Backordered parts frustrate customers and techs. Here is how to manage them.
In this article
Why delays hurt
Customers waiting for parts may be without heat, cooling or water. Silence makes them angry. Good communication keeps trust even when the delay isn't your fault.
Tell customers early
Explain the delay and expected date on the first visit.
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Temporary fixes
Space heaters, temporary repairs or loaners when possible.
Alternative suppliers
Have backup suppliers for common parts.
Stock critical parts
Keep high-failure parts in the warehouse.
Track orders
One person follows every open order.
Schedule the return
Book the return visit as soon as the part arrives.
Update regularly
Short updates prevent angry calls.
An example
During a parts shortage, a company kept a list of every customer waiting, sent updates every three days and offered temporary heaters. Most customers stayed loyal.
Know your numbers
Open orders, average wait time and repeat visits caused by missing parts.
Common mistakes
No updates, no backup suppliers and losing track of orders.
Where to start
Create a shared list of every customer waiting for parts, with order date, supplier and next update date. Assign one person to own it.
Price every call so it pays.
We help service businesses set clear policies, book better jobs and turn more calls into profitable work.
Frequently asked questions
What should a service company tell customers when a part is delayed?
Explain the reason, give an expected date, offer temporary solutions if possible and update the customer regularly until the repair is complete.