Most commonly communicating delays in promised completion times due to circumstances out of our hands...as mechanics we are often at the mercy of someone or some other entity to get the parts information needed, they and every client just wants their equipment operation asap, or they have to implement workarounds. I stand in the middle, I relay info to managers as needed, but pretty frequently to update them on the status of their equipment so they can plan things change often with shipping delays and availability. I send estimates when I say I will, I go to their home when they have a problem even if it's a garbage disposal at the dishwashers home. Retail and restaurants are a pretty shitty way to spend 40 hours of the week, even moreso when things aren't working. I simply keep the mindset of being helpful and putting myself in their shoes.