How to Reply to a Customer Job Enquiry: A Guide for Tradespeople

Read the location, timing and description before responding. Check that the job suits your skills, insurance, travel area and schedule. If it does not, say so promptly instead of leaving the customer expecting a quotation.

Introduce your business and refer to the actual task. A short relevant reply is more useful than a generic sales paragraph. State whether the proposed timing is possible or offer realistic alternatives.

For repairs, ask about symptoms, affected equipment and access. For planned projects, ask about measurements, finish, preparation and who supplies materials. Explain why you need the information and avoid requesting unnecessary personal details.

Photographs may help establish scope but cannot settle every diagnosis. Make clear when inspection is needed and whether your initial price is an estimate, an investigation charge or a quotation for defined work.

Offer a specific way forward: a brief call, additional details or an appointment. Confirm whether a survey or call-out has a charge and what that charge includes before the customer agrees to it.

If attending, confirm the address privately, contact method, arrival arrangements and any access requirements. Do not imply an appointment is booked until both sides have agreed.

Include labour, materials, exclusions, timing assumptions and applicable VAT. Set out payment stages and how changes will be authorised. If the customer changes the specification, revise the scope so both sides have the same version.

For a follow-up, refer to the quote and ask whether anything needs clarification. Respect a decision not to proceed and avoid repeated unwanted messages.

Hello [name], I’m [name] from [business]. We handle [relevant service] in [area]. To confirm whether we can help with [job], could you send [specific details]? The next step would be [call/visit], and [any agreed assessment charge or explanation that a charge will be confirmed first].

Our current availability is [honest timeframe].

On Client Hive, registration and a business profile are free. Optional lead fees provide access to enquiries as local services launch; they do not guarantee a response, quotation acceptance or booking.

Only if you understand the scope well enough to offer one. Otherwise explain what information or inspection is needed and clarify any assessment charge first.

State your realistic availability and ask whether an alternative suits the customer. Do not imply an appointment is reserved until it has been agreed.