Estimate close rate
The share of estimates above your threshold that become sold jobs, compared to baseline.
Plumbing companies · Quote and estimate follow-up
Stop losing big plumbing jobs to the think-about-it pile
Most plumbing shops have a long list of open estimates in their field software. Water heater replacements, repipes, sewer line work and fixture upgrades that the homeowner did not decline, but did not approve either. Nobody owns the follow-up, so it happens when someone remembers, and many estimates simply expire.
How it often works today
- Unsold estimates sit in ServiceTitan or Housecall Pro with no follow-up task, and the list grows every week.
- Techs mean to call the homeowner back but are on the next job, and the office assumes the tech is handling it.
- When follow-up happens it is a generic just-checking-in text that does not mention the options, financing or what happens if the problem gets worse.
- Lost reasons are never recorded, so the owner cannot tell whether price, timing or a competitor is driving losses.
Quote follow-up gives every open estimate an owner, a timeline and a next message. Approved tools draft texts and emails that reference the actual options presented, and a CSR or the tech reviews them before they go out. When a homeowner says no, the reason gets recorded.
The improved workflow
Define what counts as open
We agree on which estimates need follow-up, usually above a set value or for specific job types, and clear out stale ones so the list is real.
Assign an owner and cadence
Each open estimate gets an owner, often a CSR or a dedicated sales coordinator, with a schedule such as day 2, day 7 and day 21.
Draft specific messages
Drafts reference the actual options, the tech's name and relevant details like financing or rebates you offer. The owner edits and approves before sending.
Record outcomes
Every estimate ends as won, lost with a reason, or deferred to a future date, so the pipeline reflects reality. Lost reasons use a short fixed list so they can be counted.
Review the pipeline weekly
The service manager reviews open value, close rate by tech and common lost reasons in a short weekly meeting. Stale estimates are closed out.
How we deliver this: AI automation for small business or fractional CTO leadership, scoped in writing and run over 90 days. See pricing or the sample scope.
What we would measure
Open estimate value
Shows how much potential revenue is waiting and whether old estimates are being resolved.
Days to decision
Faster decisions free up install scheduling and reduce price-shopping.
Lost reason mix
Tells you whether to work on price, financing, presentation or speed.
Where people stay in control
- No message offers a discount, financing term or price change unless a manager has approved it.
- Homeowners who ask to stop hearing from you are marked do-not-contact and removed from all sequences immediately.
- Messages stay factual about risk. They can explain what a failing water heater may lead to, but never use scare tactics.
Example
A repipe estimate that went quiet
For example, a homeowner in a 1960s Littleton ranch receives a $9,000 PEX repipe estimate after a second pinhole leak. They say they need to talk to their spouse. On day two, the CSR approves a drafted text that recaps the two options and mentions the financing you offer. On day seven, a short email includes photos from the visit. On day nine they call to book. This is an illustrative scenario, not a reported result.
Tools typically involved
What the first 30 days look like
In the first 30 days we would export every open estimate from the last six months, total the value by job type and tech, and spot-check a sample for what follow-up actually happened. Then we would agree on thresholds, an owner, a cadence and the message drafts for a pilot.
Common questions
Which estimates are worth following up?
Usually anything above a value you choose, for example $1,000, plus specific job types like water heaters, repipes, sewer work and water treatment. Small repair estimates often do not justify a sequence. We would look at your history to see where open value concentrates and start there.
Should the tech or the office follow up?
It depends on your shop. Homeowners often trust the tech who was in their home, but techs are on the road. A common pattern is the office sending the messages in the tech's name, with the tech called in for questions. We would test what works with your team rather than assume.
Can we use our existing texting tool?
Very likely. Podium, the texting in your field software, or a similar tool can carry follow-up messages. The bigger gaps are usually ownership and timing, not software. We would only suggest a new tool if your current one cannot track who sent what and when.
The business case
Does it pay for itself?
Illustrative defaults for a plumbing company. Replace them with your numbers.
What this workflow costs today
a month in staff time, before any lost sales
Monthly fee + assumed tools +
Break-even: new clients a month (at first-year value)
Or: staff hours recovered and redeployed
Break-even additional revenue
Value of +1 point of win rate
First 90 days, service fee
Worth a closer lookTest the assumptions
Illustration only, not a forecast or guarantee. Recovered staff time becomes a cash saving only if spending actually declines or the time goes into paid work. Tool costs are an assumption; we replace every number here with yours before recommending a scope.
Quote and estimate follow-up in other industries
Commercial cleaning companiesConstruction and general contractorsElectrical contractorsEvent and catering companiesHome remodeling companiesHVAC companiesInsurance agenciesIT managed service providers
Quote and estimate follow-up: full guide
Related guides
How to scope an automation projectYour first 90 days with a fractional tech leadHow to automate lead follow-up without losing the personal touchHow to speed up proposals without cutting corners
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