Why estimates go quiet
A homeowner who asked for an estimate wanted the job done. When they go quiet, it’s rarely because they’ve decided against you. More often:
- They’re busy, and your estimate slid down their inbox.
- They’re waiting on other estimates to compare.
- They need to talk it over with someone at home.
- Something in the price or the scope needs explaining, and they haven’t asked.
None of those is a no. Each is a reason to follow up, once or twice, in a way that helps them decide.
Before you send: say when you’ll check in
The easiest follow-up is the one the customer is expecting. Add one line to every estimate:
“I’ll text you Thursday in case you have any questions.”
Now your follow-up is a promise kept, not a chase. It also tells them you’re organized, which is part of what they’re paying for.
If your price is only good for a set time, say so plainly on the estimate (“Price good for 30 days”). Only use a real date. A made-up deadline is the fastest way to look pushy.
The two-message rule
Two follow-ups, then stop.
- About two days after sending: a question, not a push.
- About a week after sending: a clear “keep it open or close it out?”
- After that: mark the estimate lost, and note why if you know.
Two messages is enough to catch the customers who meant to reply and didn’t. More than that, and you start to feel like a sales call.
Fix 01: Day 2, ask a question
Keep it short, use their name, and name the job:
“Hi Sarah, it’s Dave from Ridgeline Plumbing. Any questions on the water heater estimate? Happy to walk you through it.”
Send it the same way they contacted you. If they texted, text. If they called, a quick call or a text both work. Email is fine if that’s how they reached you, but put the job in the subject line so they can find it.
Fix 02: Day 7, make no easy to say
“Hi Sarah, should I keep your water heater estimate open, or close it out for now? Either is fine.”
A question with two clear answers is easy to reply to. It also gives a customer who went with someone else a polite way to tell you, so you can stop wondering and move on.
If they come back with “it’s more than we expected,” that’s an opening, not a loss. Ask what they had in mind, and see if there’s a different option you can offer: a simpler fix, a staged job, or a different part.
Fix 03: Make yes one tap
Every extra step between “yes” and a booked job is a reason to wait. If accepting your estimate means printing, signing, scanning and emailing it back, a lot of yeses stall halfway.
- Send the estimate as a link they can open on their phone.
- Let them approve it right there.
- Put your next available start date on it, so the yes turns straight into a booking.
When to stop
After the second follow-up, stop. Mark the estimate lost and, if you know it, write down why: price, timing, went with someone else, or no reply.
A month of those notes tells you more about your pricing and your estimates than any amount of chasing. If one reason keeps coming up, that’s the thing to fix.
This week’s checklist
- Go through every estimate older than two days with no reply, and send message one.
- Write your two follow-up messages once, and save them on your phone.
- Add “I’ll check in on [day]” to every estimate you send from now on.
Common questions
How long should I wait to follow up on an estimate?About two days for the first follow-up, and about a week for the second. Sooner than two days can feel rushed. Much later, and they may already have booked someone.
How many times should I follow up on a quote?Twice. The first asks if they have questions, the second asks whether to keep it open. After that, mark it lost and move on.
Should I text, call or email to follow up?Use whatever the customer used to reach you. If they texted you, text back: a text takes seconds to answer.
What do I say if the customer says the estimate is too high?Ask what they had in mind, then see if there’s a simpler or staged option. Don’t drop the price on the same job just to win it.
Is “quote” or “estimate” the right word?Both are used. In the US, “estimate” is more common for home services; some contractors send a fixed-price “quote” instead. The follow-up works the same either way.
How Goanna Digital handles this
On every Goanna Digital plan, you send estimates from your phone, and your customer gets their own page to see the estimate and approve it. Your job pipeline shows every opportunity at a glance, new, quoted, waiting and won, so no estimate sits forgotten. Automatic follow-ups mean no lead goes cold because you were up a ladder.
Want this handled for you? Goanna Digital runs your website, your Google presence, your lead inbox, quoting and invoicing from one app on your phone. Book a free 15-minute call and we’ll show you how it would work for your business.
Want this handled for you?
Goanna Digital runs your website, your Google presence, your lead inbox, quoting and invoicing from one app on your phone.