How to use these
Each message is short on purpose. Say who you are, remind the customer what it is about, and make the next step easy. Change the wording until it sounds like you.
Common mistakes
- Waiting too long. A missed inquiry answered the same day is worth far more than one answered next week.
- Sending a long message. A customer reads two lines on a phone and answers or doesn't.
- Asking for a review before the customer is happy. Check that the work is right first.
- Following up five times. Send one, then one more, then close it out politely.
Related: Price Increase Calculator and when to raise prices in The Groundwork Review.
Anticipated Questions
How soon should I follow up on an estimate?
A few days is a common rhythm: long enough that the customer has had time to read it, short enough that the job is still fresh. Send one friendly follow-up, then one more a week later. After that, close it out politely.
Should I text or email?
Use whichever the customer used to contact you. Text suits a quick check-in; email suits anything with a price, a date or a payment request, because it leaves a record.
Is it pushy to follow up?
A short, polite message that offers help and gives the customer an easy way to say no is not pushy. Most customers who don't reply were busy, not unhappy.
What should I say when I raise prices?
Say what changes, from what date, and why in one sentence, and keep it short. Our Price Increase calculator shows how many customers you can lose and still earn the same profit.
Do you store what I type?
No. The messages are written in your browser. Nothing you enter is sent to us.
