Jobs run long and traffic happens. How your team communicates decides whether the customer stays calm or writes a bad review.
In this article
- Running late is normal. Silence is not.
- Tell them early
- Who sends the message
- Give a real new time
- Offer an option
- Automated tracking texts
- Acknowledge it on arrival
- Fix the schedule, not just the message
- Track late arrivals
- A text template
- What about arriving early?
- Train the office to handle calls
- Frequently asked questions
- Frequently asked questions
Running late is normal. Silence is not.
A job runs long, traffic stops, a part is missing. Customers understand delays far more than they forgive being left waiting with no word. How your team handles running late decides whether the customer stays calm or writes a bad review.
Tell them early
As soon as the tech knows they will miss the window, the customer should hear it. Thirty minutes of warning is respectful. A call when you are already an hour late is not.
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Who sends the message
Decide if the tech or the office notifies the customer. Many companies let the office handle it so techs can focus on the job.
Give a real new time
"We are running about 40 minutes behind, new arrival is 2:40." A specific time is better than "a bit late."
Offer an option
Some customers cannot wait. Offer to keep the slot or rebook at a priority time. Choice reduces frustration.
Automated tracking texts
Field service software can send "on the way" texts with live tracking. Customers like seeing the truck coming.
Acknowledge it on arrival
"Thanks for your patience, sorry for the delay." A simple apology at the door resets the mood.
Fix the schedule, not just the message
If the team is late every day, the schedule is too tight. Review job durations and drive times, and build buffers.
Track late arrivals
Measure on-time arrival per tech and per day. The number shows where the schedule breaks.
A text template
"Hi Linda, this is Mike from ABC Services. Our previous job ran long, and I'll arrive around 3:15 instead of 2:30. Does that still work, or would you like to reschedule?"
What about arriving early?
Showing up early can be as awkward as being late. Text first: "I finished early and can be there in 20 minutes. Does that work, or should I keep the original time?" Many customers welcome it, but some are not ready.
Train the office to handle calls
When an upset customer calls asking where the tech is, the office needs the real ETA, not a guess. Give the office access to live locations and a script for calm answers.
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
How early should I tell a customer the technician is late?
As soon as the tech knows they will miss the arrival window. Around 30 minutes of notice, with a specific new time, is far better than calling after the window has passed.