The difference between an enquiry and a customer.
RESPOND QUICKLY
Within hours where possible, within a working day always.
Most enquiries go to several businesses. The first to reply frequently wins, regardless of price.
ACROSS EVERY CHANNEL
Phone, email, WhatsApp, social messages, and the website form.
An enquiry ignored on one channel is lost, however good you are on another.
WHAT TO INCLUDE IN A REPLY
An answer to what was asked Anything they will need to know next A price, or how pricing works A clear next step
SET EXPECTATIONS
State your hours and response time. It reduces the anxiety that produces repeated messages.
TEST YOUR FORM
Monthly, from an external address. Forms break silently and you lose enquiries you never know about.
RECORD THEM
An enquiry existing only in one person's phone or inbox is lost when that person is unavailable.
WHAT TO LEARN
Recurring questions belong on your website. If three people ask the same thing, the site failed to answer it.
