Updated · Make This Useful
Running late text to a customer template
Tell the customer you are late as soon as the arrival window changes: “Hi Jordan, sorry, I’m running late. I expect to arrive around 2:30–3:00. Does that still work?” Give a time you can stand behind and a chance to rearrange. The customer needs a useful update more than the full story of the previous job.
Write the late text
Send the update as soon as you know the timing has changed. Give a window you expect to meet, and update it if the delay grows.
Your message
Hi [customer name], sorry, I’m running late. I expect to arrive around [updated arrival window]. Does that still work? I’ll let you know if it changes. Thanks, [your name]
What should you tell a customer when you are running late?
Give a brief apology and an updated arrival time or window. Ask whether that still works for them. The customer usually needs the timing more than a long account of what happened at the previous job.
What if you cannot give an exact time yet?
Enter the clearest arrival window you can stand behind, or say when you will send a firmer update. Follow through on that update. A precise time that keeps changing makes it harder for the customer to plan.
Message you can fill in
Hi {customer}, sorry, I’m running late. I expect to arrive around {arrival}. Does that still work? I’ll let you know if it changes. Thanks, {business}
Frequently asked questions
Should I send another message if the delay grows?
Yes. Tell the customer as soon as the arrival window changes and give them a chance to rearrange. Keep the new message consistent with any agreement you already made.
Should I explain the whole delay?
Keep the reason brief if it helps the customer understand the change. Lead with the new time and ask whether it still works. Details about another customer’s job rarely help them plan their afternoon.
What if the new time does not work?
Offer the next visit window you can actually meet and confirm the choice in the same conversation. Update your schedule so the rearranged time does not create another missed arrival.