize for the actions of my team members. It is our mission to make our guests smile and I am sorry that we were unable to achieve this goal during your most recent visit. 
 
I have spoken to my team members, both on an individual and group level, to ensure that this does not occur again. We not only pride ourselves on quality products but also top of the line guest care.
 
On your next visit to Menchie’s I would like to personally offer you [insert offer here]. We would love for you to return to give us a chance to show our improvements and bring a smile back to your face.
 
If there is anything else I can do, please let me know.
 
With Smiles,
 [insert owner/manager name]
 
GOOD EXPERIENCE
 
Dear [guest name],
 
Thank you for taking the time to contact us about your recent experience. We value our guests and always welcome any feedback they may have.  I am the owner/manager of Menchie’s [insert Menchie’s location] and it is always great to hear that our team is fulfilling the Menchie’s mission by putting smiles on our guests’ faces.
 
We are glad that you enjoyed [insert specific guest appreciations] as we strive to do our best to make Menchie’s a positive experience for you.
 
Once more, I thank you for taking the time to contact us and sharing your [ideas/thoughts/experience].  Please visit us again soon. You are always welcome at Menchie’s!
 
With Smiles,
[insert owner/manager name]

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