How to reply to a customer inquiry (and get a visit booked)

The short answer

Reply the same day.
Answer their question in their own words.
Ask only what you need to price the job.
End with two or three times they can pick.

A reply that ends with a time gets a decision. A reply that ends with "let me know" usually doesn't.

The 5-part reply

Thank them, and name the job: "Thanks for getting in touch about the leak over your garage."
Answer what they asked, in a sentence or two.
Ask what prices the job: the address, a photo, and when it started or when they need it done.
Offer times: "I can come and look Thursday at 8, Thursday at 4:30 or Saturday at 9."
Sign off with your name and number.

Templates

1. A quote request

Subject: Re: Quote for {the job}

Hi {first name},

Thanks for getting in touch about {the job}. To give you an accurate price I'd like to take a quick look. Could you send {a photo / the address}?

I can come by at any of these times: {time 1}, {time 2}, {time 3}. Reply with the one that suits and it's booked.

{Your name} · {Company} · {phone}

2. "How much does it cost?"

Subject: Re: Price for {the job}

Hi {first name},

Good question. Most {jobs like this} fall between {range}, depending on {the two things that drive price}. I can give you an exact number after a 20-minute look. Would {time 1} or {time 2} work?

{Your name}

3. "Can you come this week?"

Subject: Re: This week

Hi {first name},

Yes. I have {time 1} and {time 2} this week. Reply with the one that works and I'll confirm.

{Your name}

4. An inquiry that arrives after hours

Subject: Re: {their subject}

Hi {first name},

Thanks for your message about {the job}. Here are three times I can come and look: {time 1}, {time 2}, {time 3}. Pick one and it's booked; I'll confirm first thing.

{Your name}

5. A job you don't do

Subject: Re: {their subject}

Hi {first name},

Thanks for thinking of us. {The job} isn't something we take on, but {who to ask / what to look for}. If you ever need {what you do}, we'd be glad to help.

{Your name}

6. The automatic acknowledgment (for your website form)

Thanks, {first name}. We've got your request about {the job} and will reply today with times we can come and look. If it's urgent, call {phone}.

Only promise "today" if someone really replies today.

Questions

How fast should I reply to an inquiry?

The same day. When someone asks more than one company, the first clear reply has an edge.

Should I give a price by email?

Give a range and what drives it, then offer a visit for an exact number.

What should I ask in my first reply?

Only what you need to price the job: the address, a photo and the timing.

What if the inquiry comes in at night or on a weekend?

Reply with times. A booked time waits for you; an open question goes to whoever answers first.

Should I use an auto-reply?

Yes, as an acknowledgment, but make the promise true.

Or let AO reply for you

Inbox · Larkhaven RoofingExample

Nina · website form9:02 pm

Water coming through the ceiling over the garage after the storm. Can someone look this week?

AO reply · 9:04 pmStrong fit · sent on its own

Hi Nina, sorry about the leak. I can look at it at any of these times:

Thu 4:30Fri 5:00Sat 9:00

Tap one and it's booked.

Artificial Outreach replies to every inquiry with three open times from your calendar, even at 9pm.

Strong fits book on their own within your hours. You approve the rest from your phone.
Replies go from your own inbox, in your voice.

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