So basically I got into this thing with our dispatch team because I feel like we're sending customers way too much info that they don't actually read or care about, right? Like we send these long automated updates with technician name, estimated arrival, job status, parts ordered, blah blah blah. And I was talking to this homeowner last week who was like "I just want to know when you're showing up" which made me think... what if we're overcomplicating this?
So I guess my question is like, from the field side but also dispatch/ops side — what do your customers actually open? What do they respond to? Because I feel like we're writing novels when maybe a text with "on our way, 20 min out" is all anyone wants. But then I'm not the one who gets the angry calls if we don't tell them enough, so... idk. Curious how other teams balance this.
honestly from my seat the problem is we send updates nobody asked for and then they reply "stop" to everything and miss the important ones
can we just not
like if they book online they get confirmation, fine. but the 3am automated "your job is scheduled" text when they scheduled it themselves yesterday? drives me nuts
they want: when are you coming, are you late, how much
thats it
Teresa I feel you on this!! We actually had customers calling us *angry* about too many texts — like "why are you texting me six times about one appointment" — so we pulled way back and guess what, our NPS actually went up?
Now we only send:
1. Confirmation (if booked by phone, not if they did it online like you said)
2. Day-before reminder with option to reschedule
3. En route with live tracking link
4. Complete with invoice
And we make the complete one optional — they can opt out if they just want the paper invoice. Really appreciate you bringing this up Connor because I think a lot of us are over-notification-ing our customers thinking more communication = better service when it's really not!!
Teresa I feel you on this!! We actually had customers calling us *angry* about too many texts — like "why are you texting me six times about one appointment" — so we pulled way back and guess what, our NPS actually went up?
Now we only send:
1. Confirmation (if booked by phone, not if they did it online like you said)
2. Day-before reminder with option to reschedule
3. En route with live tracking link
4. Complete with invoice
And we make the complete one optional — they can opt out if they just want the paper invoice. Really appreciate you bringing this up Connor because I think a lot of us are over-notification-ing our customers thinking more communication = better service when it's really not!!
