Short answer
Reply the same business day if you can, and within one business day at the latest. Use their name, answer what they asked in the first lines, ask one or two questions you really need answered, and end with a single, easy next step – a few dates for a call, a request for details, or a quote by a stated day.
Why speed matters
People who contact a small business often contact two or three at the same time. The first useful reply sets the frame for the rest. You do not need to be instant – you need to be reliably quick, and to say when you will answer if you need more time.
What a good first reply contains
- Their name and their words. Refer to what they wrote: “You mentioned you need a booking page before the summer.”
- An answer first. If they asked about price or timing, give a range or a realistic date in the first lines.
- One or two questions. Only the ones you need to prepare a quote: size, deadline, budget range.
- One next step. “Reply with these two details and I will send a quote by Thursday.”
- A real signature. Your name, role and a phone number if you take calls.
Templates you can copy
General enquiry
Subject: Re: Your enquiry about [service] Hi [first name], Thank you for your message about [what they asked]. Yes, we can help with that – projects like this usually take [time frame] and cost between [range], depending on [main factor]. To prepare an exact quote, could you tell me: 1. [question] 2. [question] As soon as I have that, I will send you a quote within one business day. Best regards, [Your name] · [role] · [phone]
When it is not a fit
Subject: Re: Your enquiry about [service] Hi [first name], Thank you for thinking of us. [Service] is not something we do well, so I would rather not take it on – [name or type of provider] would be a better fit for this. If you ever need [what you do], we would be glad to help. Best regards, [Your name]
A simple system so nothing is missed
- One place for all enquiries. Form, email and phone messages should end up in the same list.
- A promised response time. Say it on your website (“we reply within one business day”) – and keep it.
- An owner for every enquiry. Even in a team of two, decide who answers.
- A follow-up if they go quiet. See how to follow up without being pushy.
How GETCORVIDS helps
With the GETCORVIDS enquiry form on your website, every enquiry becomes a lead in the CRM, the team gets an email, and the visitor’s consent is logged. The email inbox sits inside the CRM, so you reply next to the lead’s details, and tasks and “Your day” show which enquiries still need an answer today.
Questions
How quickly should I reply to a website enquiry?
The same business day if you can, and within one business day at the latest. If you need longer, send a short note saying when you will reply.
Should I include prices in my first reply?
If you can give an honest range, yes – it saves both sides time. Explain what moves the price up or down, and offer an exact quote once you have the details.
Is it better to call or email back?
Reply in the channel they used. If they left a phone number and asked for a call, call; otherwise email, and offer a call as an option.
Thomas Krajecz builds GETCORVIDS at Digital Supportly. Questions about this guide? Write to hello@getcorvids.com – a person replies within one business day. Follow Thomas on LinkedIn.