Should the technician send an introductory text to the customer?

• A. Yes
• B. No
• C. Sometimes
• D. Never

Answer: (A)

Clear upfront communication with customers improves scheduling, safety, and trust in field service. Sending a brief introductory text before arrival introduces you by name and company, confirms the appointment details, and outlines what to expect. This small step reduces miscommunication and no-shows by giving the customer a clear point of contact and a plan for the visit. Keep the message concise and professional: include your name, company, estimated arrival window, the purpose of the visit, and how they can reach you if plans change. Be mindful of privacy—don’t share sensitive information via text and adjust if the customer has a preference. This proactive touch sets expectations early and makes the experience smoother for both sides, so sending the introductory text is the best approach.