March 19, 2025

Let’s Talk! Why Local Businesses Need to Get Better at Responding to Enquiries

You’ve worked hard to get your business noticed—maybe you’ve spent money on ads, put effort into SEO, or posted regularly on social media. But here’s the thing: getting enquiries is only half the battle. The real magic happens when you respond, connect, and nurture those leads into loyal customers.

And honestly? So many businesses are missing this step.

We’ve all been there—reaching out to a local business (maybe our dentist, a tradie, or a café for a booking), only to hear… crickets. It’s frustrating as a customer, and as a business owner, it’s an easy way to lose potential sales without even realizing it.

So let’s chat about how we can all do better in 2025—because better communication means happier customers, more bookings, and less wasted marketing effort.

The Problem: Leads Are Slipping Through the Cracks

Picture this: someone finds your business online, fills out your contact form, or gives you a call. They’re keen, interested, and ready to book… but they don’t hear back. Or maybe they do, but it takes a few days—by which time they’ve already found someone else.

The truth is, speed and consistency in communication matter more than ever:

  •  78% of customers go with the business that responds first.
  •  Most people expect a reply within an hour—but many businesses take days.
  •  50% of leads never get a follow-up at all.

    • If you’re spending time and money on marketing but not responding quickly, you’re leaving business on the table. And the best part? Fixing this doesn’t require a big budget—just a few small changes to how you handle enquiries.

    Easy Ways to Improve Your Communication (Without Adding More Work)

    The good news? You don’t need to be glued to your phone or email 24/7 to be great at communication. A few simple tweaks can make all the difference.

    1. Respond Faster (Even If It’s Just a Quick Acknowledgment)

  •  Simple fixes:
    • Set up an automated email that lets people know you’ve received their message and when they can expect a reply.
    • If you get an enquiry during business hours, try to reply within an hour (even if it’s just to say, “Thanks! We’ll get back to you soon.”).
    • If someone calls and you miss it, send a quick text back instead of waiting for them to call again.

    2. Follow Up (Because Most Businesses Don’t!)

    A lot of businesses reply once and then leave it at that. But the reality is, people get busy, forget, or just need a little nudge

  •  Try this:
    • If someone enquires but doesn’t book, send a friendly follow-up within 24-48 hours.
    • After giving a quote or answering a question, check in a few days later to see if they need anything else.
    • If someone was interested but didn’t go ahead, send a quick message a week later to let them know you’re still happy to help.

    You don’t need to be pushy—just helpful and available.

    3. Make It Easy for People to Reach You (Across Different Channels)

    Not everyone likes to communicate the same way. Some prefer emails, others prefer texts, and some love a quick call. If you’re only using one channel, you could be missing out on enquiries.

  •  Consider offering:

    • Phone calls (and making sure you actually call back!)
    Email (and responding promptly)
    Text messages or WhatsApp (super easy for quick chats)
     Live chat on your website
    Social media DMs (especially if people message you there!)

    Being easy to reach makes a huge difference.

    4. Be Warm, Friendly & Clear in Your Responses

    Ever received a one-line, robotic reply from a business that felt cold or uninterested? Not exactly inviting, right? Customers love when businesses sound human, approachable, and helpful.

  • A good response might look like this:

    • “Hey Sarah! Thanks so much for reaching out. We’d love to help with [their enquiry]. I’ll get some details over to you shortly—let me know if you have any questions in the meantime. Chat soon!”

    Simple, personal, and makes people feel valued.

    Let’s Make 2025 the Year of Better Communication

    At the end of the day, good communication isn’t just about responding—it’s about building trust and making customers feel looked after.

    If you’re already investing in marketing, don’t let those hard-earned leads slip away just because of slow or inconsistent replies. A few small improvements can make a huge impact on your bookings, sales, and reputation.

    So, here’s to a year of better business communication, happier customers, and more success—without spending a cent more on marketing.

    Need help streamlining your local business marketing? Let’s chat!