Have you ever received a text saying “your engineer is 8 minutes away” and have absolutely no idea who’s about to be standing on your doorstep?
That’s what most customers get from the Track My Arrival add-on in ServiceM8 – a courtesy text with a live map, which is really useful, but still faceless. It’s a stranger showing up, not a person.
Here’s the small change that fixes that: ServiceM8 already lets you edit that text message template, and it already includes a placeholder for the staff member’s first name. So instead of a generic “we’re on our way,” the text can say “Jeff from [Your Company] is on the way” – and then link straight through to a profile page for Jeff on your website, using a simple jump-link trick (no plugin, just an ID that matches the staff first name in your account).
Your customer taps the link and sees a face and a name before the van’s even pulled up.
I’ve included a full walkthrough in the video below – including one thing that may catch you out if you’re setting this up yourself…
