Somewhere in your sent folder is the world's most-retyped email. You've written it at least 200 times. Here's how to never write it again.
Gmail has a built-in feature called Templates that saves full email replies you can insert in two clicks. You don't already use it is because it’s turned off by default.
Note: If your business uses Microsoft 365, hit reply and we will create another version of these tips.
First, turn on templates
Click the gear icon (top-right in Gmail)
Click the "Advanced" tab
Find "Templates" → click "Enable"
Click "Save Changes"
Enable the templates feature
Second, create a template
Click "Compose" to open a new email. Write the reply you send all the time (we have included 10 email types and 2 samples below).
Click the three-dot menu at the bottom-right of the compose window
Click “Templates”
Click "Save draft as template"
Click "Save as new template" or click an existing template to overwrite it with new edits. The template name will be the email subject line.
Create a template
Note: I have included two sample templates at the bottom of this email that you can copy and use in your business.
Third, insert a template into a reply
Open an email that needs a reply → click Reply
Click the three-dot menu at the bottom of the compose window
Click “Templates”
Under "Insert template" → choose the one you want
Insert your template as your reply
Then personalize the two or three variables (name, date, location) and send.
Additional tip: To reduce the need to substitute details into messages, create a templates for each distinct dive activity. If you run boat dives and shore dives from the same inbox, give each its own template - the dock, arrival time, and gear list differ enough that sharing one template just creates more blank-filling, not less. Same logic applies to single-tank fun dives vs. multi-day courses.Then you won’t need to adjust location and other details before sending.
Note: Reply if you want even more automation tips on how to use free mail merge tools like YAMM to automatically add your customer name and email personalization into every message.
The 10 templates every dive shop should save
Template name | When to use it |
|---|---|
Gear checklist — what to bring | Any new booking inquiry |
Meeting point + parking | Anyone asking where to go |
Certification requirements | "Do I need to be certified?" |
Cancellation policy | Any reschedule or cancel request |
Discovery Scuba — what to expect | First-time diver inquiries |
Can I bring my own gear? | BYO equipment questions |
Conditions update | "What's the viz like?" |
Group booking next steps | Groups of 4+ |
Cert card reminder | Guests who haven't sent one yet |
Post-trip follow-up | After the dive (review ask + rebook) |
Two template “gotchas” you need to know
Gotcha 1 — Signature stacking: Templates save whatever your email looks like at the time you create them. If the template has a signature and your email automatically attaches a signature, then your customers will see both. Choose one. I suggest removing signatures before saving a template so that your normal current signature is the only one that appears.
Gotcha 2 — Templates are stored for individuals, not the business: Gmail Templates live in your account only. Everyone on the team will need to set their own. There is no "share to team" button. The workaround: shared reply library in Google Docs. Take 10 minutes to create one document with all of the reply templates. Share it as view only and update it any time you need to improve it. Add a link in your browser bookmarks bar so it's one click away. This also solves the turnover problem — when someone leaves, the templates don't leave with them.
What's the email you've retyped the most? Reply and tell me. I'm building a template pack to share in a future newsletter.
-Dave
P.S. There's also a 50-template limit per account. You will not hit it. I checked.
Sample Departure Checklist
Hi [First Name],
Here's everything you need for [Date]:
WHEN AND WHERE
Arrive by [Arrival Time] — we depart at [Departure Time] sharp.
Meet us at: [Location Name + Address]
[Google Maps link]
Parking: [Parking details — lot / street / free / paid]
WHAT TO BRING
— Certification card (photo on your phone is fine)
— Government-issued photo ID
— Swimsuit or wetsuit (we have rentals if you need one — let me know size)
— Towel
— Water and snacks for the surface interval
— Any prescription medications you take before diving
— Cash or card if your balance isn't already settled
SUNSCREEN
Reef-safe only, please — no oxybenzone or octinoxate.
We sell it at the shop if you need some. Mineral-based is best.
LEAVE BEHIND
Phones, cameras, and valuables stay locked in the car or at the shop.
We don't have secure storage on the boat.
One thing worth knowing: if you haven't dived in more than 12 months,
tell me when you arrive — we'll do a quick refresher in the shallows
before the main dive at no charge.
Any questions before [Date], just reply here.
See you at the dock,
[Your Name]
[Shop Name]
[WhatsApp number for day-of contact]
Sample Cancellation Policy
Hi [First Name],
Here's how cancellations and reschedules work:
MORE THAN 48 HOURS BEFORE YOUR DIVE
Full refund, or we can move you to any open date — your choice.
Reply here or message us on WhatsApp: [Number]
24–48 HOURS BEFORE YOUR DIVE
We'll hold your payment as a credit toward any future booking.
Credits don't expire. No refund at this stage.
LESS THAN 24 HOURS / NO-SHOW
We hold the spot and the staff for you — we can't refill it at that
point. No refund, but reply and we'll do our best to find something
that works.
WEATHER AND CONDITIONS
If we cancel because of sea conditions, wind, or a weather call,
you get a full refund or a free reschedule — your choice, no questions.
We make that call by [Time] the morning of and we'll contact you directly.
TO CANCEL OR RESCHEDULE
Reply to this email or WhatsApp [Number].
Please don't DM us on Instagram for time-sensitive stuff —
we're not always on it before a departure.
[First Name], if something's come up and you need flexibility outside
of these terms, just reach out. We're a small operation and we'd
rather find a solution than lose a diver.
See you at the dock,
[Your Name]
[Shop Name]
[WhatsApp number for day-of contact]