When a customer sends you an enquiry, they've already looked at your profile and chosen to get in touch. Your reply is the first time they hear from you directly, and it shapes how they feel about that choice.
From the customer's side, a quiet inbox looks the same whether you're uninterested or just flat out on a job. They can't tell the difference. A quick reply clears that up and keeps you part of their decision while they're still weighing their options.
A good first reply does two things: it arrives quickly, and it shows you've read what they sent. You need both. A fast reply that could have gone to anyone, like "Thanks for your enquiry, let me know if you're still looking," suggests you haven't engaged with their message. A thoughtful reply that arrives after they've made up their mind may never get the chance to be read.
What to do
Reply quickly, even if it's short. You don't need a finished quote to respond. A short note saying you've seen their message, and when to expect a fuller reply, keeps the conversation open while you find time to do it properly.
Make it about their job. Use what they told you: their name, what they need, anything they flagged as a concern. If you can't give an exact price yet, say so, and still answer the question they actually asked.
Let them choose how to continue. Some customers want to talk it through on the phone. Others prefer to keep it in writing. Offer both, so the next step is easy in whichever way suits them.
Stay prompt through the whole conversation. The first reply opens the door, but customers notice the follow-ups too. Answering promptly as questions come up shows them what you'll be like to work with.
Use the tools that save you time. The AI draft reply gives you a first version to edit so it sounds like you. The mobile app lets you reply between jobs, so a busy day doesn't have to mean a slow reply.
Find your own rhythm. These are starting points, not a script. What matters is that your reply feels prompt and personal, and in your own words.
Why it works
Customers tend to go with the pro who feels easy to deal with, and your first reply is the earliest proof of that. Your profile is what made them reach out. A fast, specific reply shows them they made the right call.
It builds over time, too. Your response rate shows on your profile, so replying consistently becomes part of what customers see before they get in touch.
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