Texting customers the right way

Texts get read. That's why the rules around them are strict, and why following them protects your business.

Get a yes first. Text people who agreed to hear from you by text: they texted you first, or said a text is fine when they booked or called. Having someone's number isn't the same as having a yes. Importing your contacts doesn't mean they agreed.

Reminders and marketing are different. A reminder about an appointment someone booked is expected. A promotion is marketing, and it needs clearer consent. When in doubt, ask.

STOP always works. When someone texts STOP, they shouldn't get texts from that number again unless they text START. Never argue with a STOP.

Say who you are. Start with your business name, so nobody wonders who's texting.

Text at sensible hours. Daytime, not late at night. Some states have rules about quiet hours, so check yours.

Business texting needs registration. The phone carriers ask businesses that text from a regular local number to register who they are and what they send (in the US it's called 10DLC). Unregistered texts can be blocked or filtered. It's paperwork once, and then your texts get through.

Keep a record. Note when and how each customer agreed. If anyone ever asks, you'll have the answer.