Text vs Email for Customer Communication

Your email got lost in their inbox.

Your text was read in 3 minutes.

Which should you use?

The Numbers

When to Use Text

Appointment reminders
"Reminder: We're coming tomorrow at 9am. See you then!"

Quick updates
"Running 15 min late. Be there by 9:15."

Confirmations
"Booked! See you Tuesday at 10am."

Review requests
"How'd we do? Leave a quick review: [link]"

Quote follow-ups
"Any questions on the quote I sent?"

When to Use Email

Detailed quotes
Line-by-line breakdowns, terms, attachments

Invoices
Formal documentation

Long explanations
Project scopes, warranties

Marketing newsletters
Seasonal promotions to past customers

The Hybrid Approach

Text: Time-sensitive, action-oriented
Email: Documentation, detail, archives

Example flow:

Text: "Just sent you a quote by email. Let me know if you have questions!"

Email: Detailed quote with breakdown

Best of both.

Texting Best Practices

Keep it short
Under 160 characters when possible

Identify yourself
"Hi, this is John from ABC Plumbing"

Include clear action
"Reply YES to confirm" or "Call me at [number]"

Respect hours
No texts at 10pm (unless emergency)

Automation

Fixly automates:

• Booking confirmations (text)


• Appointment reminders (text)


• Review requests (text)

Email for quotes and invoices (use QuickBooks, etc.)

You never have to manually send reminders again.