Send it as soon as you know
The best time to tell a customer you’re running late is the moment you know the window will be missed, not after it has been. A text at 10:40 that says “we’ll be there around 11:15” lands very differently from an apology at 12:05.
That’s the hard part for a small crew: the office often doesn’t know a job is running long until the customer calls. More on that below.
What to say
- A real new time, not “running a little behind.”
- A short reason if it helps: an earlier job ran long.
- A choice: keep the new time or reschedule.
- No list of excuses. One sentence is enough.
Templates
Hi [first name], this is [business]. [Tech] is running about [minutes] minutes behind on an earlier job and should arrive around [time]. Reply R if you’d rather reschedule.
Hi [first name], this is [business]. To keep you on time, we’ve sent [new tech] instead, who should arrive around [time].
Hi [first name], this is [business]. We’re sorry, but we can’t make it within today’s window. Can we come [option 1] or [option 2]? Reply 1 or 2.
Hi [first name], we’re sorry for the wait. [Tech] is on the way now and should arrive around [time]. Thank you for your patience.
Call or text?
Text first for most delays: the customer can read it at work and reply when they can. Call when the delay is long, when the customer has said they prefer calls, or when the visit has to move to another day.
How to find out sooner
Most late arrivals start as one job running long in the morning. To catch it early:
- Have techs mark when they leave, arrive and finish, not just when the day is over.
- Compare each tech’s progress with the next customer’s window a few times a day.
- When the next window is at risk, decide right away: move the job to someone free nearby, or text the new time.
That’s what late job alerts do in KeptField. The office sees the problem at 10:40 with a suggested fix, and one click moves the job and texts the customer.
After the visit
If you ran late, thank the customer for their patience in the job summary text. It’s a small thing that customers remember. For more wording, see the appointment reminder text templates.