If you are on the tools all day, follow up with leads in three short steps: a first reply within minutes, a second try the next day, and a last note a few days later. Write each one down on a single list so nothing depends on your memory. The aim is to be easy to reach, not to chase.
This page covers the routine for new enquiries. For the timing of the very first answer, see how fast should you respond to an enquiry. For what comes after a quote, see follow-up email after a quote.
The first reply
You do not need to finish the conversation in the first reply. You need to show that a real person has the enquiry and say what happens next.
Use a text, because you can send one from a ladder. Say who you are, that you have seen their enquiry, when you will ring, and ask one easy question about the job.
Hi Sam, it’s Dave from [business]. Got your enquiry about the deck. I’m on site until 3, I’ll ring you at 4. Is it a new build or replacing an old one?
Set a habit that fits the day. Check your phone at smoko, at lunch and when you finish for the day. Those three windows let you answer most enquiries inside a few hours without stopping work. If you cannot manage even that, a short automatic reply to missed calls helps, and missed call text back for tradies has the wording.
The second try
If the callback goes to voicemail or the text gets no answer, try again once, the next day, at a different time. If you rang at 4pm, try at 7.30am or around 6pm. People answer at different times of day and a missed call at work is not a refusal.
Change the method. If you rang first, text. If you texted first, ring. Keep the message short and give them something easy to answer.
Hi Sam, Dave again from [business]. Tried you yesterday about the deck. Happy to talk tonight or tomorrow morning, whichever suits.
Do not send a message that only says you are chasing. Say what you can do for them.
The last note
Three or four days after the second try, send one last message. It closes the loop politely and leaves the door open. It also makes some people reply who had meant to and forgot.
Hi Sam, I haven’t been able to reach you, so I’ll close this one off for now. If you still want the deck looked at, text me and I’ll fit you in.
After that, stop. Three tries is enough for a first enquiry, and a fourth starts to look like pressure. If a homeowner replies later, pick it up again. If a quote was already sent, switch to your quote follow-up instead.
Where to write it down
If the follow-up lives in your head, it will fail in the week you are busiest. Keep one list of enquiries, a line for each, with:
- name and phone number
- suburb and the job in a few words
- date of the enquiry
- what you have done so far (first reply, second try, last note)
- the next step and the date it is due
A shared spreadsheet or a notes app on your phone is enough. The rule is that every line has a next step and a date. At the end of each day, spend five minutes on whatever is due. There is a fuller version in a simple way to keep track of every enquiry and quote.
Calls, texts or email: how to follow up with leads
| Method | Best for | Watch out for |
|---|---|---|
| Text | The first reply, quick questions, a nudge | Keep it short; no links in a first message |
| Phone call | Anything about scope, access or price range | Ring at a time they can talk; leave a short voicemail |
| Written detail, photos, a quote | Slow to be read; do not rely on it alone for a new enquiry |
Match the way they got in touch. If they filled in a form with an email, send a quick email and a text. If they rang, ring or text back.
Spam and consent basics
In Australia, commercial text and email messages come under the Spam Act 2003. The government’s business site says you need the person’s permission before you send them, that consent can be express or inferred, and that you should keep records of who gave permission, when and how. It also says messages need a clear way to unsubscribe, which you must honour within 5 working days, with no fee. Read the business.gov.au page on promoting your business by email or text messages and check how it applies to your situation.
The same page says the ACMA enforces these rules. A reply to someone who has just asked you about a job is a different thing from a marketing blast, but the rules depend on the content of the message, so do not guess. New Zealand and the US have their own rules.
If you buy leads or let an agency contact homeowners for you, ask where the permission came from. PreBuild rings every homeowner who enquires, and the details are on the enquiries page.
Common questions
How often should I follow up with a lead?
For a new enquiry, a first reply the same day, a second try the next day and a last note a few days later. Then stop unless they get back to you.
What if I can’t answer during work hours?
Use two or three fixed check times in the day, and send a text rather than waiting until you can ring.
Is it better to call or text?
Text first when you cannot talk, ring when you can. Switch methods on the second try.
Do I need permission to text a homeowner?
In Australia the Spam Act covers commercial messages, and the regulator’s guidance explains consent. Check it for your case.