Customer communication
Customers ring because they do not know. Update at three points, booked in, work agreed and ready for collection, and most incoming calls stop.
The Mozomay team · Updated 2026-08-12 · 4 min read
Confirm the booking, confirm the work and the price, and confirm the vehicle is ready. Anything else is a bonus.
When a part is late, say so as soon as you know, with the expected arrival. Customers accept delays; they do not accept silence.
Fleet and business customers pass updates on internally. Include the vehicle and the reference so the message stands on its own.
Questions
Messages for confirmations and progress, a call for anything that changes the price. Follow the call with a written note on the job.
A customer who approved the work in writing rarely queries it at collection.
Keep reading
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