How We Handle Enquiries at BlueWood Office
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At BlueWood Office, we handle enquiries like a well-drilled team of tradespeople — clear, systemised, and efficient. Whether it’s a WhatsApp message, a phone call, or a website form, every potential client gets logged, tracked, and followed up properly. This isn’t just good admin — it’s good business.
🔗 Where Enquiries Come From
- 📱 WhatsApp Business (linked to our main office number)
- 📞 CircleLoop (virtual landline for calls and voicemails)
- 📧 Email (info@bluewoodoffice.net or forwarded aliases)
- 📝 Website Enquiry Page (Zoho Forms or Google Forms)
- 📆 Zoho Bookings (appointment scheduling)
- 📍 Google Business Profile (message requests & reviews)
- 💬 Zoho SalesIQ Live Chat (embedded on our site)
🏷️ WhatsApp Business Labels We Use
We’ve mirrored our Zoho CRM pipeline with custom WhatsApp labels so we can manage leads from mobile just as easily:
- 👀 Lead
- 👤🙏 Contact
- 🏪🦺 Account
- 🤝 New Enquiry
- 🧐 Needs Analysis
- ✍️ Estimate Sent
- 📆 Booking Scheduled
- 🔁 Follow Up
- 😩 Lost
- 😶 Avoid
- 🔗 Supplier
- 🏘️ Tenant
📋 Enquiry Handling SOP (Standard Operating Procedure)
- Capture the Enquiry
Record it in Zoho CRM → Deals using the “Sales” pipeline. Create a new Deal with the client’s name, service requested, and date of contact.
- Apply the Right Label (WhatsApp)
If the enquiry came through WhatsApp, apply the correct label based on stage (e.g., 🤝 New Enquiry). Update as the enquiry progresses.
- Check for Duplicates
If it’s an existing client, link the enquiry to their current Account and Deal in CRM. If not, create a new one.
- Respond Promptly
Use saved replies (where possible) to acknowledge receipt and give a timeframe for response or next steps. Refer them to our Rates Page or Pricing Page if relevant.
- Log Communication
Add notes, voice call summaries, or screenshots into the CRM Deal timeline — this keeps everything transparent and consistent, especially if another team member takes over.
- Assign or Notify
If the job needs Conrad’s review, tag him. If it’s admin follow-up, handle it or pass to another team member.
- Move the Deal Along
As estimates go out and bookings are made, update the Deal stage in CRM and the WhatsApp label if applicable.
- Weekly Review
Check the CRM dashboard every Friday (usually daily) to ensure all open enquiries are being followed up or archived as lost if no response.
🧰 Bonus Tools We Use
📣 Want This For Your Business?
If you’re a tradesperson or small business and want help setting up a system like this — we do the lot. From enquiry handling to full digital setup and monthly support. See our pricing or get in touch to learn more.
🔧 With BlueWood Office, you get one team — not just one assistant. That means cover, clarity, and systems that don’t fall apart when someone’s out unwell or on holiday.
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