The first reply to a new enquiry doesn't have to be long. It just has to make the customer feel heard and give them an easy next step. Here's a simple way to write one, plus templates you can copy, tweak and keep on your phone.
The five jobs of a first reply
- Thank them, by name. "Hi Sam, thanks for getting in touch." It sounds obvious, but it instantly feels less like a machine.
- Show you read their message. Repeat the problem back in a few words: "sorry to hear the hot water's leaking."
- Ask one or two questions. Only the ones that help you turn up prepared or quote properly. Three is the most; one is often enough.
- Give a clear next step. A booking link is best. Otherwise, say when you'll call: "I'll give you a ring after 3pm today."
- Cover the urgent case. If you do emergency work, include your number: "If it's an emergency, call 04XX XXX XXX."
What to leave out
- Prices before you've seen the job. A rough number in writing tends to become the number. Say you'll confirm pricing once you know more.
- A long list of questions. It reads like a form. Ask the most important one or two; the rest can wait for the call.
- Jargon. "RCD", "TMV", "isolation valve" mean a lot to you and less to most customers. Use plain words.
- Promises you can't keep. "We'll be there in an hour" is great until you're stuck on a job.
- "Dear Sir/Madam". Write the way you'd talk to them at the front door.
- Technical or safety advice by email. If something sounds dangerous, point them to your emergency number (or 000) rather than talking them through it.
Templates you can copy
Swap the bits in [brackets] for your own details. Read them out loud once; if it doesn't sound like you, change it until it does.
1. An urgent job
Hi [Name],
Thanks for getting in touch with [Business]. Sorry to hear about the [problem], that's no fun.
Quick question so we can come prepared: [is it still leaking now / is any power out right now]?
You can book the next available time here: [booking link]. If it can't wait, call us on [number].
Cheers,
[Your name]
2. A quote request
Hi [Name],
Thanks for asking us to quote on the [job]. Happy to help.
To give you a proper price, could you tell me [roughly how big the area is / how many points or lights], and reply with a couple of photos if that's easy?
If you'd like us to come and have a look, you can pick a time here: [booking link].
Thanks,
[Your name], [Business]
3. After hours
Hi [Name],
Thanks for your message about the [problem]. We've knocked off for the day, but I didn't want to leave you hanging.
You can book the first available time tomorrow here: [booking link]. If it's an emergency tonight, call [number].
Talk soon,
[Your name]
4. A job you don't do
Hi [Name],
Thanks for thinking of us. Unfortunately [job] isn't something we do, so I don't want to waste your time.
You'd be best looking for a [type of trade]. If you ever need help with [what you do], we'd be glad to hear from you.
All the best,
[Your name]
That last one is underrated. A polite "not us" leaves a good impression, and people remember it next time they need what you do do.
Subject lines
Keep the subject line simple and specific, so it's obvious it's a reply to them and not a newsletter:
- Re: your hot water enquiry
- Your quote request: backyard in Castle Hill
- [Business]: about your switchboard
If your reply is automatic, say so
An automatic first reply is fine; pretending it isn't is not. A line like "This is a quick automatic reply so you're not left waiting. I'll read your message as soon as I'm off the tools" is honest, and most people appreciate it. It also buys you a bit of time without the customer wondering if anyone's there.
A 30-second checklist
- Used their name?
- Mentioned their actual problem?
- One or two questions, no more?
- Clear next step (booking link or a time you'll call)?
- Emergency number, if you do urgent work?
- No prices, no promises, no jargon?
Save your favourite version somewhere you can find it quickly on your phone. The best reply is the one you can actually send from the ute in under a minute. And if you'd rather not have to, that's the job Quickbell is built for.