Reply quickly to the first enquiry
The first reply matters most. Someone who has just filled in your form is thinking about the problem right now; tomorrow they may have called someone else. Aim to reply the same working day, and within the hour where you can.
If you can’t give a full answer straight away, a short reply that confirms you’ve received the enquiry and says when you’ll be in touch still helps. See how to respond to enquiries faster.
A simple follow-up rhythm
| When | What |
|---|---|
| Day 0 | Reply to the enquiry. Answer their question and suggest a next step. |
| Day 2 | If no answer, a short call or message: “Just checking you saw my note.” |
| Day 5 to 7 | Add something useful: an example of similar work, a relevant answer, a time you can visit. |
| Day 14 | A friendly close-out: “I’ll assume the timing isn’t right. Happy to help whenever you’re ready.” |
Adjust to your business. A homeowner wanting an urgent repair needs a faster rhythm than a company planning next year’s budget.
What to say
- Be specific. Refer to their enquiry and what they told you.
- Give a reason to reply. Ask one clear question or offer one clear next step.
- Keep it short. Three or four sentences is enough.
- Use their channel. If they called, call back. If they emailed, email.
Hi Sam, thanks again for getting in touch about the bathroom renovation. I can come and measure up on Thursday morning or Friday afternoon. Would either suit?
When to let go
After three or four attempts over two weeks with no response, mark the lead as lost with the reason “no response”. It keeps your pipeline honest. If they get back in touch later, you’ll have the history.
Follow-up templates you can adapt
Day 2: a short check-in
Hi Alex, just making sure my note about the office cleaning quote reached you. Happy to answer any questions or pop in for a quick look this week.
Day 7: add something useful
Hi Alex, I thought this might help: we recently did a similar fit-out for a practice in Carlton, and the main thing they wished they had planned earlier was after-hours access. Would Thursday suit for a site visit?
Day 14: a polite close
Hi Alex, I haven’t heard back so I’ll assume now isn’t the right time. If anything changes, just reply to this email and I’ll pick it up.
The close-out message often gets the most replies. It is honest, it puts the customer in control and it ends the sequence on good terms.
Following up by phone
For larger jobs, a phone call often works better than email. Keep it short: remind them who you are, refer to their enquiry and suggest a next step. If you reach voicemail, leave a brief message and follow it with a short email so they have your details in writing.
Keeping track of where each lead is
Following up only works if you know who is due for a nudge today. Give every lead a status and a next-step date, and work from a list sorted by that date each morning. When you contact someone, log it in one line and set the next date before moving on. That habit, more than any script, is what stops leads going cold.
Make it happen every time
Follow-up fails when it relies on memory. Give each lead an owner and a next-step task with a date. Many CRMs can also set up a sequence: a series of reminders and draft messages that the owner reviews and sends.
On Professional plans and above, NovaSoft One’s sales sequences create the follow-up tasks and message drafts for you to review and send, and lead response targets show which enquiries are waiting too long for a first reply. On every plan, leads have owners and follow-up tasks.
Common questions
How many times should you follow up a lead?
Three or four attempts over about two weeks suits most small businesses. After that, close the lead politely and keep the record.
Is it better to call or email?
Use the channel they used to contact you, and mix in a call for larger or more urgent jobs.
This guide is general information for Australian businesses, not legal, tax or financial advice. Check anything specific to your situation with a qualified adviser or the relevant government agency.