What to Reply to a Customer Asking for a Custom Order
Custom order requests can be a great growth opportunity, but they need to be handled with clear expectations around cost, timeline, and feasibility. Your reply should be enthusiastic while making sure the logistics are properly set from the start.
Use these when
- When a customer requests a custom or personalized product/service
- When you want to say yes enthusiastically while setting clear expectations
- When custom work requires different pricing or turnaround than standard offerings
Skip these if
- Don't agree without clarifying cost and timeline upfront
- Don't overpromise on turnaround time just to secure the sale
- Don't take on custom work that's outside your actual capability without saying so
12 replies to choose from
I'd love to help with that, let's discuss the details and timeline.
That sounds doable, I'll follow up with pricing and turnaround time.
I love custom requests like this, let's figure out exactly what you're picturing.
This sounds like a fun project, happy to work through the details with you.
Thanks for asking, let me check on feasibility and get back to you shortly.
Appreciate the request, I'll put together some options for you.
I can definitely make that happen, here's what I'll need from you.
This is right in my wheelhouse, let's get started on the details.
Yes, I can do that. Here's the process.
Sure, let's nail down the specifics.
Happy to do this, just know custom orders come with a longer turnaround and different pricing.
I can accommodate this, though it'll need its own timeline and quote.
Make it fit your exact message
Common questions
- How do I price custom orders differently from standard products?
- Factor in the extra time, materials, and complexity, and communicate that pricing clearly before starting.
- What if a custom request isn't feasible?
- Be honest and offer the closest alternative from your existing offerings instead of overpromising.
- Should I require a deposit for custom orders?
- Many businesses do, since custom work often can't be resold if the customer cancels midway.
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