# Moving-Day ETA & Status Pack

Use dispatch-confirmed events to update the customer. An estimated arrival window is an estimate, not a promise. Do not send a stage-complete message merely because a scheduled time has passed.

## Dispatch record

Move reference: [ ]. Origin and destination: [ ]. Customer contact and agreed channel: [ ]. Arrival window: [ ]. Building access, parking and elevator notes: [ ]. Crew lead: [ ]. Office update owner: [ ]. Next update trigger or agreed time: [ ].

Keep access codes in the approved secure record, not the customer message template.

## Arrival window confirmed

"This is [company] about your move on [date]. Dispatch currently expects the crew within [window]. [Arrival preparation]. We will update you if that window changes."

Confirm the date, time zone where needed and location before sending.

## Delay with a known new window

"An update on your move: dispatch has revised the arrival window to [window] because [confirmed reason]. We know this affects your planning. [Name or role] will send the next update by [time]."

## Delay when the ETA is unknown

"Your crew is delayed and we do not yet have a reliable revised window. [Role] is checking the status. We will update you by [time], even if the new arrival estimate is still pending."

Do not invent traffic or a previous-job explanation to fill a missing status.

## Loading and destination updates

After the crew confirms loading: "Loading at [origin reference] is complete. The crew is [confirmed status]. Current destination arrival estimate: [window, if confirmed]. Please contact [method] if destination access has changed."

After arrival confirmation: "The crew has arrived at [destination reference]. [Confirmed next step or contact]."

## Exception handoff

Event: [ ]. Source and time confirmed: [ ]. Customer affected: [ ]. Message sent: [ ]. Customer reply: [ ]. Crew or office action needed: [ ]. Owner: [ ]. Next update: [ ].

A reply goes to a person who can act. Stop queued status messages that no longer match the job. Separate necessary job updates from promotional texts.

## Review completed moves

Check whether updates reflected real events, whether changed windows were acknowledged and whether a customer had to call for a promised update. Use the actual missed-update count to improve ownership; do not impose a minimum message count on every move.