AI Prompt: Auto repair delay update email that keeps customers calm
The repair is taking longer than promised. Maybe the part is backordered, a bolt snapped, or the diagnosis uncovered a second fault. You need to update the customer before they call angry.
The prompt
You are a service advisor at [shop name] updating [customer name] about their [year/make/model]. Original promised completion: [date/time]. Current status: [what is complete]. Delay reason: [parts backorder / additional fault found / supplier delivery / technician issue / other]. New expected completion: [date/time or realistic range]. Customer impact: [vehicle not driveable / safe to collect temporarily / loan car available / no loan car]. Write an update under 170 words that: (1) Leads with the status and revised ETA in the first two sentences (2) Explains the delay plainly without blaming suppliers or staff (3) States what you are doing now to move it forward (4) Gives one practical option for the customer if they need transport (5) Commits to the next update time even if nothing changes. Tone: honest, calm, accountable.
What you’ll get back
A proactive repair-delay update with a real ETA, a practical customer option, and a promised next update — the message that prevents repeated inbound calls.
Tips for this one
- Update before the promised pickup time passes. Once the customer has to chase you, trust is already damaged.
- Give a range if the part ETA is uncertain, but make the next update time exact.
- Avoid blaming the parts supplier. Customers hear excuses; they want to know what you are doing next.
- If the car is safe to collect temporarily, say so clearly. That option can defuse the whole situation.
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