Why speed wins work
A customer who has a problem wants to feel it is being dealt with. A quick, friendly reply tells them you are reliable. A reply three days later tells them the opposite. You do not need to answer within minutes, but replying the same day, ideally within an hour or two in working hours, puts you ahead of many.
Set up so you do not miss anything
- Send all enquiries, from your website form, WhatsApp and email, to one place you check often
- Turn on notifications for new enquiries on your phone
- Use the WhatsApp Business app for quick replies and an away message
- Test your enquiry form every month with a message to yourself
The first reply: what to include
- Thank them and use their name
- Confirm you cover their area
- Say when you can look at it or call them
- Ask for what you need: a photo, the postcode, the type of job
- Keep it short and human
Templates to copy
- Thanks for your message, [name]. I cover [town] and can come and look at it on [day]. Could you send a photo and your postcode? I will give you a clear price. [Your name]
- Hi [name], thanks for getting in touch. I'm on a job until [time], and I will call you after that. If it is urgent, please say and I will try to fit you in. [Your name]
- Hi [name], thanks for your enquiry. I'm booked up until [date], but I can fit you in then if you would like to wait. If you need it sooner, I understand. [Your name]
A simple triage system
| Urgency | Examples | Aim to reply |
|---|---|---|
| Urgent | Burst pipe, no heating in winter, locked out | Within the hour, if you can |
| Normal | Quote requests, repairs that can wait a few days | The same day |
| Low | Planning enquiries, early research | Within a day or two |
Ballpark prices and photos
Customers often ask for a price from a photo. It is fine to give a rough range if you are clear that it is only a guide and the real price depends on seeing the job. If it is hard to tell from a photo, say so and offer to visit. A good photo request is: "Could you send two or three photos, one close up and one showing the whole area?"
Handling tricky situations
- Customer wants a firm price over the phone: explain you need to see it, and offer a visit
- Customer is rude or pushy: stay polite, keep it short, and decline if needed
- Enquiry is outside your area: say so, and suggest someone if you can
- Customer asks for work you do not do: say so, and recommend someone you trust
Measure your response time
Add two columns to your enquiries sheet: when the enquiry came in, and when you replied. After a month you will see how quickly you really respond, and where you lose enquiries.
When you cannot take the job
A polite no is better than silence. Tell them you cannot help, and if you can, suggest someone who can. They will remember it, and might recommend you later.
Following up
If you sent a quote and heard nothing, one follow-up after a few days is reasonable: a short message asking whether they have any questions. Do not chase more than once or twice.
Common questions
How fast should I reply?
As fast as you can reasonably manage. The same day is a good target, and within an hour or two in working hours is better.
What if I am on a ladder?
Use an away message and a quick reply that says when you will call back. Then do it.
Should I call or message?
Reply the way the customer contacted you, and offer a call if it is complicated.
What if the customer is rude?
Stay polite, keep it short and feel free to decline the job.
Should I reply outside working hours?
You do not have to. An automatic away message that says when you will reply is enough.
What if I forget to reply?
Reply as soon as you remember, apologise briefly, and do not make excuses.
Should I use a template for everything?
Use templates to save time, but add the customer's name and a line about their job so it does not feel automatic.
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