Key takeaways
- An unanswered quote is usually a busy client, not a refusal: a polite follow-up wins jobs back.
- Follow up early (2 to 3 days after sending), again a week later, then stop.
- Texts work better than email for a short follow-up; always include the link to the quote.
- Knowing when your client opened the quote tells you when to follow up and in what tone.
You did the walkthrough, took the measurements, sent a clean quote… and nothing. No yes, no no. It's the most common situation in a service business, and it's where a lot of easy jobs get lost.
The good news: an unanswered quote is rarely a refusal. Your client is busy, comparing, waiting to talk about it at home, or simply forgot. A well-timed follow-up handles most of these cases.
Why clients don't reply
Before writing anything, understand what's happening on the other side:
- They haven't read the quote yet. It arrived between two work emails and sat there.
- They're comparing. They're waiting for one or two other quotes before deciding.
- They're unsure about the price or an option. They don't want to say it, so they say nothing.
- The timing isn't right. The project is good, just not this week.
Your follow-up should cover all four cases without pressure: remind, make it easy, open the door to a question.
When to follow up
A simple schedule that works for most home service trades:
| When | What to do |
|---|---|
| Day you send it | The quote goes out with a short note and the link to sign. |
| 2 to 3 days later | First follow-up, short and friendly. |
| 7 days later | Second follow-up, with an open question. |
| 14 days later | Last message that politely closes the file. |
If you know your client opened the quote, adapt: someone who opened it three times yesterday is deciding, so it's the perfect moment to follow up. Someone who never opened it may have missed the message, so resend the link.
Text or email?
For a two-sentence follow-up, a text is often the best choice: it's read quickly, on the phone, where your client can sign in one tap. Email is still useful for a complex quote, a proposal with several options or a commercial client who works by email.
Either way, include the link to the quote. Your client should never have to dig for your first message to answer you.
Ready-to-send messages
First follow-up (2 to 3 days)
Hi Mary, it's Alex from [Your company]. Just making sure you got the quote for the window cleaning. You can view and sign it here: [link]. Happy to answer any questions!
Second follow-up (7 days)
Hi Mary, following up on the quote for your windows. Do the price and date work for you, or would you like me to adjust something? [link]
The open question matters: it gives an easy way out to a client who's hesitating on the price or an option.
Last message (14 days)
Hi Mary, I'll close your file for now so I don't bug you. If the project comes back, the quote is valid until [date]: [link]. Have a great day!
This message often wins back clients who were going to say yes "later". It's polite, it's not pushy, and it creates a natural deadline.
Mistakes that lose the job
- Following up too late. After two weeks, the client has often picked someone else.
- Following up too often. A message a day drives people away. Two or three follow-ups in total, no more.
- Forgetting the link. Every extra step between your client and the signature costs you jobs.
- Changing the price in a follow-up. If you want to negotiate, ask a question first; don't drop your price before knowing what's in the way.
- Doing it all from memory. With 20 open quotes, you'll forget some. A written tracker, or software that follows up for you, fixes that.
Automate without losing the human touch
Following up on every quote by hand takes time, especially in peak season. It's the kind of task software does better than you: it never forgets, it follows up at the right time and it tells you when the client opened the quote.
The key is to keep it human: short messages, in your name, that sound like what you'd write yourself. A well-written automatic follow-up looks just like a manual one, except it goes out on time.
Frequently asked questions
How long should I wait before following up on a quote?
Two to three days after sending is a good rule for the first follow-up: enough time for the client to read it, soon enough that they still remember your visit.
How many follow-ups should I send?
Two, three at most. After the second follow-up with no reply, a last message that politely closes the file often wins back the undecided, and you move on.
Text or email for a follow-up?
For a short follow-up, a text is usually read faster. Email works better when you need to repeat details or attach documents. Either way, include the link to the quote.
Can Lume follow up on my quotes automatically?
Yes, from the Scale plan: with no reply after 3 days, a text or email goes out with the link to the quote, and you know when the client opened it.