# Garage Door Before-Arrival Reassurance Pack

## Why this exists
Garage-door customers often stay anxious after booking. The car may still be trapped, the house may feel exposed, and the customer is still deciding whether your company is actually the right one. This pack helps hold confidence between booking and arrival.

## Use this pack for
- trapped-car jobs
- broken springs
- off-track doors
- unsafe door situations
- same-day delays that need a calm update

## Core update moments
1. immediately after booking
2. when the ETA window is confirmed
3. if the route changes or the tech is delayed
4. shortly before arrival

## What every update should do
- confirm the customer is still booked
- restate the ETA or next timing window
- reinforce one clear safety instruction if needed
- reduce uncertainty without overexplaining

## Suggested message blocks

### Booking confirmation
- we have you on the route
- here is the current arrival window
- please do not force the door if it is jammed

### Delay update
- your appointment is still active
- the new arrival window is ...
- if anything changes again, we will update you directly

### Pre-arrival reassurance
- your technician is on the way
- please keep the area clear and do not attempt another reset
- if the condition changes, reply or call immediately

## Safety reminders worth standardizing
- do not pull emergency release cords unless the team specifically advises it
- keep children and pets away from the door area
- do not attempt to lift a broken-spring door manually

## Internal dispatch rule
If the ETA slips, send the update before the customer has to call. That single behavior often changes the entire experience.

## Weekly QA review
- review callbacks that happened after booking
- check whether a status update could have prevented them
- tighten vague phrases like “someone should be there soon”
- track whether delayed jobs had a reassurance message sent