ENQUIRY FOLLOW-UP GUIDE
Free from StegPoint · stegpoint.com

SET UP ONCE
Choose who checks enquiries and a response time you can consistently meet.
Keep your customer message pack, quote template and tracker together.
Use one record per enquiry. Record only what you need to handle the request.

1. A NEW ENQUIRY ARRIVES
Record the received date, name / reference, contact, request and source if known.
Set status: New.
Read the request before replying. Use message 1 from the customer message pack.
Set a next action and a real follow-up date.

2. YOU NEED MORE INFORMATION
Ask only for details that affect the scope, price or timing.
Use message 3. Set status: Contacted.
Next action example: Check whether the requested photos have arrived.
If information is sensitive, provide a suitable secure way to share it.

3. YOU SEND THE QUOTE
Check scope, inclusions, exclusions, totals, validity and timing.
Use message 4 with your completed quote. Set status: Quoted.
Record when you sent it and any follow-up date agreed with the customer.

4. THE CUSTOMER HAS NOT REPLIED
If no timing was agreed, one friendly check-in a few days later may be appropriate.
Use message 5 and ask whether they need anything explained.
Do not send repeated daily chasers. If they ask you to stop, stop.
If there is still no reply, you can use message 12 to close the loop, then mark Closed.
Do not treat silence as acceptance of a quote or booking.

5. THE CUSTOMER ACCEPTS
Confirm availability, agreed scope and any other requirements before booking.
Use message 6 only when the booking is confirmed. Set status: Booked.
Send the welcome template with the preparation and contact details they need.

6. THE WORK IS COMPLETE
Provide the agreed handover and any care instructions.
Use message 8 where appropriate. Invite honest feedback without requesting a rating.
Resolve outstanding questions, then mark Closed.

DAILY TEN-MINUTE CHECK
[ ] Read new enquiries and respond or assign a clear next action.
[ ] Check today's follow-up dates in the tracker.
[ ] Confirm changes with customers before altering bookings.
[ ] Update status and next actions after each conversation.
[ ] Close finished or declined enquiries.

WEEKLY REVIEW
How many genuine enquiries came in?
How many received a response within your chosen response time?
How many quotes are waiting for a decision?
Are any open enquiries missing a next action or follow-up date?
Which repeated question should you answer on your website?

This is a manual workflow. The templates and tracker do not send messages automatically.
