How to Text Customers Without Annoying Them

Customers welcome texts that save them time, like a reminder, a "we're on our way" or a quick answer to their question. To text customers without annoying them, ask first, keep each message short and useful, send it at a sensible hour and stop as soon as they ask you to.

Most small businesses are not sending mass marketing. They are confirming appointments, following up on quotes and letting people know an order is ready. Here is how to do that in a way customers appreciate.

When Is a Text Better Than a Call?

A text is best when the message is short and the customer does not need to talk it through:

• Appointment reminders and confirmations.
• "Your order is ready for pickup."
• "Our technician is about 20 minutes away."
• A link to a quote, an invoice or directions.
• A quick reply to a question the customer texted you.

Call instead when the news is bad, the details are complicated or money is involved. Nobody wants to learn their repair costs twice the estimate from a text. A call shows you care enough to explain.

What Should You Get Before Texting a Customer?

Get their OK. When a customer gives you their cell number, tell them how you will use it: "We'll text you a reminder the day before your appointment. Is that all right?" Write down that they said yes and when.

That one habit covers most of what matters. Federal and state rules on marketing calls and texts still apply, and asking clearly, keeping a note and honoring requests to stop keeps you on solid ground. If you send a lot of marketing texts, talk to your attorney about your situation.

How Often Is Too Often?

Fewer than you think. A good rule is one text per reason. One reminder the day before an appointment is helpful. Three reminders feel like nagging.

• Text during business hours. Unless the customer asked for it, a 10 p.m. message feels intrusive, even if it is useful.
• Do not text just to stay in touch. "Thinking of you" texts from a business read as marketing.
• Watch the replies. If a customer stops responding, slow down.

What Should a Reminder Text Say?

Lead with your business name, say why you are writing and give one clear next step. Here are a few examples you can copy:

"Peachtree Dental: Reminder of your cleaning Tuesday at 10am. Reply C to confirm or call us to reschedule. Reply STOP to opt out."

"Smith Plumbing: Marcus is on his way and should arrive by 2:15. Questions? Just reply to this text."

"Main Street Print Shop: Your order is ready. We're open until 6 today."

Keep it to two or three short sentences. Skip all capital letters, long links and emoji strings. Sign it with the business name so nobody has to guess who wrote.

What If They Reply STOP?

Stop. Send one short reply confirming it, such as "You won't receive more texts from us," with no offer attached. Then add the customer to a do-not-text list that everyone on your team checks.

Treat other words the same way. "Please stop texting me," "unsubscribe" or a comment at the front desk all mean the same thing. Make sure whoever answers the phone knows to write it down.

Can You Text from the Office Number?

Yes, and customers prefer it. A text from the number on your website looks like it came from you. A text from an employee's personal cell does not, and the conversation leaves with that employee.

Telonium business texting works on your business number. Before it is turned on, the mobile phone companies need to know who you are; that sign-up is called 10DLC registration, and you can apply for registration to text from your business number online. Texting fits with the rest of your phone system, as our features page shows.

If your team already carries the business line in the Telonium app, they can keep business calls off their personal numbers too. Our post on choosing between a cell phone and a business line explains why that matters.

A Quick Texting Checklist

• Ask before you text, and note the answer.
• Start every text with your business name.
• One reason, one text.
• Send during business hours.
• Call when the news is bad or complicated.
• Honor STOP right away and keep one do-not-text list.

Frequently Asked Questions

Do I Need Permission to Text a Customer?

Yes, ask first. Tell them what you will text about, and keep a note that they agreed. It is polite, and the rules on marketing texts expect it.

Can Customers Text Back?

Yes. With business texting on your number, replies come back to the business, so anyone on the team can answer.

What Time of Day Should I Send Texts?

During your business hours, unless the customer asked for something else. Morning reminders for afternoon appointments work well.