The honest answer is: faster than the next company. You do not know how fast that is, so the safe target is as fast as you can. But "fast" means two different things, and splitting them makes it doable.
Two clocks, not one
- The first reply. This only says you got the request and when you will be in touch. It should come within minutes, and it can be automatic.
- The real answer. A call, a visit or a price. This can take longer, as long as the customer knows when to expect it.
Most lost quotes are lost on the first clock. The customer heard nothing, assumed nothing was coming, and asked someone else.
Set targets you can keep
Write down three targets that fit your business, and tell your customers what they are. For example:
- A confirmation text within minutes, every time.
- A call back the same business day.
- A visit or written price within a set number of days.
A promise you keep beats a faster one you miss.
Sort by urgency
Not every request is on the same clock. A burst pipe needs a call now. A kitchen remodel can wait until tomorrow, as long as you say so. Ask one question in your first reply that tells you which kind it is.
What to say in the first reply
"Thanks for your request, [Name]. This is [Business]. We'll call you by [time] to set up a visit."
Name, business, when. That is all it needs.
When you are running late
Text before the time you promised, not after. "Running behind today. I'll call you tomorrow by 10." Customers forgive a delay they hear about. They do not forgive silence.
Make the first reply automatic
The first clock is the easiest to automate and the most expensive to miss. Read about instant lead follow-up and the earlier post on quote requests sitting in an inbox. See how it fits remodeling companies, and run your numbers in the missed-call calculator.