How to communicate delays without damaging trust
Nobody likes delivering bad news. Especially when it’s about a job running late.
But the truth is, how you handle delays says more about your business than the delay itself.
A lot of fabricators avoid the conversation, hoping to buy time or keep the customer happy. But silence or vague excuses do more harm than good.
Here’s how to handle it like a pro and come out with your reputation intact.
If you already know a job’s going to slip, get ahead of it.
Waiting until delivery day to break the news feels like a blindside.
Instead, reach out early with a clear, calm update:
“We’ve hit a delay sourcing the galvanised sheet for your job. At this stage we’re now looking at Thursday instead of Tuesday.”
It doesn’t need to be long. Just honest and timely.
Don’t dance around it.
Be clear, be factual, and own what’s yours.
Bad example:
“Due to a range of external factors beyond our control, we’re experiencing a slight shift in the delivery timeline…”
Better:
“One of our team was off sick and that’s slowed us down. That’s on us. We’ve rescheduled your job for Monday and prioritised it first thing.”
Taking responsibility shows maturity and professionalism.
Passing the buck never lands well, even if it’s true.
Every delay should come with a revised commitment.
When customers know what to expect next, it helps rebuild trust.
Even better, tell them how you’re minimising the impact:
“We’ve moved it to Monday and slotted it as first priority. It’ll be packed and ready by 9am.”
A delay without a next step leaves people guessing. And guessing leads to frustration.
This is where most fabricators get it wrong.
If you give a new date, meet it. If things shift again, update them again.
One missed date is forgivable.
A pattern of silence and surprises is how customers leave.
When the job’s finally done, close it out with professionalism.
A quick call, text or email that says:
“Thanks again for your patience on this one. Appreciate it. Let us know if there’s anything else you need.”
It might feel small, but those touchpoints matter. They leave a final impression.
Subject: Quick update on your order
Hi [Customer Name],
Just a quick heads-up - we’ve had a small delay on your job [Job Description or Job #]. One of our team was unexpectedly off sick and it’s slowed things down slightly.
We’ve rescheduled your job for Monday and made it first priority. It’ll be packed and ready by 9am.
Apologies again for the shift. Appreciate your patience, and we’ll make sure it’s spot-on when it goes out.
Let me know if you have any questions.
Cheers,
[Your Name]
[Your Business Name]
You can tweak this tone to match your own style, but keep the structure: early, honest, and clear.
Stuff happens. Machines break. Staff get sick. Materials get delayed.
Most customers get that.
What they don’t get is being kept in the dark, or feeling like no one’s accountable.
The best workshops don’t just deliver jobs. They deliver confidence.
And that starts with owning the outcome, even when things don’t go to plan.