A quote sent with no reply
- "Hi Luke, did you get a chance to look at the bathroom quote? If you'd like anything changed, I can adjust it."
- "Hi, just checking in about Tuesday's quote. If it's not right for you, no problem at all, just let me know and I won't bother you again."
When: two days later. Many quotes aren't lost on price, they're lost to silence. The customer puts it off, forgets, and ends up with whoever got back in touch. If they reply with a question (price, timing, what's included), answer it; if they want to negotiate, that's a decision for a person.
The customer said "I'll think about it"
- "Hi Emma, we said we'd speak today. Have you had a chance to think it over? Happy to answer any questions."
- "Hi, did you get a chance to talk it through at home? I can hold the 15th for you until Friday."
When: on the day they mentioned, or four days later if they didn't say.
After a visit or a call
- "Thanks for having me round today, Claire. Here's a quick summary: new windows in the living room and two bedrooms, around £3,200. I'll send the final quote tomorrow."
When: the same day. It puts what you agreed in writing and avoids misunderstandings.
After the sale
- "Hi Peter, how's the boiler running since the service? If anything seems off, just message me."
- "How did you find the first session? If you like, I can book the next one for Thursday."
When: a week later. It's the best moment to ask for a review or suggest the next purchase.
When to stop
One follow-up, two at most. If there's still no reply, close the conversation and make a note not to message again. Anyone who says "please don't message me" is recorded for good. Pushing harder doesn't sell: it annoys people, and on WhatsApp it leads to blocks that hurt your number.
Following up versus marketing
Following up on a quote or an enquiry someone made is part of that conversation. Sending promotions to people who never asked is something else: under PECR in the UK and the ePrivacy rules in the EU, unsolicited electronic marketing generally needs prior consent, with a narrow "soft opt-in" for existing customers who were given a chance to opt out. Keep your follow-ups tied to what the customer asked for. This is general information, not legal advice.
How to measure it
Track three numbers: the reply rate to your first message, the reply rate to the follow-up, and how many of those who reply end up interested. That lets you adjust wording and timing with data, not gut feeling. An easy way out ("if it's not right for you, just say") usually raises replies because it takes the pressure off, and those who reply "no" save you the third message.
Doing it without relying on memory
With five customers you can do it by hand; with fifty you can't. Options range from a spreadsheet with dates, to labels in WhatsApp Business, to an agent like MultiChats that reads what was discussed, writes the follow-up on the right day in your tone, asks what's holding the customer back, alerts you when they want to buy or negotiate, and stops if they say no. See how WhatsApp automation works end to end.
Frequently asked questions
How long should I wait before following up?
Two days if they didn't reply; the day they mentioned (or four days) if they were thinking it over. Any sooner feels pushy, any later and they've forgotten.
Should I call or message?
If the conversation was on WhatsApp, follow up on WhatsApp. Offer a call in the message if you think it would help.
How many follow-ups is too many?
More than two. After that, close it, note it down and don't message again unless they get in touch.
Can I automate follow-ups and still sound human?
Yes, if the messages are written in your tone, reference what was actually discussed and stop the moment someone says no. That's how the MultiChats agent works.