Why speed matters
When someone sends an inquiry, they are usually asking more than one business. They want a plumber, a caterer or a bookkeeper, and they are not going to wait around.
The first business that answers with something helpful often gets the call. A day later, the customer has often booked someone else or forgotten they asked.
This is not about being pushy. It is about not letting a warm customer go cold while you are on a job site.
A simple reply plan
You do not need a big system. You need a few rules that everyone follows.
- Business hours: a first reply within 10 minutes.
- After hours: an instant message that says you got it and when they will hear from you.
- Weekends: pick one rule and stick to it. For example, a real reply by 9 a.m. Monday, or a check-in on Saturday morning.
- One owner: one person is responsible for every inquiry. If it is "everyone", it is no one.
- One place: know where inquiries land. Phone, email, web form, Facebook, Google. Check them all.
What a good first reply says
Keep it short. Say thanks, use their name, and answer the one thing they asked.
Then give them a next step that is easy to say yes to. Two time slots for a call or visit works well. Put your phone number at the bottom.
What to automate and what not to
A simple rule: automate the waiting, not the judgment.
Good to automate:
- The instant "we got your message" reply.
- Asking for the basic details you always need (date, address, job type).
- Offering open times from your calendar.
- Alerting you right away, with the details in one place.
- A nudge to you if no one has replied after a set time.
Keep for yourself:
- Prices on anything that is not standard.
- Upset or confused customers.
- Anything where you are making a promise.
- The relationship itself. A person should take over once the customer replies with a real question.
Our Inquiry to Booking system is built around this rule. It handles the first reply and the scheduling, and hands you the conversation.
What slow replies might cost you
Here is an example with round numbers. It is not a statistic, so use your own numbers.
Say you get 20 inquiries a month. Because of slow replies, 4 of them go to someone else. If an average job is worth $1,000, that is $4,000 a month you never see.
Try your own numbers in the missed-revenue calculator. It takes about two minutes.
Start this week
- Write down every place an inquiry can arrive.
- Pick your reply times for business hours, after hours and weekends.
- Write one short reply you can send in 30 seconds.
- Check how long your last five inquiries waited for an answer.
If that last step is uncomfortable, that is useful. It tells you where to start. If you would like help, book a 15-minute call.
Common questions
Is it okay to reply the next morning?
For an inquiry that comes in at night, yes, as long as the customer gets an instant message saying you received it and when to expect a reply. A silent night is what costs you. A clear promise does not.
Should I reply by phone or text?
Reply the way they contacted you. If they filled in a form or emailed, answer by email first and offer a call. If they texted, text back. Check the Canadian rules in our guide to follow-up emails and texts before you start any automatic messages.
Can I automate every reply?
No. Automate the first reply, the details and the scheduling. Take over by hand for pricing, problems and anything that needs your judgment.