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Handling enquiries

Your website brought an enquiry. What happens next?

A contact form is the beginning. A simple follow-up process helps you turn a message into a useful conversation.

Read the request and fill in the gaps

Understand the service needed and whether it fits your business. Ask only for the details you need to decide what happens next.

Reply with a clear next step

Offer an action that makes sense: answer a question, discuss the project or arrange a visit. Avoid leaving both sides unsure who should act.

Record what you agreed

Keep the enquiry and your notes together. When you return to the conversation, you shouldn’t need to piece it together from several messages.

Follow through to a decision

Decide when to check back. Update the contact’s stage so you can distinguish conversations in progress, agreed work and enquiries that didn’t move forward.

Keep in touch after the sale

Organise the delivery and give your client a way to raise questions. Their experience continues after accepting your proposal.

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