Ask homeowners what they hate about service visits and it’s never the price — it’s the waiting. “Between 8 and 12” with no update is how trust dies. The on-my-way text fixes it with one message, and it’s consistently the most-loved feature in every field-service tool’s reviews. Here are the templates.
The classic on-my-way
1. Standard:
2. With a face to the name:
3. Anything-we-should-know version:
Arrival-window texts (the promise you can keep)
4. Morning-of confirmation:
Quoting a window instead of a minute is how experienced shops keep promises: the schedule holds the exact slot, the customer hears the honest range. (Scheduley does this automatically — see arrival windows.)
When things slip
5. Running late:
6. Need to reschedule:
After the knock
7. Arrived (no answer at the door):
8. Job done, invoice next:
The rules
- Send it at dispatch, not departure. The moment the tech is assigned and rolling — that’s when the customer’s anxiety starts.
- Name the tech. A named human at the door converts an intrusion into an appointment.
- Never promise a minute you can’t hit. Windows for the schedule, ETAs for the drive.
- Come from a textable number. “Reply here” only works if replies land somewhere someone answers.
Automate it or it won’t happen
The on-my-way text dies as a manual habit — techs forget, dispatch is busy, and the one customer who needed it doesn’t get it. In Scheduley it’s wired to the job itself: mark a job Dispatched and the customer is texted automatically from your business number, with your job board tracking every stage after. Pair it with reminder texts before the visit and a review invite after, and the whole customer-communication loop runs itself.