Getting the enquiry is half the job. The other half is what happens next. Homeowners often contact more than one company, and the one that comes back first, clearly and helpfully, usually gets the visit.
In the first hour
Even if you can’t ring straight away, let them know the enquiry has landed and when you’ll be in touch. A short email or text from you (“Thanks, got your enquiry about the garage roof, I’ll ring you tomorrow morning”) stops them carrying on searching. If you’re on a roof all day, set aside a fixed time, such as lunchtime and the end of the day, to go through new enquiries.
Before you ring
Read what they sent. A good enquiry already tells you the type of job, the roof shape, the covering, roughly how big it is and anything they mentioned in their notes. If they used an instant estimate, you also know the figure they were shown. That’s your starting point, so you don’t open with twenty questions they’ve already answered.
What to ask on the first call
- Is anything leaking now, or is this planned work? That tells you how urgent it is.
- How do you get to the roof? Is there access round the back, and how high is it?
- Do they know roughly how old the roof is, or when it was last done?
- Can they send a couple of photos? It saves wasted visits.
- When is a good time for you to come and look?
Talking about the figure they saw
If they’ve seen an estimate built from your own rates, say so: “The figure you saw comes from my prices for that kind of roof, so it’s a fair starting point. I’ll confirm it when I’ve had a look.” It shows the range wasn’t plucked from the air, and it keeps the conversation on the job rather than on whether you’re expensive.
If the survey shows something the estimate couldn’t know about, such as rotten boards or extra flashing work, explain what you found and why it changes the price. People accept a change they understand.
Following up
If they don’t answer, try once more on a different day and at a different time, and send a short message so they have your number. After you’ve sent a quote, a single polite check-in a few days later is normal and expected. Keep a simple list of open enquiries and quotes so nothing slips through, whether that’s a notebook, a spreadsheet or a job app.
When it isn’t a job for you
If the work is outside your area or not something you do, say so quickly and, if you can, suggest someone who does. It costs you nothing and people remember it.