A new enquiry arrives while you’re halfway through a job. Someone wants to know what you charge, whether you’re available or if you can help. You want to reply properly, but you may not have enough information to give them an answer yet.
Your first reply can move the conversation forward without solving everything at once. Show that you’ve read their message, answer what you can and make the next step clear.
What should your first reply include
Use these four steps as a starting point. Keep the reply in proportion to the enquiry: a simple availability question may only need a few sentences.
- 01Acknowledge what they askedThank them for getting in touch and refer to the work they mentioned. “Thanks for asking about a website for your new studio” shows you’ve read the enquiry. There’s no need for a long introduction.
- 02Answer what you canIf they asked about availability, location or a service you offer, address that directly. If you need to check something first, say so. Avoid sending a general sales pitch that leaves their actual question unanswered.
- 03Ask for the missing essentialsChoose the details you need to decide what happens next. That might be the job location, the work involved or their preferred timing. Check the original message and any enquiry form first so you don’t ask them to repeat themselves.
- 04Explain the next stepTell them what you’ll do once they reply, whether that’s checking availability, preparing a quote or arranging a call. If you promise an update, give a timeframe you can realistically meet.
How much information should you ask for
Ask for enough to work out whether you can help and what you need to do next. Save the detailed project questionnaire for when it’s useful.
For a home service, you might need the suburb, a short description and a few photos. A freelance designer might need to know which materials the client wants and when they need them. A small agency might ask what the client wants to achieve before recommending a service.
Budget can be a useful question when it changes the options you can offer. Explain why you’re asking, and allow for someone who doesn’t know yet. If you have a minimum project price, sharing it may help them decide whether to continue.
What to say when someone asks for a price
Address the price question early. If the service has a fixed price, give it and explain what it covers. If the price depends on the work, say which details you need before quoting.
You can share a starting price or range when you have a real basis for it. Make clear what could change the final quote. Don’t invent an estimate simply to get someone onto a call.
Hi [name], thanks for asking about [service]. The price depends on [main factor], so I’d need [detail one] and [detail two] before I can give you an accurate quote. Could you send those through? Once I have them, I’ll get back to you by [day].
For example, if someone asks what a website costs, you could ask which pages and functions they need. If you already offer a fixed package that fits, explain the price and inclusions directly.
How to reply to an enquiry with very little detail
A message like “Can you help with our marketing?” gives you somewhere to start. Ask a focused question that helps the person explain what they need, even if they don’t know the terminology.
Hi [name], thanks for getting in touch. What are you hoping to get help with at the moment? For example, are you looking to bring in more enquiries, update your website or get support with your content? A short overview is plenty to start with.
Choose examples that match the services you actually offer. If they’ve already described a problem, build on that rather than asking them to start again.
What if you need more time to reply properly
If you can’t give a full answer yet, acknowledge the enquiry and say when you’ll come back to it. This can be especially useful when you work alone and spend much of the day with clients or on site.
Hi [name], thanks for your message about [job]. I’m with clients today, but I’ll look through the details tomorrow morning and get back to you by [time].
Choose a timeframe that fits your workload. You don’t need to promise a reply within an hour if that means interrupting another client’s work. Set yourself a reminder, and send an update if the timing changes.
Should you suggest a call straight away
Suggest a call when a conversation will help clarify the work. A complex brief may benefit from one; a straightforward question about your opening hours probably won’t.
Explain what the call is for and roughly how long you expect it to take. Answer any questions you can beforehand, so the person knows why you’re asking for their time.
Hi [name], thanks for outlining [project]. We can help with [relevant part of the brief]. A short call would help us understand [specific question] before we put together a proposal. Would [option one] or [option two] suit for a [length]-minute chat?
Use “I” if you work alone. If you have a booking link, offer it as a convenient option. Make it clear whether the call is an initial discussion or a paid consultation.
What if the enquiry is not a good fit
Say so promptly if the work is outside your services, location or availability. A clear answer lets the person keep looking.
Hi [name], thanks for thinking of me for [project]. I’m booked through [month], so I wouldn’t be able to meet your deadline. I wanted to let you know now so you can find someone who can.
Offer another option only when it’s useful and genuine. You don’t need to promise a referral or squeeze in work you can’t deliver.
How to make sure the enquiry gets a reply
Give each new enquiry someone responsible for it and a next action. If you work alone, put the promised reply on your task list. In a team, agree who will respond so the client doesn’t hear from three people or nobody.
Record any deadline you promised and the details still missing. For the product overview, see Stack’s sales pipeline.
Before sending, read the reply from the client’s side: have you answered their question, and is it clear what happens next? That’s a useful check whether you’re replying from a shared inbox or between appointments.