Why Customers Ghost Your Quotes

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Short Answer

Most customers who ghost a quote haven't said no. The quote got buried, the price needs explaining, someone else has to sign off, or saying no feels awkward.

The fix is a short, planned follow-up that makes yes and no equally easy.

• Day 1: check the quote landed.
• Day 5 to 7: offer to clarify, with one useful detail.
• Day 10 to 14: close it out politely, and stop the moment they reply.

The Follow-Up Timeline

There's no law on timing, but Business Queensland suggests following up 7 to 14 days after you quote, and hipages suggests a first nudge within 24 to 48 hours.

Bigger jobs, like a renovation or a new bookkeeping client, can run longer. If they say "we're looking at autumn", put it in your calendar for autumn.

The 3 Templates

Copy these, swap the bits in {curly brackets}, and save them in whatever app you send quotes from. SMS first; the email versions are there when you need more room.

1. Day 1: Did it land?

Hi {first name}, it's {your name} from {business}. Just checking my quote for {job} came through OK. Happy to answer any questions. Cheers, {your name}, {phone}

Subject: Your quote for {job} from {business}

Hi {first name},

Just making sure the quote for {job} landed in your inbox and not your junk folder. I've attached it again here.

If anything's unclear, or you'd like it changed, reply here or call me on {phone}.

Thanks,
{your name}
{business} · {phone}

2. Day 5 to 7: Anything to clarify?

Hi {first name}, {your name} from {business} again. Any questions on the {job} quote? We can start from {date} if that suits, and I'm happy to adjust the scope if needed.

Subject: {job}: a couple of options

Hi {first name},

I wanted to check whether anything in the quote for {job} needs explaining. A few things that might help:

- Timing: we can start from {date}.
- Options: if the total is more than you planned, we could {option, e.g. do it in two stages}.
- Included: the price covers {key inclusions}. All prices include GST.

If someone else needs to see it, feel free to forward this email.

Thanks,
{your name}
{business} · {phone}

3. Day 10 to 14: The close-out

This is the one most people skip. It gives the customer permission to say no, which is easier than saying nothing.

Hi {first name}, {your name} from {business}. I'll close off the quote for {job} for now so I'm not chasing you. If you'd still like to go ahead, just reply and I'll lock in a date. If you've gone another way, no worries at all. Thanks for considering us.

Subject: Closing off your quote for {job}

Hi {first name},

I haven't heard back about {job}, so I'll close the quote off on my end. It's valid until {expiry date}, so if you'd like to go ahead before then, just reply and we'll book it in.

If you've decided not to go ahead, or gone with someone else, that's completely fine. If you have a spare minute, I'd appreciate knowing why. It helps us quote better.

Thanks for the opportunity,
{your name}
{business} · {phone}

Why They Go Quiet

If you think about it, a customer who asked for a quote wanted the work done. Something got in the way:

• It never really landed. Spam folder, or buried under three other quotes.
• The price needs explaining. They opened it, then stalled on a line item.
• Someone else has to say yes. A partner, landlord, body corporate or practice manager.
• The urgency passed. The leak stopped, or the deadline moved.
• Saying no feels awkward. They went with someone else and don't want the conversation.

Each one is fixed by a short message that confirms, explains, or makes no easy to say.

The Rules

3 messages max, and every one does 4 things

Three follow-ups is plenty. hipages says the same: any more can start to feel like too much.

Every message should:

1. Say who you are. Name and business. They may have three quotes from three tradies called Dave.
2. Name the job. "The switchboard upgrade at Smith St", not "your quote".
3. Add one useful thing. A start date, an option, or the expiry date.
4. Make the next step easy. One question they can answer in a few words, including "no".

Stop when they reply

Whatever they say, the sequence ends and a person answers. Nothing kills trust faster than a "just checking in!" text after they've already asked you a question.

Persistent is fine. Pushy is repeating the same line, texting at 9:30pm, or ignoring a clear no.

What it looks like filled in

• A plumber (message 2): "Hi Sarah, Jake from Example Plumbing & Gas again. Any questions on the hot water quote? We can install Thursday if that suits."
• A bookkeeper (message 3): "Hi Tom, it's Sam from Example Bookkeeping. I'll close off the bookkeeping proposal for now. If you'd still like us to take over before EOFY, just reply. If not, no worries."

(Fictional names, for illustration.)

If they say no

Ask why. Business Queensland recommends politely asking for feedback when you miss out.

Thanks for letting me know, {first name}. Would you mind telling me what tipped it: price, timing, or something else? One word is plenty. Appreciate it.

Note: Messages that promote your services count as commercial under Australia's spam rules, so include your name, business and contact details, and offer an opt-out if you automate them (ACMA). This isn't legal advice.

Your Software Can Do This

Many trade businesses already pay for software that sends follow-ups. It's just switched off. Here's what each tool's own help pages say:

Turn them on. The catch is that automated reminders send the same message to everyone. They can't read the job notes or offer a staged option.

Checklist

• Put an expiry date on every quote. business.gov.au lists it as something a quote should include.
• Tell customers when you'll check in. One line at the end of the quote.
• Keep one list of open quotes. Customer, job, value, date sent, next follow-up.
• Save the three templates in the tool you send from.
• Turn on your software's reminders, and test one on yourself first.
• Agree who owns replies. A named person answers the same day.
• Close every quote out. Won or lost, with a reason.
• Get acceptance in writing before you start. An accepted quote becomes a legally binding contract (Business Queensland).

Where Runtime Fits

If switching on your software's reminders fixes it, do that. You don't need us.

We're worth talking to when you're an established business and quoting is one of several places your team loses hours every week, across quotes, scheduling, invoicing and handoffs.

For many trades businesses, a build includes quote drafts made from your call notes and site photos, and drafted follow-ups for quotes that haven't had a reply. Nothing goes out until a person approves it.

What we build depends on what the audit finds, and it works alongside the job, accounting and email tools you already use. The audit gives you a blueprint and a fixed-price quote, and you keep the blueprint either way.

FAQ

How long is a quote valid for in Australia?

As long as the quote says. The official guidance we checked doesn't set a standard length; it says to put an expiry date on every quote (business.gov.au). Without one, you may have to honour a quote that loses you money (Business Queensland).

Is a quote legally binding in Australia?

Once the customer accepts it, yes. business.gov.au says an accepted quote becomes a legally binding contract (business.gov.au). This isn't legal advice.

What's the difference between a quote and an estimate?

A quote is a firm price for a defined scope; an estimate is a rough guide. Business Queensland says estimates aren't legally binding, while an accepted quote forms part of a contract (Business Queensland; see also NT.GOV.AU).

You did the work to win the quote. Don't let it die in an inbox.