Next to getting the job done right, quoting is one of the most important parts of running a tradie business.
But while you’re an expert at your job, quoting may not come naturally to you.
Your business could lose customers if you don’t get on top of your quoting process early.
This blog is designed to give you ten tips to help you follow up on your trade quotes professionally and efficiently.
- Take notes during your conversation
Although this may seem obvious to some, many tradies skip this step. Taking notes will make it easier to follow up with customers – even if you have a good memory of their jobs and other discussed details.
It can be difficult to recall when you called and what your conversation was about, especially when there are many customers.
Take notes of key points so that you don’t repeat yourself unnecessarily or sound like you don’t care.
It will go a long way to establishing your business as professional and trustworthy.
- Notify the customer when the quote was sent
In your note-taking process, it’s also crucial to write details about when you sent the quote to the customer.
Information such as when you sent the initial quote, followed up, and if the customer responded will help you track your quotes.
This will ensure all your customers are receiving the same service and that you will remember to send a quote to someone.
Consider using a digital calendar or notepad to keep track of your schedule.
3. Find out how and when is the best time to reach them
Customers with busy lives will likely choose email over other methods of communication.
You want to avoid bothering your clients with your quote while they are in the middle of a meeting.
Find out the best time, day, and method of reaching them.
This will show your professionalism and allow them to see that you care about them and their circumstances.
Also, double-check the spelling of names and emails – there’s nothing more off-putting than someone getting your name wrong!
4. Tell them that you will follow up after they quote
Customers will appreciate your customer service if you follow up on your quotes. It shows that you value their business.
Let them know they can take their time and review the quote. A good rule of thumb is to allow one or two weeks to decide.
Make sure you let them know that you are available to answer any questions on the follow-up call or email.
5. Confirm that they have received the quote
This is particularly important as emails can go to junk, and postal mail may arrive late or lost. It is crucial to verify that the customer received the quote.
Do not be pushy on the call. The goal is to verify that they received the quote. However, if they have, this could allow you to gauge their reactions to the price and willingness to move forward. If they are still considering other offers, this will also allow you to consider the likelihood of getting the job.
It is a good idea to check that they have received the quote and ask them where they stand on it. This will help you determine what your next steps are. You can then ask when is the best time to call them back.
6. With a reason, repeat the follow-ups
If you want to win work, it is important to keep following up. Customers are more likely to get multiple quotes and will choose the business that is most interested in them.
It is important to assess how close the customer is to deciding without being pushy or annoying.
A reason to call can make you more friendly than pushy. So, use this time to offer value and not just push for a yes/no response.
This could be a courtesy phone call informing them that they may not be available during certain weeks or that you have completed another job earlier than expected. Ask them questions if they need clarification on the quote. This could help them decide to move forward.
7. Establish a Process
Here’s a good example of a way to organise your follow-ups:
- 24-48 hours after receiving a quote: Follow up to confirm that they have received it.
- Follow up within seven days of the quote to answer any questions.
- Twenty-one days following the initial quote: Follow up with them to find out if there are any additional questions or if they plan on moving forward soon.
- If you don’t know if they have a clear answer, put them in a “long-term follow-up” plan. Call them once a month to check up.
The urgency of the job and your trade will affect the length of this process. If it were an urgent plumbing repair for a leak, you would follow up faster (and customers will likely respond much quicker), but if the job is for an entire remodelling of a house, the process can take longer.
8. Use CRM software
You might find yourself writing down reminders, contact information, or notes on paper and then forgetting them. CRM software can be downloaded on your tablet or mobile.
Customer Relationship Management (CRM) software is a system that allows you to organise and automate these processes to reduce human error.
It can be used to store all customer contact information, reminders and conversation notes, and quote information. Many CRM software stores information in the cloud so you can access it anywhere, whether at work, home or on the move.
9. Get feedback
It doesn’t matter if you are offered the job or not. It is an opportunity to learn from the customer about what motivated them to make that decision. This could be as simple as the customer wasn’t satisfied with their quote or unsure of what they were getting.
Perhaps they wanted to pay using a payment method that you don’t accept. Maybe you weren’t able to provide what they required at the right moment. Perhaps they needed testimonials from others who used your service.
Keep an open mind, learn from others and adapt as needed. Making small changes to your business can make a big difference in attracting the customers that you need to keep the work going.
- Consider disclosing your tradie insurance
Insurance for tradies is an essential part of running a business – if not a necessity depending on your industry. It is there to protect you from a number of risks during the day-to-day operations of your business.
But what many tradies don’t consider is that their customers may also want to know whether you are protected.
For example, customers might want to know if your business could financially support a claim if you accidentally injure them or damage their property.
Disclosing that you have Public Liability insurance, which can provide protection in both situations, may give your customers the assurance they need to proceed with hiring your business.
The bottom line
No matter what trade you’re in, sorting out your quoting process is incredibly important to your success.
Hopefully, these ten tips can help you create an efficient way of quoting so you can continue to grow your tradie business.
This information is general only and does not take into account your objectives, financial situation or needs. It should not be relied upon as advice. As with any insurance, cover will be subject to the terms, conditions and exclusions contained in the policy wording. © 2023 BizCover Pty Limited, BizCover Limited is owned by BizCover Pty Ltd.
