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Keeping customers updated

Customers keep chasing you for updates.

Customers get a short message when their job moves on, in your voice, and hear the same day if a date slips. The calls asking where things are stop.

What Changes

The journey for keeping customers updated in a construction and home services business. Today: 4 steps you do and 2 times it waits. With the fix: 1 and 0.

Construction and Home Services: survey, materials, fitting.

Today

  1. You: Job booked, customer told “we’ll be in touch”.
  2. Waiting: Nothing for [n] days.
  3. You: Customer rings, you look it up and ring back.
  4. Waiting: The date slips and nobody tells them.
  5. You: Customer rings again, annoyed.
  6. You: It turns into a complaint.
Steps You Do
4
Times It Waits
2

With the Fix

  1. Runs on its own: Job booked, confirmation sent.
  2. You: The team marks each stage with one tap.
  3. Runs on its own: Customer hears at every stage.
  4. Runs on its own: Date moves, and they hear the same day with the reason.
  5. Runs on its own: Simple questions answered from the job record.
  6. Runs on its own: Jobs gone quiet are flagged to you.
Steps You Do
1
Times It Waits
0
  1. Each job moves through the stages you already use.
  2. When a job moves on, the customer gets a text or email.
  3. When a date moves, the customer hears that day, with the reason and the new date.
  4. Simple questions are answered from the job record. Anything else goes to the right person.
  5. You see which jobs have gone quiet for too long.

Illustrative example. Today: The customer’s thread: “Hi, any update on the [job]?” ([day]). “Hello?” ([day]). “Are you still coming on [day]?” No replies. After the fix: “Survey done. Your [materials] are ordered, due [date].” “Fitting booked for [date], [time slot].” “We’ve had to move you to [date] because [reason]. Sorry for the change.” “[Fitter] is on the way, about [n] minutes.” “All done. If anything’s not right, reply here.”.

Illustrative. Your business carries your own details.

What It Costs You

Among home-repair customers who had a problem, 21% faced substantial delays, and 16% of those who complained said the trader ignored them.

Source: Citizens Advice, Built to fail, July 2026

What You Do

Agree the stages and the wording. Your team marks a stage with one tap, or it’s picked up from the diary.

What It Runs On

Wherever you track jobs now: a job system, a shared calendar or a spreadsheet. If there’s nothing, we set up a simple job list.

Agreed Before We Start

How many “where’s my job” calls and messages you get a week, and how many complaints mention communication, before and after.

What We Agree Before We Start

MeasureBeforeAfter
“Where’s my job” calls and messages a week
Complaints that mention communication

We fill this in with you before any work starts.

Questions Owners Ask

Do my customers need to download anything?
No. Updates go by text or email.
What if we don’t have a job system?
We set up a simple job list. Your team marks each stage with one tap.
Can customers reply to the updates?
Yes. Simple questions are answered from the job record, and anything else goes to the right person on your team.

Pick One Problem

Tell us which one. We’ll tell you whether we can fix it and how long it takes.

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