A simple process for handling every new enquiry

1. Capture everything in one place

Calls, forms, messages and notes should all reach one customer record. Relying on memory, scraps of paper or several phones makes it too easy to forget who needs a quote.

Record the customer’s name, contact details, location, required service, source and next action. Keep it brief enough that the team can update it in a few minutes each day.

2. Respond quickly—even when you cannot talk

Speed reassures a customer that their enquiry has arrived. An automatic text or email can confirm receipt and say when you will respond, without pretending a person is available when they are not.

If missed calls are common, consider call answering support, a shared team process or carefully managed AI assistance. Technology should protect the opportunity and set expectations; important advice, pricing and promises should still be controlled by the business.

3. Qualify the job consistently

Using the same questions improves speed and quality. It also helps you feed useful information back into the advertising campaign about which enquiries became good jobs.

• What work do they need?
• Where is the property?
• How urgent is it?
• Is the job a good fit for your service and minimum value?
• What is the agreed next step and when will it happen?

4. Build trust and keep the next step clear

Send the customer what they need to feel comfortable: confirmation of the appointment, relevant examples, reviews, insurance details or an explanation of the process. Keep each message focused on the next decision rather than overwhelming them.

After quoting, schedule follow-ups instead of hoping they remember. Mark the lead as won or lost and record the reason. This creates a repeatable system and helps the campaign learn which leads are most valuable.