How to Reply to Customer Enquiries and Win the Job (Free Templates Inside)

Getting an enquiry feels great. Someone has found your business and wants what you offer. But an enquiry isn't a customer yet.

Most people who send an enquiry are contacting two or three businesses at once. The one that replies first, clearly and professionally, usually gets the job. The one that replies three days later often hears nothing back.

Here's how to make sure your reply wins.

The five rules of a winning reply

1. Reply fast. Aim to respond within a few hours during working days, and the same day at the latest. If you're on a job, even a short "Thanks, I'll ring you this evening" holds your place.

2. Use their name, and answer their actual question. A reply that clearly responds to what they asked shows you've read it properly. Copy-and-paste replies are obvious.

3. Make the next step clear. Suggest a time to call, a date for a site visit, or a link to book. Don't leave the customer wondering what happens now.

4. Keep it short and friendly. Three or four sentences is usually enough. Save the detail for the phone call or the quote.

5. Follow up once. If you don't hear back within a few days, send one polite follow-up. Many people simply get busy and forget.

Templates you can copy

Adapt these to your own voice. Replace anything in square brackets.

Template 1: A tradesperson replying to a quote request

Hi [Name],

Thanks for getting in touch about [the job, e.g. replacing your bathroom tiles]. That's something we do regularly around [town].

To give you an accurate quote, I'd like to take a quick look. Would [day] at [time] or [day] at [time] suit you for a 15-minute visit?

Thanks, [Your name], [Business name], [Phone number]

Template 2: A restaurant replying to a booking enquiry

Hi [Name],

Thanks for your enquiry. We'd love to have you and your group of [number] on [date].

We have a table available at [time]. If that works, just reply to confirm and we'll hold it for you. Let us know about any dietary requirements and we'll look after them.

See you soon, [Your name], [Restaurant name]

Template 3: A salon replying to a new client

Hi [Name],

Thanks for getting in touch, and welcome! For [service, e.g. a full head of colour], we recommend a quick consultation first so we can get it just right.

We have openings on [day] at [time] and [day] at [time]. Which suits you better?

Thanks, [Your name], [Salon name]

Template 4: Politely turning down a job

Hi [Name],

Thanks so much for thinking of us. Unfortunately we're fully booked until [date] / this isn't a job we specialise in, so we wouldn't be the best fit.

[Optional: You could try (another local business), who are excellent at this kind of work.]

Best of luck with it, [Your name], [Business name]

Template 5: A friendly follow-up

Hi [Name],

Just following up on my message about [the job]. Are you still looking for help with it? Happy to answer any questions, and no pressure either way.

Thanks, [Your name], [Business name]

Why turning down a job politely still pays

It's tempting to ignore enquiries you can't take on. But a short, polite reply leaves a good impression, and people remember it. They may come back for a different job, recommend you to a friend, or leave a positive comment simply because you were courteous.

Recommending another trusted local business also builds goodwill that often comes back to you.

Look after customers' details

When a customer sends you their name, email or phone number, use it only to reply to their enquiry and do the job, unless they've agreed to hear from you in other ways. Don't add them to a marketing list without their permission. It's good manners, and it's what data protection law expects.

Your enquiry checklist

• Notifications switched on so you see new enquiries quickly
• Replies sent the same working day
• Customer's name used and their question answered
• A clear next step offered in every reply
• One polite follow-up sent if there's no response
• Jobs you can't take declined politely
• Customer details used only for their enquiry

Get more enquiries to reply to

Every Leinster Local listing includes an enquiry form, so customers can contact you directly from your profile. Add your business for free, or claim your existing listing, and make sure new enquiries reach you straight away.