Quick answer
Respond fast, within minutes where you can and within an hour at most. Ask for photos so you can give a guide price quickly, offer a clear next step such as an inspection slot, and follow up anyone who goes quiet. Many bodyshops lose more work after an enquiry arrives than before it.
Key takeaways
- Speed wins: in Harvard Business Review research, firms that responded within an hour were nearly seven times as likely to qualify a lead.
- Photos let you give a guide price without a visit.
- One polite follow-up recovers enquiries that would otherwise be lost.
Why do bodyshops lose enquiries?
- Calls go unanswered while everyone is in the workshop
- Replies come hours or days later, after the driver has booked elsewhere
- Prices are vague, so the driver keeps shopping around
- There is no clear next step, such as a date to bring the car in
- Nobody follows up when the driver goes quiet
How fast should a bodyshop respond to an enquiry?
Within minutes where possible, and within an hour at most. In research published in Harvard Business Review, firms that tried to contact a web lead within an hour were nearly seven times as likely to qualify it as those that waited even an hour longer, and more than 60 times as likely as those that waited 24 hours or more. The study looked at US businesses in 2011, but the lesson carries over: drivers who need a repair often contact several shops and book with the first one that gives them a clear answer.
Ways to respond faster when you are busy:
- Send missed callers an automatic text saying when you will call back
- Set two or three call-back windows during the day and stick to them
- Use an out-of-hours reply that tells people when to expect an answer
How do you quote a bodyshop repair from photos?
Ask the driver to send:
- A photo of the whole panel or side of the car
- A close-up of the damage
- A photo from an angle, which shows dents and depth better than a straight-on shot
- The car's make, model and colour
Give a guide price range subject to inspection, then offer a specific slot to bring the car in. A range with a next step converts better than "we'd need to see it".
How do you follow up without being pushy?
If someone goes quiet after a quote, send one friendly follow-up a day or two later. Most people have simply been busy. Keep it short, make it easy to reply and leave it there if they do not respond.
Message templates you can copy
Missed call:
Photo request:
Follow-up:
How should a bodyshop track enquiries?
A simple spreadsheet is enough. For every enquiry, record the date, source, job type, postcode, how long it took to respond, whether you quoted, whether it booked and the job value. Review it monthly: booking rates by source and by response time show where work is being won and lost.
Frequently asked questions
What is a good enquiry-to-booking rate for a bodyshop?
It varies with job type, source and area, so the most useful benchmark is your own. Track it monthly and look for changes after you improve response times or quoting.
Should a bodyshop give prices over the phone?
Give a guide price range from photos, and confirm the final price after inspection. A clear range with a next step stops the driver shopping around.
What if I cannot answer the phone during the working day?
Send missed callers an automatic text, set fixed call-back windows and ask for photos by text, so you can reply with a guide price when you have a moment.
Want more enquiries without the admin?
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