We all love our management systems.
They track parts, organize jobs, and make sure customers get those shiny text updates that say, “Your vehicle is ready for pickup!”
But let’s be honest… sometimes those same systems turn into little digital chaos machines.
Like when it’s Sunday morning at 2:00 A.M. and your phone buzzes with a customer message that starts off innocent:
“Hey, just wondering why my check engine light came back on?”
And by 2:07 A.M., it’s escalated to:
“That part you put on FAILED.”
“You BETTER be scared, because I’m really mad.”
Meanwhile, you’re lying in bed thinking,
“Scared? No. Confused about why my management system is still awake? Absolutely.”
When Technology Meets Human Emotion
Here’s the thing — sending text messages through your management system is a gift until it’s not.
Automation is great. Accessibility is great. But when emotions are high, you don’t want your response coming from someone who’s half-asleep or halfway through their second cup of Sunday coffee.
Not every message needs to go out right now — especially the ones that start with, “I’m furious.”
The Real Takeaway
If you’re going to let your team send messages through your shop management system, make sure they’re the kind of people who stay calm when the pressure’s on. The ones who don’t match emotion for emotion. The ones who know that cool heads fix more problems than quick thumbs ever will.
And maybe — just maybe — we stop pretending that all major car part failures happen Monday through Friday, 8 to 5. Because let’s face it… they don’t. They happen on Sunday mornings, right around 2 A.M., just as the universe intended.
The Moxie Perspective
At Moxie Automotive Consulting, we teach that your management system is only as good as the people using it. It’s not just about the tech — it’s about the temperament.
Because when emotions run high and messages fly, it’s the calm, confident leaders who turn chaos into customer trust.
So the next time your system pings you at 2 A.M., remember:
You don’t need to be scared — you just need a better message strategy (and maybe a stronger “Do Not Disturb” setting).
— Moxie Automotive Consulting
Leadership, Systems, and Sanity for shop owners.