What Your Customers Actually Want From a Service Update

Boat owners aren’t just customers—they’re enthusiasts. They care deeply about their vessels, their time on the water, and the service experience you deliver. That’s why communication matters just as much as technical skill.

A well-timed, clearly written update can prevent a flood of status calls, reduce confusion, and turn a one-time visit into a long-term relationship. Here’s what customers really want—and how to deliver it.

1. Keep It Clear and Concise

Customers don’t want paragraphs. They want clarity. Use short, direct messages that focus on what’s done, what’s next, and any required approvals. Example:

2. Use Visual Cues When Possible

Adding a photo or checklist makes a huge difference. Visuals help customers understand the issue—and the value of your work. ShopTrack lets you attach photos, inspection results, and work order progress directly to the job.

3. Time It Right

The sweet spot? Three key updates:

• After check-in: Confirm job intake and expectations
• Midway through: Flag any surprises or required approvals
• At completion: Let them know it's ready and what to expect at pickup

4. Be Proactive, Not Reactive

If you wait until they call you, it's already a bad experience. Set automated reminders or batch daily updates through ShopTrack to keep customers in the loop without overwhelming your staff.

5. Keep It Consistent

Every customer should receive the same high-quality experience. Create templates for your most common updates, and train your team to follow a standard messaging cadence. Consistency builds trust and professionalism.

Better updates don’t just reduce inbound calls—they increase satisfaction, reduce misunderstandings, and make it more likely that a customer comes back next season. With the right tools, keeping customers informed can be one of the easiest parts of your job.