BUILD & RUN — CUSTOMER COMMUNICATION
Customers phone to ask where things stand because nobody told them.
Most of your inbound calls are people asking for something your systems already know. Each one interrupts somebody mid-job, and the customer is not annoyed about the wait — they are annoyed about not being told. Updates fire on real events instead: confirmed, on the way, delayed, complete.
Free · 20 minutes · no commitment
WHO THIS IS FOR
Businesses where a large share of inbound calls are customers asking for information you already hold.
THE PROBLEM
Your team absorbs it as a tax on the day. Each call is short, so nobody counts them, and the interruption costs more than the call — you lose the thread on whatever you were doing. Meanwhile the customer who did not phone is not satisfied. They are quietly less likely to come back.
WHAT IT LOOKS LIKE
Text messages
Tow desk · updates on your tow
- Tow desk
Your tow is booked: a flatbed for the grey SUV, 401 eastbound past Wellington Rd. You asked for updates by text; reply STOP to end them.
CONFIRMED · 9:04 PM - Tow desk
Omar is on the way in truck 5, about 25 minutes. Around 9:30.
ON THE WAY · 9:06 PM - Tow desk
Omar is held up behind a crash on the 401. New time: about 9:45. We’ll text again if that changes.
DELAYED · 15 MIN BEHIND ON GPS, 9:19 PM - You
Thanks for telling me. I’ll stay in the car.
- Tow desk
Your SUV is at the shop on Hamilton Rd. The keys are in their drop box.
COMPLETE · DROPPED OFF 10:31 PM - Tow desk
Morning. If you were happy with last night’s tow, a short review helps other drivers find us. No need to reply.
FOLLOW-UP · NEXT MORNING, 9:30 AM
Only about their own job, from the booking to one follow-up after it, and only to people who agreed to hear from you.
What you get.
- Updates triggered by events in your systems, not by someone remembering.
- Messages in your voice, on the channels your customers already read.
- Proactive notification when something slips, sent before the customer notices.
- Follow-up after completion, including a review request where that is appropriate.
How it works.
Priced against the scope, after a Diagnostic that is small on purpose. The shape of the work we can tell you now.
- THE SHAPE
- Built, then run, with frequency tuned down after launch instead of set at maximum.
- WHAT WE NEED FROM YOU
- Your event triggers, and a view on how your business should sound.
- WHAT YOU KEEP
- The message templates and the trigger rules.
What this does not include.
Published because you should know before the call, not after the invoice.
- Unsolicited email or messaging to people who have not agreed to hear from you. This is operational communication about work in progress, and that boundary does not move.
- Messaging anybody who has not consented to be contacted.
QUESTIONS
Will this irritate customers?
Only if it is overdone, which is why triggers and frequency are agreed with you and then tuned down after launch, never set at maximum on day one.
Does this cover marketing?
Not by email. Sending commercial messages to individuals carries consent obligations under Canadian anti-spam law, so that is scoped separately and only ever to people with a recorded basis for being contacted. Publishing to channels you own is a different thing entirely — nobody has to consent to you posting on your own page — and that is covered under Content & Channel Automation.
MORE UNDER BUILD & RUN
WHERE THIS APPLIES
The industries whose page names Build & Run as one of the places we would start. Each one is written for that trade, with its own numbers.
Bring us one bad week.
Book a pilot call. Tell us where the week goes wrong, and we’ll tell you what an Operations Diagnostic would map and measure.
The first paid step has a clear scope and an end date, and the pilot after it is one workflow — not a platform, and not an open-ended retainer.
Free · 20 minutes · no commitment