Why a client does not respond
Silence usually has an ordinary reason: the quote is buried under other things, the decision-maker has not seen it yet, or your client has a question he does not dare to ask. Sometimes the price is higher than expected and he does not know how to say so. When you follow up, you remove that hurdle and give your client room.
A schedule that works
A fixed schedule keeps you from forgetting quotes and from doing too much or too little. This is a common set-up for a quote with a validity of 30 days:
- After 2 to 3 working days: a short check that the quote arrived and whether there are questions. E-mail or call, depending on how your contact has gone so far.
- After about a week: ask how things stand. Offer to go through the quote together.
- Five days before it expires: say the quote expires soon and ask whether you should extend or adjust it.
- After it expires: a final, friendly message. Say you are closing the file and that your client can always come back.
Write the dates in your calendar or list. A schedule that only lives in your head works until you get busy.
Calling or e-mailing
E-mail is low-threshold and lets your client choose when to reply. A call is more personal and gets a real answer sooner, especially for larger assignments. A good combination: e-mail first, and call if you have heard nothing after a week. Announce in your e-mail that you will call, so it does not come as a surprise.
Example messages
First check
Hi Mark, I sent you a quote for the new website on Tuesday. Did it arrive? If you have questions, I am happy to go through it with you. A quarter of an hour is usually enough.
After a week
Hi Mark, I wanted to ask how things stand with the quote. Is there anything you would still like to know or see changed? Then I will look at what is possible. The quote is valid until 14 November.
Closing
Hi Mark, the quote has now expired. I am closing the file, but if you want to start later after all, I will gladly make a new quote. Thank you for the conversation.
What is better left undone
- Calling every day. After two attempts without a reply, wait a few days.
- Offering a discount your client did not ask for. It teaches him that your price is negotiable.
- Reproaching him for not replying. A tone of disappointment closes the door.
- Letting the quote run without an end date. A clear validity helps your client decide.
Keep track of what you do
Note for each quote when you sent it, when you followed up and what your client said. After a few months you see which quotes you close, which stall and whether your follow-up works. It also shows how many of your quotes lead to an assignment. That is the conversion of your quote funnel.
For large assignments and several decision-makers
If the quote is for several thousand euros, or if more than one person decides, the process takes longer. When you send it, ask who else is reading along and when the decision will be made. Put that date in your calendar and follow up around that moment, instead of following a standard schedule.
Offer to explain the quote in a short conversation for the people who did not request it themselves. A decision-maker who only gets the quote forwarded as a pdf does not know the story behind it. A twenty-minute conversation often clears up more misunderstandings than three e-mails.
Frequently asked questions
How long do I wait before following up?
A short check after two to three working days is usual, and a question about the status after about a week. For large assignments with several decision-makers a somewhat longer interval can fit.
What if my client never replies?
After the quote expires, close the file with a friendly message. That keeps the door open and stops you from hanging on for months.
Should I lower the price if the client hesitates?
Not automatically. First ask where the hesitation lies. Sometimes a smaller package or an optional item is a better answer than a discount.
Can I see whether the client opened my quote?
That depends on your system. If you know the quote was viewed but no reply comes, you can follow up in a more targeted way.
This explanation is general information, not legal, tax or accounting advice. Rules change and your situation may differ. If in doubt, ask your accountant or adviser, or check with the Dutch Tax Administration (Belastingdienst) or the Chamber of Commerce (KvK).
