You’ve sent a quote on Thumbtack and the customer has opened it. Great! But don’t stop there. One of the most important ways to seal the deal with customers is to follow up once they’ve viewed your quote.
We interviewed hundreds of Top Pros—from photographers to painters and personal trainers—to bring you the best advice on how to write great follow-up messages and win more jobs on Thumbtack.
1. Get In Touch Again
Thumbtack tells you the moment a customer sees your quote. This is a prime opportunity to sweep in and win business. You want to be the first voice the customer hears from, so don’t hesitate. As Mike Shaffer of Five Star Painting of Temecula Valley puts it, “You want to get to the customer before they have a chance to exit the screen.”
It sounds easy, but responding to new customers can be hard for professionals who spend the bulk of their day on the job. Bill Howard, a photographer from Wilson, North Carolina suggests an easy fix.
“I use the mobile app 100 percent of the time. As soon as I’m notified that a lead has viewed my bid, I follow up immediately. If you can get a conversation started while they’re online, you have a much greater chance of landing the job.”
If at first you don’t hear back, stay on it and be consistent. As Christopher Doran, a physical trainer from Redmond Washington explains, “I’ve had clients tell me that they came in to see me just because I kept following up.”
2. Keep It Short
You’ve already sent a thorough quote, so keep your follow-up simple. Rather than repeating the details of the job, think of your message as an opportunity for a more personal introduction. Give the customer an idea of who you are and what you would be like to work with.
Garrett Hurlbut, who owns a painting business in Littleton, Colorado, keeps the tone of his messages friendly and professional. “I tell them ‘I appreciate the opportunity to earn your business’ and give a little more personal detail.”
In the end, you want that new customer to turn into a lifelong client, and from the moment you first reach out, you’re building towards that relationship. Take it from Dave Cavanaugh, a wedding officiant in Idaho, who makes a living bringing people together.
“Make sure you’re following up and treating it as a relationship, not simply a job,” he says. “Raise the quality and expectation of the entire profession. Communicate with the client. Be professional.”
3. Keep the Ball Rolling
Keep the momentum going by reaching out with a concrete next step. It’s one thing to tell a customer about your work—your follow-up should create the opportunity to show them.
Elijah Bowie, a personal trainer in Columbus, Ohio explains, “I always follow up by asking clients to come in for a free workout. Sometimes a client comes in to evaluate my services and meets the person whose review swayed them in the first place.”
Garrett Hurlbut uses follow-ups to get an in-person meeting on their calendar right away. Garrett prioritizes shaking hands before hammering out details. “With my follow-up, I greet the client, ask about their schedule, and ask when would be a great time to come out and get eyes on the site,” Garrett says.
In the end, whether or not you win a job comes down to how a customer feels about you. Use your follow-up to put yourself front and center and show them the value of your work.
4. Be Prepared (and Organized!) For the Re-Return
Much like the rest of us, customers get busy. And despite your best efforts, you won’t always hear back right away.
Don’t let the silence discourage you. Top Pros know that when it comes to following up, consistency is key. Kari Kerr, a dog trainer in Forest Grove Oregon created what she calls a ‘tick work file’ to keep track of her follow-ups.
“After I send a quote, I add that quote to a file reminding me to follow up with that person four to six weeks after. If the person’s request is still open, I follow up with them again, letting them know I’m still able to help.”
Jonathan Johnson, the owner-operator of SnapSeat Photo Booths, has a similar system in place. In December, Jonathan combs through his quotes, looking for any requests stretching into the following year.
In 2017, his strategy paid off. “We sent follow-ups, wishing them a happy new year and returning to their quote. We ended up with three new jobs.”
