Sweet Cravings Bakery Social Media Response Templates

Quick Reference Guide

• Templates 1-6: Product Questions
• Templates 7-10: Availability & Ordering
• Templates 11-14: Praise & Positive Feedback
• Templates 15-18: General Engagement
• Templates 19-20: Events & Custom Orders

PRODUCT QUESTIONS

Template 1: Ingredient Question

When to use: Customer asks about ingredients, allergens, or dietary info
Template:

Hey {NAME}! 🧁 Great question! Our {PRODUCT} contains {INGREDIENTS}. {ALLERGEN_INFO} If you have specific dietary needs, DM us and we'll make sure we've got the perfect treat for you!

Personalization tokens: {NAME}, {PRODUCT}, {INGREDIENTS}, {ALLERGEN_INFO}
Emoji policy: 1-2 emojis max (food-related)
Tone: Helpful, safety-conscious
Escalation: Complex allergen questions → Manager/baker review

Template 2: Product Description

When to use: Customer asks what’s in a specific item or how it tastes
Template:

Oh you're gonna LOVE the {PRODUCT}, {NAME}! 😍 It's {DESCRIPTION}. Seriously one of our bestsellers! Want to try it? Stop by or order online!

Personalization tokens: {NAME}, {PRODUCT}, {DESCRIPTION}
Emoji policy: 1-2 emojis (enthusiastic)
Tone: Enthusiastic, descriptive
Escalation: None needed

Template 3: Flavor Options

When to use: Questions about available flavors or customization
Template:

Hey {NAME}! We've got SO many flavors to choose from! 🎂 Our {PRODUCT} comes in {FLAVOR_LIST}. Can't decide? We totally get it - they're all amazing! Need a rec?

Personalization tokens: {NAME}, {PRODUCT}, {FLAVOR_LIST}
Emoji policy: 1-2 emojis
Tone: Playful, helpful
Escalation: None needed

AVAILABILITY & ORDERING

Template 7: Item Availability

When to use: Customer asks if specific item is in stock
Template:

Hey {NAME}! The {PRODUCT} is {AVAILABILITY_STATUS}! 🎉 {ADDITIONAL_INFO} Want us to save one for you? Give us a call or place an order online!

Personalization tokens: {NAME}, {PRODUCT}, {AVAILABILITY_STATUS}, {ADDITIONAL_INFO}
Emoji policy: 1-2 emojis
Tone: Enthusiastic, helpful
Escalation: None needed

Template 8: Hours Question

When to use: Customer asks about business hours
Template:

We're open {HOURS}, {NAME}! ☕ You can find us at {LOCATION}. Come grab something sweet - we'll have the coffee ready!

Personalization tokens: {NAME}, {HOURS}, {LOCATION}
Emoji policy: 1 emoji
Tone: Welcoming, warm
Escalation: None needed

PRAISE & POSITIVE FEEDBACK

Template 11: General Compliment

When to use: Customer leaves positive comment about product or experience
Template:

{NAME}, this absolutely made our day! 🥰 Thank you SO much! Comments like this are why we love what we do. Come back soon - we've always got something delicious waiting for you!

Personalization tokens: {NAME}
Emoji policy: 1-2 emojis (warm, grateful)
Tone: Grateful, warm
Escalation: None needed; consider featuring as testimonial

Template 12: Photo/Tag Response

When to use: Customer tags bakery in photo with product
Template:

OMG {NAME}, this photo is EVERYTHING! 📸✨ Thank you for sharing! Mind if we feature this on our page? You made that {PRODUCT} look absolutely drool-worthy!

Personalization tokens: {NAME}, {PRODUCT}
Emoji policy: 2 emojis (enthusiastic)
Tone: Excited, appreciative
Escalation: None needed; get permission before reposting

ESCALATION GUIDELINES

Immediate Escalation to Manager:

• Customer mentions health/safety issue (illness, foreign object in food)
• Allegation of discrimination or mistreatment
• Threat of legal action
• Media/press inquiry
• Custom order dispute >$150

When to Move to DM:

• Customer shares personal information
• Order-specific details needed
• Custom order planning
• Complaint requiring detailed resolution

Response Time Commitments:

• Standard comments: 1-2 hours during business hours
• Product questions: 30 minutes during business hours
• Complaints: 15 minutes acknowledgment
• Praise: Same day

KEYBOARD SHORTCUT SUGGESTIONS

• /ingredients → Template 1
• /describe → Template 2
• /flavors → Template 3
• /available → Template 7
• /hours → Template 8
• /thanks → Template 11
• /custom → Template 19

USAGE NOTES

Emoji Guidelines:

• 1-2 emojis per response (casual, friendly vibe)
• Food emojis: 🧁 🎂 🍰 🍪 ☕ 🥐
• Emotion emojis: 😍 🥰 💕 🎉 ✨
• Skip emojis for: Allergen discussions, complaints, serious questions

Voice Guidelines:
Sweet Cravings Bakery is warm and welcoming, casually friendly, enthusiastic about baked goods, emoji-friendly but not excessive, and makes customers feel like friends.