Ever been on the other side of the counter as a customer? You drop your vehicle off, grab the loaner, and… crickets. Four hours later, you’re wondering: are they even working on my car?
That uncertainty kills trust. And trust, my friends, is the currency of our business. When customers know what’s happening—and when it’s happening—they relax. They buy more. They come back. So why risk it with silence?
I get it. You’re slammed. Phones ringing, customers at the counter, techs waving for approvals. It feels like there’s no time to call or text every single customer.
But here’s the truth: a 30-second proactive update saves you 10 minutes of reactive fire-fighting later. Would you rather answer “What’s going on with my car?!” five times an hour or take control and eliminate the chaos?
You know the Golden Rule: treat others the way you want to be treated. But let’s tweak it: update others the way you want to be updated.
Think about how you like to get information: clear, quick, and without hunting it down. That’s your blueprint. One text or quick call mid-morning and mid-afternoon can turn a worried customer into a happy one—before they even think to call you.
Here’s where shops fail: they rely on “when I have time.” Guess what? You’ll never “have time.” You make time by putting it into your process.
Set two status update blocks in your day—one before lunch, one mid-afternoon. Knock out every ticket that hasn’t had a status update in the last couple of hours. Use a quick script:
“Mr. Jones, just wanted to let you know we’re waiting on the part to arrive by noon, then we’ll finish up by 3 PM. I’ll update you if anything changes.”
That’s it. Ten seconds, and you’re the hero.
Now let’s talk about texting. Why use texting for updates? Because that’s how your customers communicate. Today, most people would rather get a text than answer a phone call, especially during work hours. Texting is fast, convenient, and gives customers a record of what you said. It also reduces phone traffic, freeing up time for face-to-face interactions at your counter.
How do you use texting for updates? Keep it short and clear:
“Hi Sarah, your vehicle’s alignment is complete and we’re rotating your tires now. Should be wrapped up by 2 PM. –Mike, Service Dept.”
Or:
“Hi John, we’re waiting on the cabin air filter delivery, ETA noon. I’ll let you know if anything changes. Thanks for your patience! –Alex, Service Dept.”
Use texting systems that tie into your DMS or CRM so your messages are logged, protecting you and the dealership while building customer confidence. And if you need to ask for an additional repair or sale, texting gives the customer time to read and respond without pressure.
Here’s the fun part: proactive updates often increase sales. When you call or text with updates, you create natural touchpoints for upsells:
“While we’re finishing the brakes, we noticed your coolant is due for service. Want to knock that out today?”
Customers say yes more often because they feel informed, not ambushed.
This isn’t a one-and-done skill. You’ve got to build the habit. Role-play status update calls during your next service meeting. Write out sample texts for common scenarios and save them in your phone or DMS.
Want to be the advisor customers request by name? Want your CSI scores to stop giving you heartburn? Start with status updates. Simple, easy, game-changing.
Don’t wait for next week or the “perfect moment.” Start today. Set two blocks on your calendar for proactive status updates. Use the script. Use text. Do it every day for a week and watch the difference in your CSI scores and stress levels.
You’ve got the skills. You’ve got the tools. Now go show your customers that you care enough to keep them in the loop—because that’s what separates a good advisor from a great one.
