Seven ways local businesses miss enquiries, and how to fix them
Where enquiries usually slip through the cracks for UK local businesses, with a practical fix for each.
5 min read1. Calls you cannot answer
When you are with a customer, on a job or closed, calls go unanswered. Make sure your website and Google profile offer another way to get in touch, such as an online booking page or an enquiry form, and set a voicemail greeting that points callers to it.
2. Forms that go nowhere
Some website forms send messages to an old inbox, or straight to spam. Send yourself a test enquiry every month and check it arrives where you expect.
3. Too many places to contact you
Phone, email, three social inboxes and a form means messages get lost. Pick one or two main channels, say so clearly on your website, and keep the others pointing back to them.
4. No way to book outside opening hours
Many people look for a service in the evening. If they can only phone during the day, some will book elsewhere. Online booking lets them choose a time when it suits them.
5. Slow replies
People often contact more than one business. A quick, friendly reply, even just to say when you will be in touch properly, keeps you in the running. An automatic confirmation email can do this for you.
6. A website that is hard to use on a phone
Most local searches happen on mobile. If your phone number is hard to tap, the page is slow or the form is fiddly, people give up. Try your own website on your phone as if you were a new customer.
7. No follow-up after the first contact
Quotes that are never chased and past customers who never hear from you again are easy to forget. Keep every enquiry in one customer list, and set simple reminders or automatic follow-up emails for people who have agreed to hear from you.
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