Communicating with customers during the job
Most complaints aren't about the work. They're about the silence between updates.
Three touchpoints per job, minimum
Confirmation the day before, on-the-way text the morning of, completion summary at the end. Boring. Effective. Every time.
Proactive bad news beats reactive bad news
A delay communicated 24 hours early lands fine. The same delay discovered on arrival becomes a one-star review.
Send photos at completion
For work the customer can't see (attic, crawl space, behind walls), photos at completion close more callbacks than warranties do.
Take your version of this question further
This is one operator-tested angle on the question. Your shop, your size, your trade, and your team change the answer. Ask your specific version inside Ask a Shop Owner to get a response grounded in how owners like you actually handled it.