A follow-up schedule
| When | Purpose |
|---|---|
| Within 2 days | Check it arrived and offer to walk through it. |
| About a week | Answer questions, address concerns, confirm timing. |
| Before it expires | Remind them of the validity date and any scheduling impact. |
| After expiry | Close it out politely and record the outcome. |
What to say
Hi Priya, just checking the quote for the office fit-out came through okay. Happy to go through any of it over the phone. If you’re hoping to start in March, we’d need to lock in dates by the end of the month.
It is short, it refers to their job and it gives a reason to reply now.
Find out why it stalled
When a quote goes quiet, ask directly but kindly: “Is there anything in the quote that isn’t working for you?” Common answers are price, scope, timing and needing someone else’s approval. Each has a different fix.
What to do when price is the objection
When a customer says the quote is too expensive, find out what they are comparing it with. Sometimes another quote includes less. Sometimes they need to stage the work. Useful responses:
- Walk through what is included and what isn’t in the cheaper quote.
- Offer a reduced scope that fits their budget.
- Offer to split the work into stages over time.
- If you discount, trade something for it, such as flexible timing or a larger order.
Avoid cutting your price just to win the job. A discount you can’t afford turns a sale into a loss.
Follow-up email examples
Two days after sending
Hi Sam, just checking the quote came through and made sense. If it’s easier, I can run through it on a quick call this week.
A week later
Hi Sam, I wanted to check whether you had any questions about the quote. If timing is the issue, we can hold the price until the end of the month.
Before it expires
Hi Sam, a quick heads-up that the quote is valid until Friday. After that I’ll need to re-check material prices. Let me know if you’d like to go ahead or need anything changed.
Tracking your quote win rate
Count how many quotes you sent last quarter and how many were accepted. Then break it down by job size, source and the person who quoted. Patterns appear quickly: perhaps small jobs win at a high rate but large ones stall, which may mean large quotes need a follow-up meeting rather than an email.
Making follow-up a habit
The simplest system is a task created the moment a quote is sent, due two days later. When you complete it, create the next one. It takes seconds and means no quote is left to chance.
Learning from quotes you lose
When a customer says no, ask one polite question: “Would you mind telling me what made the difference?” Most people will answer honestly. Record the reason. Price, timing, scope and trust come up again and again, and each points to a different improvement: sharper pricing, faster quoting, clearer scope or more proof of past work.
Quick checklist
- Create a follow-up task the moment a quote is sent.
- Follow up within two days, then after about a week.
- Remind the customer before the quote expires.
- Ask directly but kindly what is holding them back.
- Trade, don’t just cut, if price is the objection.
- Record the outcome and reason, won or lost.
Record the outcome
Won or lost, record it with a reason. Over time you’ll learn your real win rate and which kinds of quote need a different approach.
In NovaSoft One, each quote sits on the deal and customer record, so a follow-up task, the quote and the conversation history are all in one place. See quotes and proposals.
Common questions
How soon should you follow up a quote?
Within two business days of sending it.
How many times should you follow up?
Three or four times over two to three weeks, then close it out politely.
Is it pushy to follow up?
Not if you are helpful and brief. Most customers appreciate the reminder.
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.