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Running Late Text Templates (3 Versions)

Running lateText templatesCustomer updates

Three text templates for when you're running late (short and direct, friendly and helpful, professional and reassuring). Each gives a clear new ETA and a promise to text again when you're 10 minutes out so the customer isn't left guessing. Send as soon as you know you're late; don't wait until you're already past the window.

For teams with tight schedules and delays that need to update customers so they don't call angry or assume you're not coming.

Next: Use one template on the next 5 late arrivals and note whether customers stay calm; then make it standard and add a reschedule line if needed.

Copy/paste template

Running Late Text Templates (3 Versions)

  • - Short & direct:
  • - Hi [Name], running about [15-30] minutes late. New ETA [time]. I'll text when I'm 10 minutes out.
  • -
  • - Friendly & helpful:
  • - Hi [Name], I'm running about [15-30] minutes behind due to the prior job. I should arrive around [time]. I'll text when I'm 10 minutes away.
  • -
  • - Professional & reassuring:
  • - Hi [Name], I'm running approximately [15-30] minutes behind schedule. My new estimated arrival time is [time]. I'll send another update when I'm 10 minutes away. Thank you for your patience.

How to customize

Replace placeholders:

  • [Name] → Customer or tech name
  • [time] → Arrival time (e.g., "2:00 PM" or "in 30 minutes")
  • [link] → Job link or tracking URL

Avoid these mistakes:

  • Don't use overly aggressive language (e.g., "URGENT: Payment due now!")
  • Don't use confusing abbreviations or jargon
  • Don't make promises you can't keep (e.g., "We'll be there in 10 minutes" if it's not realistic)

How to use it

  1. Choose the tone that matches your brand (short for fast-paced, friendly for relationship-focused, professional for larger teams).
  2. Send the message as soon as you know you're late (don't wait).
  3. Give a clear new ETA (not vague like 'soon').
  4. Promise to text again when you're 10 minutes out (sets another expectation).
  5. Test the tone for 1 week and adjust if customers seem confused or annoyed.

Common tweaks

  • Add the tech name for a personal touch.
  • Add a reschedule option: 'I can arrive at [new time] or reschedule to [day]. Which works best?'
  • Add a reason if helpful: 'Running late due to [reason].'
  • Shorten for SMS character limits if needed.
Back to Too Many Texts hub

Related guides

Guides that help with this pain:

Too Many Texts to Manage? Set Up Simple Customer UpdatesCustomer Updates That Prevent Angry Calls (ETA + Next Step)

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