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.
Put the process to work
Connect dispatch and customer updates
Use the document with your team. When the process needs to run across calls, forms, appointments and follow-up, TQP can configure the receiving workflow and the staff handoff.
Explore the implementation