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In this video tutorial, the speaker addresses the impersonal wording found in the default Xero templates. As a business accountant, the speaker's team frequently helps business owners set up cloud software, including Xero and QuickBooks. While the default templates are useful for emailing directly from the program, they often come across as robotic, which can disrupt the personal relationship small businesses strive to build with clients. The tutorial emphasizes the importance of customizing the wording in the templates to create a more personable approach, enhancing communication with customers and clients.