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💬 Customer Comms

Two taps to the most common texts. Customer never feels ignored. Mike's hands stay on tools.

Today's messages out

8 phase / 4 pickup / 2 warranty

Avg response time

22 min

down from 4hr pre-templates

No-shows this month

all got auto reminder day-before

Open texts (unread)

Henley + Massey

💬 Live thread — Robert Henley ('20 Tacoma)

Hey Mike, do you have an update on my truck?

Yesterday 4:02 PM

5:14 PM

Hi Robert — Irwin was on it today, looks like the noise is actually rear bearing not front. I want to ride with it once myself tomorrow morning to confirm before I quote you. Will text you by 10 AM.

Ok sounds good. Appreciate you not just guessing.

5:31 PM

Today 9:48 AM

Hi Robert — confirmed: rear bearing. Quote is ~$420 parts + labor for that. We ate the front bearing cost on our end, that's on us. Can have it back to you Friday if you say go.

Wow ok. Go for it. Thanks for being straight with me

10:02 AM

📋 Templates

🚦 Phase 2 sell

Hi [Name] — while we were doing Phase 1 on your [car], we noticed [new symptom]. We can fix it for an additional $[amount], or you can drive it and decide later. Either way Phase 1 is closing now so you only pay for what you approved.

🔑 Pickup ready

Hi [Name] — your [car] is ready for pickup. Total: $[amount]. We're here 8–5, no appointment needed. Let me know if you need a ride from somewhere local.

⚠ Quote / estimate

Hi [Name] — I worked up the estimate on your [car]. Total: $[amount]. Breakdown: [items]. Hot-fluid flush included for warranty. Reply YES to authorize, or call me if you want to talk through it: (706) 900-9696.

📨 Day-before appointment reminder

Hi [Name] — friendly reminder, you're scheduled tomorrow [date] at [time] for [reason] on your [car]. Reply Y to confirm or call (706) 900-9696 if you need to reschedule.

🛡 Warranty claim status

Hi [Name] — quick update on your warranty claim. [Carrier] approved $[paid] of the $[total]. Your share is $[gap], which covers [items not covered]. Want to move forward?

💵 Office time billable explainer

Hi [Name] — heads up before we file your warranty: my front office spends about 2 hours of paperwork per claim. If [Carrier] doesn't reimburse that, it comes to you at $75/hr. Just want you to know upfront — most folks decide it's still worth it.

📦 Ship-in waiver reminder

Hi [Name] — we have your unit in the queue but still need your signed waiver before we can start. Form: ezautofix.com/ship-in. Takes 2 minutes. Once signed we'll email shipping address + the flush video.

⏰ "Mike's running late" honesty

Hi [Name] — wanted to be straight with you: the [other job] is running longer than expected. Yours is next, but it'll be about [time] later than I quoted. If that doesn't work I totally understand — we can reschedule no charge.

🙏 Post-job follow-up (day 7)

Hi [Name] — week-later check-in on your [car]. Everything shifting / driving okay? If anything feels off, bring it back, we'll look at it — no charge. Also, if you have a minute, a quick Google review really helps a small shop like ours.

🚚 Ride needed / loaner

Hi [Name] — your job is going to be a multi-day. We don't run loaners but if you need a ride home or to work, Alex's Towing (one of our friends) can help — (706) 555-0921. Mention MDC for the buddy rate.

🧠 Why this matters

Mike already texts a lot — his real text history with Papa is full of "hey buddy" / "I lost your number" — relationship-first.
Templates protect the relationship by making sure nobody falls through the cracks while Mike's hands are on a transmission.
Honesty templates ("running late", "office time will be billable", "we ate the cost") are written in Mike's voice — straight, kind, never spin.
Auto reminders at day-before kill the no-show bleed (3/month is real money — say $300 lost bay revenue × 3 = $900).
Follow-up at day 7 drives Google reviews (C. Tex's 5-star is the kind of thing this template captures consistently).