How to follow up with customers automatically

Automatic follow-up has a bad reputation because most people have received the pushy version of it. Done properly it's just doing what a well-organised business would do anyway, on time.

Start with the instant acknowledgement. The moment an enquiry comes in, the customer gets a short text: you've got it, here's when they'll hear from you. That single message stops a lot of people ringing your competitor.

After a quote, two or three light touches over two weeks is plenty. "Just checking you got the quote", then "happy to answer anything", then a final "we'll leave it there, give us a shout if the timing changes".

Keep the tone the same as yours. Short, plain sentences, your business name, no marketing language. Customers should not be able to tell whether you typed it.

Stop the sequence the second the customer replies or books. Nothing is more irritating than a chase message after you've already agreed the work.

Then there's the long game: a message six or twelve months later for a service, check-up or seasonal job. That's usually the cheapest work you'll ever win.