Texting Repair Shop Customers: Updates, Approvals and Reminders
Why customers answer texts faster than calls, which messages a repair shop should send, what to write, and the consent rules to follow in Canada and the US.
By the OneSoftWay team 4 min read
Call a customer at 11 a.m. to approve a brake job and you will probably get voicemail. Send them a text with photos of their brake pads and there is a good chance they answer before lunch. People screen calls from numbers they do not know, but they read their texts. For a repair shop, that difference shows up directly in how long cars sit waiting for approval.
Why texting works better than phone calls
- Customers answer on their own time. A text can be read in a meeting or on a break. A call needs them to stop what they are doing.
- It leaves a written record. An approval by text shows what was approved, for how much and when. A phone approval is your advisor’s memory against the customer’s.
- It carries photos. A photo of a worn part explains more than a two-minute phone call.
- It frees up your advisors. One advisor can keep a dozen text conversations going in the time it takes to make three calls.
The messages every shop should send
1. Check-in confirmation
When the car is dropped off, confirm what was requested: “Hi Sam, we have your 2019 Civic in for an oil change and a noise from the front left. We’ll text you after the inspection.” This sets the expectation that updates will come by text.
2. Inspection results and estimate
This is the message that matters most. Send a link to the digital inspection with photos, the recommended work and prices, and a way to approve. Our digital vehicle inspection guide covers how to make that inspection easy to understand.
3. Status updates when plans change
If a part is delayed or the job is taking longer than expected, say so before the customer asks. A short “The part arrives tomorrow morning; your car will be ready by 3 p.m. Thursday” prevents an annoyed phone call.
4. Ready for pickup
Tell them the car is done, the total and your hours. If they can pay online before arriving, include that too.
5. Service reminders
Weeks or months later, remind them when an oil change, tires or a declined repair is due. Our post on service reminders goes deeper.
How to write a good shop text
- Start with who you are. “Hi Sam, it’s Maria at Main Street Auto.” Customers may not have your number saved.
- Name the car. Especially for families with more than one vehicle.
- Keep it short. One message, one purpose. Put the detail behind the inspection link.
- Give a clear next step. “Tap the link to review and approve” or “Reply or call us at…”.
- Use plain language. “Your front brake pads are worn to 2 mm and need replacing soon” beats a part number.
Consent and the rules
Texting rules exist on both sides of the border. In Canada, Canada’s Anti-Spam Legislation (CASL) covers commercial electronic messages. In the United States, the Telephone Consumer Protection Act (TCPA) and carrier rules govern texting. The details are for your lawyer, but good practice is the same everywhere:
- Ask for permission to text at check-in and record it.
- Keep updates about the customer’s own car separate from promotions.
- Honour STOP and other opt-out requests immediately.
- Send during reasonable hours.
Send from your shop software, not a personal phone
Texting customers from a service writer’s personal phone is how many shops start, and it causes problems: messages disappear when the employee leaves, nobody else can see the conversation, and approvals are not attached to the repair order.
Sending texts from your shop management software ties every message to the right customer and repair order. AutoSoftWay sends inspection and approval links, appointment reminders and service reminders by text and email, through Twilio. The customer approves recommended work from the link, so the approval lands on the repair order. See the full list of integrations.
The short version
Customers read texts and ignore calls. Text them at check-in, with inspection results, when plans change, when the car is ready and when service is due. Keep messages short and personal, get consent first, and send them from your shop software so every approval is on the record.
Frequently asked questions
Do I need permission to text my shop's customers? +
Yes. In both Canada and the United States you should have the customer's consent before texting them, and marketing texts carry stricter rules than updates about their own car. Record consent at check-in and always honour opt-out requests such as STOP.
Should approvals still be confirmed by phone? +
A written approval from the customer through a text link is a clear record. Some shops still call for very large jobs, but for most work a text approval is faster and easier to prove later.
How many texts is too many? +
Keep texts tied to the customer's own car, such as check-in, inspection results, ready for pickup and a reminder when service is due. Promotional blasts on top of that are where most customers start opting out.