Communicating with customers during repair: best practices
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Communicating with customers during repair: best practices
February 21, 20265 minSimpleStore
Silence is the biggest enemy
5 mandatory communication moments
1. Reception — confirm receipt, diagnostic timeline 2. Diagnosis — findings, quote, ask for approval 3. Approval — confirm repair start, completion timeline 4. Completion — ready for pickup, final value 5. Delays — notify BEFORE deadline, explain, new timeline
SimpleStore automates status notifications. Shops that communicate proactively get 40% fewer status calls and 25% more positive reviews.
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