So basically I got into this thing with our dispatch team because I feel like we're sending customers way too much info that they don't actually read or care about, right? Like we send these long automated updates with technician name, estimated arrival, job status, parts ordered, blah blah blah. And I was talking to this homeowner last week who was like "I just want to know when you're showing up" which made me think... what if we're overcomplicating this?
So I guess my question is like, from the field side but also dispatch/ops side — what do your customers actually open? What do they respond to? Because I feel like we're writing novels when maybe a text with "on our way, 20 min out" is all anyone wants. But then I'm not the one who gets the angry calls if we don't tell them enough, so... idk. Curious how other teams balance this.
