How to write a late arrival message to a customer
Tell the customer early, give a new time and keep it short. Most customers accept delays that are communicated.
- Send it as soon as you know. A message sent before the window ends is far better than one sent after.
- Give the new estimate. Say when you now expect to arrive, and be honest if it is uncertain.
- Say sorry once. One short apology is enough. Do not over-explain.
- Offer a choice. Let them keep the new time or reschedule if it no longer works.
- Update again if it changes. If the time moves a second time, send another short message.
- Note it on the job. Record the delay so the schedule can be adjusted for similar jobs.
Common questions
Should I explain the reason?
A short, true reason helps, such as a previous job running long. Skip long stories.
Can I send this by phone call?
Yes. Calling is fine for urgent cases. Follow up in writing if the customer prefers it.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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