Follow-up basics
How long should you follow up a quote? (And when should you stop?)
Most customers who go quiet after a quote haven't said no. Here's how long to keep in touch, and how to do it without being a pest.
The FLWUP team · · 7 min read
You send a quote. Nothing comes back. Do you chase it, or leave it so you don't seem pushy? Most businesses leave it, and most of those quotes quietly go to someone else.
The short answer
Follow up until the customer gives you an answer: yes, no, or stop. For most quoted work that means four to six messages spread over a few weeks. For bigger decisions that take months, like solar, renovations or a wedding venue, it means a slower rhythm that keeps going for longer.
Why people go quiet (it's rarely a no)
- They're busy. Your quote arrived during the school run and slid down the inbox.
- They're comparing. They asked three or four businesses and are waiting for the rest.
- Someone else has to agree. A partner, a business owner, a body corporate.
- They're waiting on something. Finance, a tax return, a bonus, the end of the season.
- They have a question they haven't asked. Often the one thing that would get them over the line.
None of those are a no. All of them are reasons a polite follow-up gets a reply. And the business that's still in touch when the customer is ready usually gets the job, because it's the easiest one to say yes to.
A follow-up rhythm that works
Match the rhythm to how long the decision usually takes. Count days from the first reply.
| How long they take to decide | Examples | Follow up on |
|---|---|---|
| Days | Cleaning, pest control, removals, a service booking | Day 1, day 3, day 7 |
| A few weeks | Fencing, roofing, landscaping, equipment finance | Day 2, day 5, day 12, day 30 |
| Months | Solar and batteries, renovations, weddings, caravans | Day 3, day 10, then every few weeks |
What each message should do
- Add something. Answer a question they might have, offer a time to talk, or mention a detail from their enquiry. "Just checking in" every time wears thin.
- Ask one easy question. "Does an early morning or late afternoon suit for a measure-up?" is easier to answer than "Any thoughts?"
- Keep it short. A text should read like a text. An email should fit on a phone screen.
- Give an easy out. "If you've gone with someone else, no worries, just let me know" gets you a clear answer and keeps you on good terms.
- Leave the numbers to a person. Prices, rates and dates are where a careless message does damage. Say you'll go through them, then do.
Hi Sarah, just following up on the deck quote. A couple of people have asked whether we can do merbau instead of treated pine. We can, and I'm happy to talk you through the difference. Would a quick call this week help?
When to stop
- The moment they say no or stop. Immediately, every time.
- When the long tail runs out. After the last message in your rhythm with no reply, let it rest. A short check-in months later, when they might be ready again, is fine.
- If the job has gone. A good closing message ("Thanks for considering us, all the best with the project") costs nothing and is remembered.
Doing it without the admin
The rhythm above is simple. Keeping it up for every enquiry, every week, is the hard part. FLWUP does it for you: a reply to every new enquiry in about two minutes, follow-ups on a rhythm set for your trade, in your voice and under your name, and a text to you the moment someone's ready to talk. It never quotes a price or a date for you. Try the live demo or find your industry.