You sent the quote. The customer has not replied. Now what?
Most removals operators fall into one of two camps: they never follow up at all (because it feels awkward), or they send a single "just checking in" message that adds no value and sounds needy. Neither approach wins jobs.
The operators who convert more quotes follow up systematically, helpfully, and without apology. Here is how.
Why customers go quiet (it is usually not about you)
When someone does not respond to a removals quote, the instinct is to assume they found someone cheaper. Sometimes they did. But the more common reasons are mundane:
- They got distracted and forgot
- They are comparing two or three quotes and have not decided
- They need to confirm the date with a landlord or partner
- Your message got buried under other notifications
- They intended to accept but did not get round to it
In all of these scenarios, a well-timed follow-up brings you back to the top of mind – exactly when the customer is ready to commit.
The follow-up timeline that works
Follow-up 1: 24 hours after the quote
Short, helpful, and direct. Not "just checking in" – instead:
"Hi [name], I sent through the quote for your move on [date]. If you have any questions about the pricing or need to adjust the inventory, just let me know. Here is the direct link: [portal link]"
The link matters. Customers are more likely to act when the path is one click, not "find the email and scroll down."
Follow-up 2: 48–72 hours after the quote
If they still have not responded, this follow-up adds a gentle reason to act now:
"Hi [name], just a heads-up that I am booking jobs for [month] and availability for [their date] is filling up. No pressure – the quote is still valid until [expiry]. You can review and accept here: [portal link]"
This creates urgency without being dishonest. Availability genuinely does fill up, and mentioning it is helpful information.
Follow-up 3: before quote expiry
A final reminder that the quote is about to expire keeps the door open:
"Hi [name], your quote for [date] expires tomorrow. If you would like to go ahead, you can accept and pay the deposit here: [portal link]. If your plans have changed, no worries at all."
The "no worries" closes the loop gracefully. If they are not interested, they do not reply and the quote expires cleanly.
What not to do
- "Just checking in" – tells the customer nothing and sounds uncertain
- "Have you made a decision?" – sounds transactional and impatient
- Calling repeatedly – feels aggressive, especially for a domestic move
- Dropping the price – signals your original quote was inflated
- Following up daily – crosses from professional to pestering
The goal is to be helpfully persistent, not optimistically begging. Every follow-up should give the customer a reason to engage: a link, a piece of useful information, or a gentle time nudge.
Automate it and stop thinking about it
The best follow-up strategy is the one that runs without you having to remember. Move and Store Pro sends automated follow-up reminders at intervals you configure. Each reminder includes the direct quote portal link so the customer can review, accept, and pay the deposit in one click.
This is especially powerful for operators managing Getamover leads or Facebook enquiries, where the volume of quotes makes manual follow-up impossible to sustain.
The customer never knows the follow-up is automated. It looks and feels like a professional business that is on top of its pipeline – because it is.
Follow-up is what separates winners from quitters
Most ignored quotes are recoverable. The customer was interested enough to ask for a price. A well-timed, well-worded follow-up brings them back – and a one-click portal link makes accepting effortless.
Operators who automate this recover 20–30% of quotes that would otherwise have gone cold. That is revenue that was already earned by the initial enquiry – it just needed a system to collect it.
Start free with professional quoting and CRM. Add Pro at £29/month for automated follow-ups that chase every quote on your behalf.