DOMAIN:CLIENT_COMMUNICATIONS:EMAIL_TEMPLATES

OWNER: margot, dima ALSO_USED_BY: faye, sytske, eric UPDATED: 2026-03-26 SCOPE: email template library for all client-facing communications PREREQUISITE: client-relationship.md (tone framework, escalation handling)

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EMAIL_TEMPLATES:OVERVIEW

PURPOSE: standardized email templates ensure consistent, professional client communication PRINCIPLE: every email follows the GE tone — professional warmth, competent, respectful of client time PRINCIPLE: templates are starting points — personalize for each client, never send verbatim boilerplate PRINCIPLE: variables in {curly_braces} must be replaced with actual values before sending

CRITICAL: GE is a "development agency" externally — never mention agents, AI, or autonomous development CRITICAL: every mass email must include unsubscribe link (GDPR Article 7(3))

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TEMPLATE:WELCOME

TRIGGER: client contract signed and KYC passed (eric → margot handoff) SENDER: margot TONE: warm, enthusiastic, professional

Subject: Welcome to Growing Europe — Let's build something great

Dear {client_name},

Welcome to Growing Europe. We are excited to start working with you on
{project_name}.

Here is what happens next:

1. Your project manager {pm_name} will reach out within 2 business days
   to schedule a kickoff meeting.
2. During kickoff, we will align on project scope, timeline, and how
   we will communicate throughout the project.
3. You will receive access to your project dashboard where you can
   track progress.

In the meantime, if you have any questions, reply to this email and
I will get back to you within one business day.

We look forward to working with you.

Kind regards,
Margot
Client Communications — Growing Europe

VARIABLES: - {client_name}: client's preferred name (from profile) - {project_name}: as defined in contract - {pm_name}: Faye (Team Alfa) or Sytske (Team Bravo)

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TEMPLATE:PROJECT_KICKOFF

TRIGGER: kickoff meeting scheduled SENDER: faye or sytske (PM) TONE: organized, clear, action-oriented

Subject: Kickoff meeting — {project_name} | {date} at {time}

Dear {client_name},

I am {pm_name}, your project manager for {project_name}. Looking forward
to working with you.

Our kickoff meeting is scheduled for:

Date: {date}
Time: {time} ({timezone})
Location: {meeting_link}
Duration: approximately 60 minutes

Agenda:
1. Introductions and project overview (10 min)
2. Scope confirmation and priorities (20 min)
3. Timeline and milestones (15 min)
4. Communication preferences (10 min)
5. Questions (5 min)

To prepare, it would be helpful if you could:
- [ ] Review the project scope document (attached)
- [ ] Prepare any brand materials (logo, colors, fonts) if applicable
- [ ] Think about your top 3 priorities for the first milestone

If this time does not work for you, please let me know and I will
find an alternative.

Kind regards,
{pm_name}
Project Manager — Growing Europe

VARIABLES: - {client_name}, {project_name}, {pm_name} - {date}: formatted in client's locale - {time}: in client's timezone - {timezone}: explicit timezone label - {meeting_link}: video call URL

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TEMPLATE:STATUS_UPDATE

TRIGGER: weekly or bi-weekly during active development SENDER: faye or sytske (PM) TONE: factual, transparent, forward-looking

Subject: Status update — {project_name} | Week {week_number}

Dear {client_name},

Here is your project update for this week.

Completed:
{completed_items}

In progress:
{in_progress_items}

Planned for next week:
{planned_items}

{optional_blocker_section}

Overall status: {status_emoji} {status_text}

If you have questions or feedback, reply to this email or bring them
to our next check-in on {next_meeting_date}.

Kind regards,
{pm_name}
Project Manager — Growing Europe

STATUS_VALUES: - On track — project proceeding as planned - Attention needed — minor issue, being managed - At risk — significant issue, may affect timeline (always include explanation)

VARIABLES: - {completed_items}: bulleted list, plain language, no jargon - {in_progress_items}: bulleted list with estimated completion - {planned_items}: bulleted list - {optional_blocker_section}: only include if there is a blocker — be specific about impact and resolution plan

RULES: RULE: send on the same day each week (consistency builds trust) RULE: never skip a status update — even if there is nothing to report, say so RULE: completed items use client language, not developer jargon RULE: if status is "at risk", follow bad news delivery framework (client-relationship.md)

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TEMPLATE:MILESTONE_REACHED

TRIGGER: project milestone delivered and approved SENDER: margot (relationship) or faye/sytske (project) TONE: celebratory, appreciative, forward-looking

Subject: Milestone reached — {milestone_name} | {project_name}

Dear {client_name},

Great news — we have completed {milestone_name} for {project_name}.

What was delivered:
{deliverable_summary}

What this means for you:
{client_impact}

What comes next:
{next_milestone_description}
Estimated timeline: {next_milestone_date}

We are proud of the progress and appreciate your collaboration
throughout this phase. If you have any feedback on the delivered work,
we would love to hear it — your input helps us deliver even better
results.

Kind regards,
{sender_name}
{sender_role} — Growing Europe

RULES: RULE: always frame deliverables in terms of client value, not technical achievement RULE: always include what comes next — maintain momentum RULE: trigger satisfaction survey 3 business days after milestone (see client-relationship.md)

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TEMPLATE:INVOICE

SEE: client-relationship.md → CLIENT_RELATIONSHIP:INVOICE_COMMUNICATION

NOTE: invoice templates are fully defined in client-relationship.md including first reminder, second reminder, and escalation. Not duplicated here.

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TEMPLATE:FEEDBACK_REQUEST

TRIGGER: 3 business days after milestone delivery SENDER: margot TONE: genuinely curious, non-defensive, brief

Subject: Quick feedback — {milestone_name} | {project_name}

Dear {client_name},

Now that {milestone_name} has been live for a few days, I would love
to hear your thoughts.

Three quick questions:

1. How satisfied are you with the delivered work? (1-5)
2. How was the communication during this phase? (1-5)
3. Anything we should improve? (any length, completely honest)

You can reply to this email with your answers — it takes about
2 minutes.

Your feedback directly shapes how we work on the next phase.

Kind regards,
Margot
Client Communications — Growing Europe

RULES: RULE: keep it short — 3 questions maximum RULE: scores 1-5 for easy comparison across clients and projects RULE: free text question last — most clients skip it, that is fine RULE: follow response handling from client-relationship.md (score <= 2 → escalate)

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TEMPLATE:SUPPORT_RESPONSE

TRIGGER: client reports an issue via email or support channel SENDER: margot (triage) or faye/sytske (project-specific) TONE: helpful, reassuring, specific

ACKNOWLEDGMENT (within SLA response time)

Subject: Re: {original_subject}

Dear {client_name},

Thank you for reaching out. I have received your message about
{brief_issue_description}.

I am looking into this now and will get back to you with a full
response by {response_deadline}.

If this is urgent and you need immediate help, please reply with
"URGENT" and I will prioritize accordingly.

Kind regards,
{sender_name}
{sender_role} — Growing Europe

RESOLUTION

Subject: Re: {original_subject}

Dear {client_name},

Following up on your message about {brief_issue_description}.

{resolution_description}

{action_items_if_any}

Please let me know if this resolves the issue or if you need
anything else.

Kind regards,
{sender_name}
{sender_role} — Growing Europe

RULES: RULE: always acknowledge within SLA response time (see escalation-matrix.md) RULE: always include a specific deadline for full response RULE: never use "we are working on it" without a timeline RULE: if resolution requires client action, list steps clearly

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TEMPLATE:ESCALATION_NOTIFICATION

TRIGGER: issue escalated to higher level (see escalation-matrix.md) SENDER: margot or faye/sytske AUDIENCE: internal (Dirk-Jan) + client

INTERNAL_ESCALATION (to Dirk-Jan)

Subject: ESCALATION — {severity} | {client_name} | {brief_description}

ESCALATION REPORT
Date: {date}
Client: {client_name}
Project: {project_name}
Level: {1|2|3}
Raised by: {agent_name}

Issue: {clear description}
History: {timeline of related communications}
Client sentiment: {calm|frustrated|angry|threatening}
Attempted resolution: {what was already tried}
Recommended action: {what is suggested}
Urgency: {routine|urgent|critical}

CLIENT_ESCALATION_ACKNOWLEDGMENT

Subject: Re: {original_subject}

Dear {client_name},

I want to let you know that I have escalated your concern to
{escalation_target} to ensure we address it properly and promptly.

You will hear from {escalation_contact} by {deadline}.

I understand this is important to you, and we are treating it
with the priority it deserves.

Kind regards,
{sender_name}
{sender_role} — Growing Europe

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TEMPLATE:PROJECT_COMPLETION

TRIGGER: final project delivery accepted by client SENDER: margot TONE: appreciative, professional, forward-looking

Subject: Project complete — {project_name} | Thank you

Dear {client_name},

{project_name} is officially complete. It has been a pleasure
working with you on this project.

Final deliverables:
{final_deliverable_list}

Documentation:
{documentation_links}

Support: your project is covered by our {warranty_period} warranty
period. During this time, if you encounter any issues, reply to
this email and we will address them promptly.

After the warranty period, we offer ongoing support and maintenance
packages. {pm_name} can discuss options if you are interested.

On a personal note — thank you for your trust in Growing Europe.
If you know other business owners who could benefit from what we
build, we would be grateful for the introduction.

Kind regards,
Margot
Client Communications — Growing Europe

RULES: RULE: include all documentation links (user manual, admin guide, API docs) RULE: clearly state warranty period and what it covers RULE: referral ask is soft — never pushy RULE: trigger NPS survey 1 week after project completion

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EMAIL_TEMPLATES:FORMATTING_RULES

RULE: plain text preferred over HTML for transactional emails RULE: if HTML email, ensure it renders in all clients (Outlook, Gmail, Apple Mail) RULE: maximum 300 words per email (respect client time) RULE: one clear call-to-action per email RULE: subject line format: "{context} — {project_name} | {detail}" RULE: sign off with agent name, role, and "Growing Europe" — never "GE" in client-facing comms RULE: Dutch clients receive emails in Dutch; international clients in English (see client-relationship.md)

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EMAIL_TEMPLATES:AGENT_INSTRUCTIONS

FOR margot: - you own the template library — maintain and improve templates based on client feedback - personalize every email — never send a template verbatim without adapting to the client - track which templates get positive responses — iterate - for Dutch clients, translate templates maintaining the same tone

FOR dima: - you handle pre-contract communications — use your own intake scripts - hand off to margot after contract signature with client context - reference these templates to understand the tone clients will experience post-contract

FOR faye, sytske: - you own status updates, kickoff, and milestone communications - keep status updates factual and jargon-free - use the status update template weekly — consistency matters

FOR eric: - you handle contract and legal communications — different tone (formal) - your templates are in contract-kyc.md - hand off to margot for relationship communications after contract signed

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READ_ALSO: domains/client-communications/client-relationship.md, domains/client-communications/escalation-matrix.md, domains/client-communications/tone-guidelines.md