This thread is all about how we communicate updates to customers while their vehicle is in our care — whether it’s good news, delays, waiting on parts, or still diagnosing.
The goal isn’t just to “inform” the customer… it’s to:
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Keep them comfortable
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Keep them engaged
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And most importantly, keep their trust
The way we deliver updates can completely change how a customer feels about the entire experience — even if nothing has changed yet on the vehicle.
Sometimes the best updates aren’t even about progress… they’re about presence.
Example (Light / Disarming Approach)
“Hey, I just wanted to give you a quick call to make sure it was okay that I borrowed your vehicle overnight while we worked on getting more information for you — would it be alright if I gave you a call in the morning with a full update?”
Why This Thread Matters
Customers don’t like silence.
No update = they assume the worst.
A simple, well-delivered update can:
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Prevent frustration
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Reduce inbound “status check” calls
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Build confidence in your shop
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And make delays feel intentional instead of chaotic
What to Share
Drop in anything you’ve used that works:
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Simple status updates
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Delay explanations
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Parts on backorder conversations
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“No news yet” updates that still feel valuable
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Light humor / personality (when appropriate)
There’s no “perfect script” — just better ways to connect.
Let’s build a bank of real-world updates that actually work.