How Quickly Should You Reply to Enquiries?
Aim to respond within 2 hours for urgent enquiries, and no later than 24 hours for non-urgent ones. In the UK, customers expect a reply within the same day—especially for local services like plumbing, electrical work, or cleaning. Delays beyond 24 hours risk losing the lead, particularly if competitors respond faster.
Handling WhatsApp and Missed Calls
WhatsApp is now a standard channel for local service enquiries. If you receive a message, treat it like a phone call: respond within 2 hours. If you miss a call, return it within 2 hours. A missed call with no follow-up is a lost opportunity—many customers assume you’re unavailable or uninterested.
Use a simple auto-reply on WhatsApp if you’re offline: "Thanks for your message. I’ll reply within 2 hours. For urgent issues, please call." This sets expectations and reduces frustration.
First Response Matters Most
The first reply is the most important. It confirms you’re active, attentive, and capable. Even a short message like "Thanks for contacting us. I’ll be in touch by 3 PM today with a quote" builds trust.
Avoid vague replies like "I’ll get back to you" without a timeframe. This leaves the customer guessing and increases the chance they’ll go elsewhere.
Practical Steps for Busy Businesses
- Set up a shared inbox or WhatsApp business number to avoid missing messages.
- Use a simple template for initial replies: "Hi [Name], thanks for your enquiry. I’ll reply with a quote by [time] today. Can you confirm your address?"
- Assign one team member to monitor messages during core hours (9–5, Mon–Fri).
- If you’re out of office, set an auto-response that includes a contact alternative.
Common Mistakes to Avoid
- Delaying replies until the end of the day. Even if you’re busy, a 10-second message saying "I’ve seen your message—replying by 2 PM" keeps the lead warm.
- Ignoring WhatsApp messages because they’re not calls. They’re just as valid.
- Not checking voicemail regularly. Missed calls are missed opportunities.
Use Tools That Fit Your Scale
You don’t need expensive software. A simple WhatsApp Business app with message scheduling and labels works for most small local businesses. For higher volume, consider a free tool like Trello or Google Sheets to track incoming requests and response deadlines.
When Time Is Tight
If you’re overwhelmed, set a daily limit: respond to all new enquiries within 2 hours, even if it’s just to acknowledge receipt. This prevents leads from going cold.
Final Tip: Be Human, Be Clear
A short, polite, timely reply beats a long, delayed one. Customers want to know you’re listening—not that you’re perfect.
ASKU helps local businesses receive relevant enquiries through trusted local directories. If you’re managing high volume, it’s one way to streamline inbound leads without adding staff.