Snow removal customer update templates: what to send, and when
Eleven messages for a plowing season, from the first contract email to the last cleared driveway. Each one has an email version and a text under 160 characters, plus the moment to send it. Copy them as they are or change the names.
By Hoptide. Last reviewed November 5, 2026. 9 minute read.
Why the timing matters more than the wording
During a storm a plow business with 20 driveways gets the same four questions: are you coming today, how much longer, did you already do mine, and why did you skip me. Every one of them is a call you take with a glove off in a moving truck. The messages below are written so that each question is answered before it is asked, which is the only way the phone stays quiet.
Two rules run through all of them. Never promise a minute ("we'll be there at 7:15") because the next driveway decides that, not you. Say where the customer is in the order instead: "you are stop 7 of 20", "4 stops away", "you're next". And always say what happens next, so the customer knows whether to wait or go back to sleep.
Before the season
1. When the contract is signed
Hoptide sends this one for you: when you add a customer, they get an email with the link to their own page, which carries the season details and every update after it.
Your snow service this winter with Mike's Snow Removal
Hi Sarah, Thanks for signing on for the season. Here is how it works: We plow once 2 inches have fallen, and again when a storm keeps going. Driveways are done in route order, which changes with the storm, so we cannot promise a clock time. We will tell you when we start, when you are next, and when your driveway is cleared. If a car is in the driveway we clear what we can reach and come back if you ask. Questions: reply to this email. Mike
Text (164 characters)
Mike's Snow Removal: you're set for the season. We plow at 2 in. of snow, in route order. You'll get a message when we start, when you're next and when you're done.
2. The evening before a storm
Snow expected tonight: what to expect from us
Hi Sarah, The forecast says 4 to 6 inches overnight. Here is the plan: We start the route around 4 AM once the snow has mostly stopped. You are on the morning route. Please keep the driveway clear of cars if you can. We will message you when we head out and again when you are next. If the storm runs long we may make two passes. Mike
Text (152 characters)
Mike's Snow Removal: 4 to 6 in. expected overnight. We start about 4 AM, in route order. Please keep cars off the driveway. We'll text when we head out.
During the storm
3. The moment the truck leaves
Hoptide sends this one for you: Start route on the crew's phone sends this to every customer on the route and updates each page with the stop count.
Mike's Snow Removal is out today. You are stop 7 of 20
Hi Sarah, We are out plowing now. You are stop 7 of 20 on today's route. We will message you again when you are next. Mike
Text (98 characters)
Mike's Snow Removal is out plowing. You are stop 7 of 20 today. We'll text again when you're next.
4. One stop before theirs
Hoptide sends this one for you: Mark complete on the stop before theirs sends this one.
You're next: Mike's Snow Removal is heading to you
Hi Sarah, We are finishing the driveway before yours. You are next. If there is a car in the driveway, now is the time to move it. Mike
Text (102 characters)
You're next: Mike's Snow Removal is finishing the driveway before yours. Move any cars now if you can.
5. When you are running behind
Hoptide sends this one for you: Report delay from the truck updates every page still waiting and emails the customers who asked to hear about changes.
Your service is delayed, still planned for today
Hi Sarah, The storm is heavier than forecast and the route is running behind. Your driveway is still planned for today. We will message you when you are next, so there is no need to call. Mike
Text (134 characters)
Mike's Snow Removal: the route is running behind in heavy snow. Your driveway is still planned for today. We'll text when you're next.
6. The moment the driveway is done
Hoptide sends this one for you: Mark complete sends the done email with the time and moves the page to done.
Your driveway has been cleared
Hi Sarah, Your driveway was cleared at 6:58 AM. If the snow keeps up we will make a second pass later today and let you know. Mike
Text (117 characters)
Mike's Snow Removal: your driveway was cleared at 6:58 AM. If it keeps snowing we'll make a second pass and text you.
7. When you have to skip a driveway
Hoptide sends this one for you: Skip stop with a reason puts the reason on the customer's page so the call never comes.
We could not clear your driveway this pass
Hi Sarah, We stopped at your place at 6:40 AM but a car was parked across the driveway, so we could not clear it. Reply to this email or move the car and we will come back on the second pass. Mike
Text (145 characters)
Mike's Snow Removal: we couldn't clear your driveway at 6:40 AM, a car was in the way. Move it and reply, and we'll come back on the second pass.
8. When a second pass is coming
Hoptide sends this one for you: Run again today starts the same route a second time, with the same updates.
Second pass today: we are coming back
Hi Sarah, The snow kept falling after we cleared your driveway this morning, so we are running the route again this afternoon. You are stop 7 of 20 again. We will message you when you are next. Mike
Text (110 characters)
Mike's Snow Removal: second pass this afternoon, same order. You're stop 7 of 20. We'll text when you're next.
After the storm
9. When the route is finished
Storm done: what we did at your place
Hi Sarah, That's the storm. At your place we cleared the driveway at 6:58 AM and again at 2:10 PM. If anything was missed, reply here and we will sort it out tomorrow morning. Mike
Text (111 characters)
Mike's Snow Removal: storm done. Your driveway was cleared at 6:58 AM and 2:10 PM. Anything missed? Reply here.
10. When you bill
Your invoice for the storm on December 4
Hi Sarah, Attached is the invoice for the December 4 storm: two passes, as agreed. Your service history is on your page if you want to check the times. Thanks, Mike
Text (95 characters)
Mike's Snow Removal: your invoice for the Dec 4 storm (two passes) is in your email. Thank you.
11. At the end of the season
That's the season. Thank you.
Hi Sarah, We plowed your driveway 14 times this winter. The dates and times are on your page if you ever need them. If you want the same spot next season, reply and we will hold it. Mike
Text (117 characters)
Mike's Snow Removal: 14 plows this season, all on your page. Want the same spot next winter? Reply and we'll hold it.
Five things not to put in a storm message
- A clock time. "Around 7" becomes a complaint at 7:05. Use the stop count and "you're next".
- A map link to the truck. It shows where you are, not whether the customer is next, and it invites the call "I can see you two streets over, why not me?".
- Apologies in every message. Say what is happening and what happens next; save sorry for a real mistake.
- The whole route. Customers do not need to know who is before them, only how many.
- Anything you cannot repeat 20 times. If a message takes more than one tap to send to the whole route, it will not get sent at 4 AM in a storm.
Sending them without typing
Six of the eleven messages above (3 to 8) are the ones that go out in the middle of the storm, when nobody has a free hand. Hoptide sends those from the crew's own taps: Start route, Mark complete, Report delay, Skip stop and Run again today. Every customer also gets a private page that shows the same thing the messages say, so the ones who never read email still have an answer. Here is what that page looks like, state by state.
The messages go by email today. Customers who opt in can also get them by text once texting is turned on for your business, following the consent rule above.
Free with one customer, then $39 a month for the whole business. No charge per driveway or per truck.
Try it with one customer