Three messages to warn a customer that you are running late, need to reschedule, or that a job is taking longer than planned.
Customers do not forgive lateness, they forgive being told. Showing up an hour late without a word is remembered for a long time; the same delay announced thirty minutes ahead almost always goes over fine.
A good delay message gives a specific new time and an option if it does not work. "I am running a bit late" says nothing and forces the customer to call you.
A simple rule: once you are more than fifteen minutes behind, send a text. It takes twenty seconds while parked, and it saves you the worried call from the customer while you are driving.
Additional work discovered mid-project should be approved in writing before it is done, through a change order or an additional estimate. Added to the final invoice without notice, it is often disputed, and sometimes rightly so.
Written with these trades in mind
Template 1 of 3
When to use it : As soon as you know you will not be on time, by text. A new time, not a window.
Hi [first name], this is [your first name]. My previous job ran longer than expected: I will be at your place around [time] instead of [time]. If that new time does not work, let me know and we will set another one. My apologies.
Template 2 of 3
When to use it : As early as possible, with two dates to choose from. Do not make the customer search: it is on you to fix it.
Subject : New date for your appointment on [date]
Hello [first name], I have to move our appointment on [date] because of [short reason, for example: an emergency on a job in progress]. I am truly sorry for the change. I can offer [date 1] at [time] or [date 2] at [time]. Let me know which works best for you. Best regards, [your first name]
Template 3 of 3
When to use it : Before the planned finish date, never on the last day. Explain the cause, the new timeline, and whether it changes the price.
Subject : Update on your project
Hello [first name], Here is an update on your project. [What happened, for example: when we pulled up the old tile, we found subfloor damage that needs repair], which moves the finish date to [new date]. [This does not change the agreed price. / This adds [amount], detailed in the attached change order, which I would like you to approve before we continue.] I am available at [phone] to talk it over. Best regards, [your first name]
With Standin
Standin reads your clients' messages while you work, fills in their record and drafts the reply in your words. You read it over and send. Free to start, no card needed.