12 SMS Templates for Repair Shops and Service Businesses
Texting your customers is the single best way to reduce no-shows, cut down on status calls, and get better reviews. But what do you actually say?
Here are 12 ready-to-use SMS templates for every stage of a repair or service job. Copy, paste, personalize, send.
Job Received
Template 1: Basic confirmation
Hi [name], this is [shop name]. We've received your [item] and logged it in. We'll text you updates as we work on it. Track anytime: [link]Template 2: With timeline
[Shop name]: Got your [item]! We'll take a look today and text you what we find. Estimated ready by [day]. Track here: [link]Why this matters: The moment a customer drops off their item and walks away, anxiety starts. A confirmation text within 5 minutes tells them "we've got this."
Diagnosis / Assessment
Template 3: Found the issue
[Shop name]: We checked your [item]. [Brief diagnosis, e.g., "Screen and digitizer both need replacing"]. Estimated cost: $[X]. OK to proceed? Reply YES or call us.Template 4: Needs approval
[Shop name]: Update on your [item] — we found [issue]. Parts will cost $[X] and take [time]. Want us to go ahead? Just reply to this text.Why this matters: Getting approval via text is faster than phone tag. Customer sees it, replies YES, you start working. No wasted time.
In Progress
Template 5: Started the work
[Shop name]: We've started on your [item]. Everything's going smoothly. We'll text you when it's done!Template 6: Waiting on parts
[Shop name]: Quick update — your [item] needs a [part] that's arriving [day]. We'll get right on it when the part's in. Sorry for the wait!Why this matters: This is the text that prevents the "is it ready yet?" call. The customer knows you're working on it. They relax.
Ready for Pickup
Template 7: Basic ready
[Shop name]: Your [item] is ready for pickup! We're open until [time] today. See you soon!Template 8: With details
[Shop name]: Good news — your [item] is done! [What was done, e.g., "New screen installed, tested and looking great."] Come grab it anytime during business hours.Why this matters: This is the money text. Fast pickup = faster payment. No ready notification = items sit for days while customers forget.
Picked Up / Complete
Template 9: Thank you + review ask
[Shop name]: Thanks for choosing us for your [item], [name]! If you're happy with the work, a quick Google review would mean the world to us: [review link]Template 10: Thank you + referral ask
[Shop name]: Thanks for choosing us, [name]! If you know anyone who needs [your service], we'd love the referral. Have a great day!Why this matters: The best time to ask for a review is right after pickup, while the good experience is fresh. Automate this and your review count grows on autopilot.
Special Situations
Template 11: Running late
[Shop name]: Hey [name], heads up — your [item] is taking a bit longer than expected. New estimate: [day/time]. Sorry about the delay, we want to get it right.Template 12: Follow-up (no pickup after 3 days)
[Shop name]: Hi [name], just a reminder that your [item] is ready for pickup. We're holding it for you! Open [hours].Tips for effective SMS
- Keep it under 160 characters when you can. Shorter texts get read faster and don't split into multiple messages.
- Always lead with your business name. The customer might not have your number saved. "[Shop name]:" at the start tells them who it is.
- Include a tracking link when possible. Instead of describing every detail in the text, link to a tracking page where they can see everything.
- Don't over-text. 2–4 texts per job is the sweet spot. More than that feels spammy.
- Time it right. Don't text at 6am or 10pm. Business hours only.
Want to understand why these templates matter? Read about how automatic SMS updates eliminate status calls.
Automate your SMS templates with one-tap updates
Typing these out manually for every customer gets old fast. Tools like FixyFlow let you set up your workflow stages once, then send these updates automatically with one tap. Customer gets the text, you keep working.