Texting your customers is like sliding into their DMs, but in a totally professional, above-board, business-friendly way. When done right, SMS marketing can build trust, boost sales, and keep your brand top of mind (literally, since texts light up right on someone’s lock screen).
So let’s break it down. Here are the golden Dos and Don’ts of texting your customers.
DO: Get Permission First
Nobody likes surprise texts (except maybe a “free pizza in the break room” announcement). Before you text, make sure your customers opted in. Not only is it the law, but it’s also just plain respectful.
DON’T: Text at Weird Hours
Yes, I am awake at 2:15AM and bingeing Survivor. HOWEVER, I don’t want a “FLASH SALE” text while I’m watching Jeff Probst yell at someone to “Dig deep” during an immunity challenge. Hard pass on the demon hours SMS marketing.
Keep your texts during reasonable hours. Generally 9 AM to 8 PM local time. Respect your customers’ sleep, or risk being snoozed permanently.
DO: Keep It Short and Sweet
Texting isn’t the place for your life story. Your customers don’t want to read a novel. They want a quick win. Deals, reminders, updates: bam! Straight to the point.
If your text could double as an essay, it belongs in an email.
DON’T: Forget to Add Value
A “just saying hi” text from a business? Cute in theory, annoying in practice. Every message should give customers a reason to engage. Whether it’s a discount, a reminder, or useful info.
If your customer thinks, “Why did they send me this?” you’ve already lost them.
DO: Personalize When You Can
A simple “Hey Félix, your order is ready!” feels way better than “Your order is ready.” Personalization makes your customers feel like more than just a number in your database.
Pro tip: Even small touches like using first names or segmenting offers go a long way in making texts feel personal.
DON’T: Spam Them
Texting too often is the fastest way to go from “Yay, a sale!” to “Ugh, not again.” Keep your messages strategic and spaced out. Once or twice a week is plenty for most businesses.
Remember: scarcity builds excitement, spam builds blocks.
DO: Include a Clear CTA
Don’t leave your customer hanging. Tell them what to do next:
- “Shop now,”
- “Confirm your appointment,”
- “Claim your coupon.”
A strong Call to Action makes your message actionable instead of forgettable.
DON’T: Forget the Opt-Out Option
It’s not the most fun part, but it’s absolutely necessary. Always give customers a way to unsubscribe (and make it easy). “Reply STOP to opt out” is short, clear, and keeps you compliant.
Plus, customers actually trust you more when they know they can leave if they want.
Wrapping It Up
Texting your customers is one of the fastest, friendliest ways to connect with them if you follow the dos and avoid the don’ts. Be respectful, stay relevant, and always bring value. And here’s the good news: with Mobiniti, you don’t have to figure it all out alone. Our platform helps you stay compliant, keep things personal, and send texts that your customers actually want to read. Ready to text smarter, not harder? Mobiniti’s here to help.
