How do you keep track of customer enquiries so none get lost?
Keep one list, in one place, with a name, a number, what they asked for and the next step against every enquiry. The list matters more than the tool: a notes page works if you open it every day.
Written by Ryan Nicholls, Founder of Archline Digital Solutions Ltd, who builds websites, booking and quoting systems for businesses in Chippenham and across Wiltshire. Updated 6 November 2026.
01
Why enquiries get lost
A trade or service business gets enquiries by phone, text, email, social media messages and the contact form on the website. Each one lands in a different place, and the ones that slip are usually the ones nobody wrote down while a job was under way.
02
One list, in one place
- Name and number, so you can reply.
- What they asked for, in a line.
- Where it came from, so you learn which source brings work.
- The next step and the date it is due, such as “call back Thursday”.
A notes page or a spreadsheet is enough to start. What matters is that every new enquiry goes on the list within the day, whichever way it arrived.
03
Give every enquiry a status
Keep it simple: new, replied, quote sent, won, or closed. At the end of each week, look at everything still marked new or quote sent. Those are the enquiries most likely to be forgotten, and a short follow-up on each is usually the cheapest work you will do all week.
04
Make it a daily habit, not a project
Open the list at the same time each day, before you start work or when you stop. Reply to anything new, move the ones that need a nudge, and close the ones that are finished. A short daily check beats a big tidy-up that never happens.
05
When a list is not enough
If enquiries are arriving faster than you can type them in, or you want reminders and a record of which source brought which job, a simple system that captures them for you is worth having. We can look at your current routine on a free 20-minute call and say plainly whether you need anything more than the list.
Also
→Start
Tell us what breaks when you get busy.
The first step is a call, and it costs nothing: twenty minutes on what your business does and what breaks when you get busy. Most projects then start with the £450 Diagnostic: half a day walking your process end to end, with a written recommendation and a fixed quote, credited in full against a build if you go ahead within thirty days. If you already know which package you need and its scope is clear, we quote it directly.
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