Guide
Customer Updates That Prevent Angry Calls (ETA + Next Step)
Send ETA with a time window (e.g. 2:00–2:15), update when running late with a new window, and include the next step (what you'll do first). One message: 'On my way, arriving between 2:00–2:15. I'll check the [issue] first and update you if it takes longer than 30 minutes.' Stops 'where are you?' and angry calls because they know when you're coming and what happens next. When you're ready for software, look for templates for on-my-way and running-late so the team sends consistently.
For teams getting frustrated calls because customers don't know when you're coming or what to expect.
Next: Use the ETA + next-step format on the next 10 jobs; if angry calls drop, make it standard and add templates so the team sends consistently.
The situation
A customer calls angry because they don't know when you're coming. You sent a text but it didn't include the right details (no time, or no update when you were late), so now you're explaining instead of working.
Send ETA with a time window (e.g. 2:00–2:15), update when running late with a new window, and include the next step (what you'll do first). One message: On my way, arriving between 2:00–2:15. I'll check the [issue] first and update you if it takes longer than 30 minutes. Use the ETA plus next-step format on the next 10 jobs; if angry calls drop, make it standard and add templates so the team sends consistently. When you're ready for software, look for templates for on-my-way and running-late.
What usually causes it
- Vague updates like on my way without a time so the customer has no idea when to expect you.
- No update when you're running late so they assume you forgot or don't care.
- Missing the 'next step' so customers don't know what to expect once you arrive.
Quick fixes you can try this week
- Send ETA with arrival window: 'On my way, arriving between 2:00-2:15 PM' so they have a real window.
- Update if running late: 'Running 15 minutes behind, new ETA 2:30 PM' so they're not left guessing.
- Include next step: 'Arriving in 10 minutes. I'll check the [specific issue] first.' so they know what happens next.
- Set expectations: 'This usually takes 30-45 minutes. I'll update you if that changes.' so they're not calling to ask.
If you're ready: what to look for
- Shared inbox so the team can see customer threads and avoid duplicate or missing updates.
- Templates for common updates (on my way, running late, next step) so wording is consistent and fast.
- Auto-replies that set expectations when you can't respond immediately so customers know they're not ignored.
Mistakes to avoid
- Sending updates without a time window; 'on my way' doesn't reduce 'where are you?' calls.
- Forgetting to update when running late; that's when trust drops and phones ring.
- Being too vague about what happens next; one sentence on 'what I'll do first' cuts follow-up calls.
Take the Calls & SMS quick check
Quick checkSee if Calls and Messaging tools are right for your team.
Take the Calls & SMS quick checkRelated templates
Copy-paste scripts and checklists for this pain: