How to answer enquiries faster when you are on the tools
Customers usually go with the first tradie who replies. Reply to every enquiry within minutes if you can, use a missed-call text back, keep ready-made replies and follow up quotes. Speed is the cheapest way to win more jobs.
Customers rarely wait. If you miss the call and they ring the next business, that job is gone. The fix is not working longer hours, it is a better system.
- The first sensible reply often wins the job.
- Use missed-call texts and one inbox.
- Batch your replies at set times.
Why speed wins
People contacting a trade business usually have a problem to solve now. The first business that responds sensibly often gets the job.
Practical fixes
- Set a voicemail message that says you will text back, and then do.
- Use an automatic text reply to missed calls.
- Collect web form and email leads in one place.
- Check enquiries at set times, such as morning, lunch and afternoon.
- Reply with a question or time, not just 'call me'.
Set up a weekly routine
Weekly admin routine
0 of 8 done. Your ticks stay on this device.
Do not forget the follow-up
Replying is step one. Sending the quote fast and following up is what turns the enquiry into work. See our follow-up guide.
Tip. A two-line reply within the hour beats a perfect reply tomorrow.
A reply you can reuse
'Thanks for getting in touch. I am on a job right now but will call you after 3pm. To give you a price faster, can you send a photo of the area and your suburb?' It is polite, sets an expectation and collects what you need.
Protect your time
Replying fast does not mean answering the phone on the ladder. Batch your replies at set times and let customers know when to expect you.
What a slow reply costs
Most people contact several tradies at once. The first good reply often wins, and a missed call is a lost lead. If you take ten enquiries a week and lose three to slow replies, at $1,500 a job that is $4,500 a week you never see.
Example figures for illustration.
Replies you can reuse
'Hi, it's [Name] from [Business]. Sorry I missed your call, I'm on a job. What do you need done and where? I'll call you back by [time].'
'Thanks for asking. Pricing depends on the job, so I'd like to see it or get a few details. Can you send a photo and your suburb? I'll get you a quote today.'
'Thanks for getting in touch. I'm not able to cover [suburb] but I can recommend someone.'
A practical setup
- Add a missed-call text backSo every caller gets an instant reply.
- Collect enquiries in one placeCalls, texts, forms and social messages.
- Save your top five repliesOn your phone.
- Block reply timesFor example at 10am, 12pm and 3pm.
- Hand off if you canA partner or assistant covering calls.
- Track enquiry to quote to jobSo you see where leads are lost.
Mistakes that cost you enquiries
- Letting voicemail fill up and never returning calls.
- Replying to messages hours later and not at all on weekends.
- Using different phone numbers on different sites.
- Asking customers to fill out long forms.
- Forgetting to follow up after sending a quote.
A real-life scenario
A locksmith was missing about a third of his calls while on jobs. He set up a text-back that went out within seconds of any missed call, saying he was on a job and would ring back within the hour. Callers who might have rung the next business now waited. He picked up several extra jobs a week with no change in advertising.
Responding quickly is not about being available 24 hours. It is about showing every customer they have been heard.
Quick answers
Should I use a receptionist?
Some trades do, but a missed-call text and a good inbox solve much of the problem for less.
What should the reply say?
Thank them, say when you can look, and ask for the details you need to quote.
How fast should I reply to an enquiry?
Within minutes if possible, and the same day at the latest.
What if I am on a roof or under a house?
Use a missed-call text back and check messages at set times.
Is a text back annoying?
No. Most people prefer a quick acknowledgement to silence.
Do I need software for this?
Not strictly, but software can send the text back automatically so you never forget.
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