Are you managing your customers’ expectations?

  • Lauren's Avatar
    Community Manager
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    Hey everyone,

    One of the best ways to help you to get more work is by keeping new customers informed once they’ve shown interest in your company.

    Customers have told us that not understanding when they’re likely to get a response to their enquiry - as well as not hearing back at all - is a huge factor in choosing their tradesperson.

    Once a customer has made an enquiry, the best way to nurture that relationship (and help it lead to a job) is to manage and meet customers’ expectations.

    Did you know that your profile page includes a feature which sends an automatic message to customers when they send you a message through
    You can choose to have this switched on or off.

    We’ve recently changed the default message to help you to set better expectations around response times. The default message sent to customers reads - "Thank you for your enquiry. I will do my best to get back to you within 48 hours, but if you don’t hear from me and you need a quick response, please call. "

    You can change this message to suit your requirements and availabilities, as well as switch it on or off. Extra busy at the moment but want to reassure a new customer that you’ll definitely be in touch to discuss that job enquiry? Update it to let them know! It can help to keep an interested customer interested – and stop them from heading to the local competition whilst they wait to speak with you.

    Click here to check if its currently switched on or off and that the message fits your business. Select settings to see how your account is set up. Make sure it’s updated to keep your potential customers informed and you’re sure to build better relationships with them in future.

    Are you currently using this feature - whats your advice for other members when creating this automatic message?

    Kindest regards,
    Last edited by Lauren; 20-08-21 at 08:53.
  • 2 Replies

  • Somesh's Avatar
    Level 1
    Thanks Lauren! good tip :-)
  • Chris11's Avatar
    Level 12
    Good to highlight this @Lauren - and it's definitely worth creating your own message!

    Checkatrade will send a message as well, as follows:
    Dear (name) ,

    We have forwarded your message to:

    (Your company name including a link to your profile page)
    Based in (location). Tel: (number)

    We have passed your details on to them for you.

    Many of our members are in high demand, so please be patient. We’d suggest if they haven’t managed to call you back in 48 hours that you continue your search at
    If you decide to use one of our members, please take the time to leave your feedback at Checkatrade. It’s very important to them and to other consumers who rely on feedback to make quality choices.