I've been mystery shopped by a friendly party (it's a good thing for once) and they gave me some feedback. Unluckily, they submitted an enquiry through my website for a date that I'm already booked and I gave a fairly brief response to that effect and my mystery shopper felt that I could probably have been a bit more "friendly" and my response may be leaving customers with a negative impression of my business.

I turn away about 80-100 enquiries a year because I'm already booked so I have a standard template for my reply to save me time and I think I need to rethink it.

How do you respond to enquiries for dates when you're already booked? Do you give them any information? Or keep it brief?

Julian