When a customer requests a quote for a specific project, they’re looking for a fast and detailed response. They’re also likely checking out options from several businesses, so it’s important that your response stands out.
To turn requests into actual jobs, it starts with winning over your customers with an effective response. Follow these tips that will help you stand out from your competitors.
1. Respond quickly
When customers request a job quote, they’re likely in need of someone soon or even ASAP. Replying quickly makes it more likely that you’re among the first to respond, increasing the chances that the customer hires you. The longer you wait, the more likely another business will secure the job before you.
If you’re constantly on the go, download the Yelp for Business mobile app and set up push notifications so that you or a trusted employee can review requests in live time and respond quickly.
Your response time and rate are also shown on your Yelp Page, so the faster you respond, the more attractive you look to prospective customers. If someone has an urgent issue, they’re more likely to pick someone who has a 20-minute response time as opposed to three hours. Note that you can also see your response time and rate from your Yelp for Business inbox.
Pro tip: Even if you’re not right for the job, you should still respond by selecting the “Unable to service” response option. We suggest politely declining and thanking them for considering your business. This showcases your professionalism and increases the chances they reach out to you for a different job in the future.
2. Respond with price estimates or ranges if possible
If a consumer reaches out to you, you’re already an option for the job. Now they want to know how much it might cost (and they prefer to get that information online, not over the phone). Customers find huge value in receiving ballpark numbers, even if they’re just rough estimates.
And remember that they’re called estimates for a reason—they’re an anticipation of what the project might cost. Just be transparent about any potential added fees or costs.
Pro tip: Another perk of providing estimates is that it helps you connect with high-intent customers who are aligned with your pricing—subsequently separating out those who may not be in your range.
3. Provide a detailed explanation of the price estimate
Consumers want to understand what is going into the price—from labor to material—to help them gain more familiarity with the specific project or task. A detailed explanation can also help instill confidence in the accuracy of your price estimate, building their trust in your business.
This allows you to share all project details and costs, ensuring there are no unexpected charges or hidden fees. Here are some items consumers prefer to see in the quote:
- Itemized breakdown of the price (materials, labor, time frame, etc.)
- Project plan detailing the steps in the job
- What services are included in the quote
- Number of people working the job
- How your services stand out compared to the competition
The more detail you provide, the easier it is for the consumer to make a decision—and ideally to choose you. And while it requires more of your valuable time to provide a detailed response, it goes a long way in converting leads into jobs.
Pro tip: Be honest about what the project entails, but be careful of making it sound overly laborious and time consuming. Consumers want to know the details, but you’re doing the job so the details don’t need to intimidate them.
4. Provide clear next steps
If the job is right for you, provide specific, action-oriented next steps to secure the appointment.
Consumers are more likely to respond to or even accept an appointment request if you make it easy for them. Provide a few date and time options that you’re available. And even if the times don’t work, providing scheduling options tends to lead to more engaged customers.
Saying “call me” or “let me know” probably won’t get you a customer response, but if you say, “I can be there tomorrow morning at 9 a.m.,” you’re more likely to secure that spot.
Pro tip: Use Yelp’s scheduling feature to suggest specific time slots. After you receive a request, select “Send price & availability” to share an estimated cost and appointment scheduling options. The customer can choose the time that works for them, and you will receive a “Confirmed appointment” message—all in the same Yelp conversation.
Additional tips
- Create custom, personalized responses. After you read the full request, customize your response based on the customer’s specific scenario. Address them by their name, and ask questions that are specific to the type of service they’re requesting. Try to avoid responses that are too robotic or unnecessarily lengthy.
You should also ask any other questions you need answered—beyond the initial prompts—to make it easier to prepare their quote.
- Follow up. Reach back out after the initial response to show you care and that you are interested in earning their business. If a customer is still on the fence about who to choose, that extra outreach could make the difference.
If they respond back and say they chose a different company, it’s still an opportunity to win their business next time. Just like if the job isn’t the right fit, respond and tell them you appreciate the consideration and are always available in the future, leaving a great impression for the next time they may need your service.
- Be friendly and authentic. Throughout your communication with a potential customer, be sure to stay true to your business brand and values while exercising great customer service. Remember that customers want to do business with real people, so be sure to showcase your personality.
To make sure you’re maximizing the number of relevant messages you receive, make sure your Yelp Page is complete, including your service area and service offerings. You can also consider adjusting your Yelp Ads spend or signing up for Nearby Jobs, a live feed of jobs submitted by consumers in your area (available for select categories).
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The information above is provided for educational and informational purposes only. It is not intended to be a substitute for professional advice and may not be suitable for your circumstances. Unless stated otherwise, references to third-party links, services, or products do not constitute endorsement by Yelp.