Estimate Follow-Up (Day 2, 7 and 14)

Before you dial

• Estimate record open: options quoted (names and prices), technician or advisor name, visit date
• The technician's notes: what they found, what the customer said, any concerns
• Cadence history: which touches have happened, any replies
• Financing summary (that options exist, how to apply, who explains it)
• Comfort advisor availability for callbacks or revisits
• Allowed calling hours and opt-out status checked

Day 2 call: questions and clarity

Stage 1: Opening

You: Hi, is this (CUSTOMER NAME)? Them: Yes. You: Hi (CUSTOMER NAME), this is (YOUR NAME) from (COMPANY NAME). (TECH NAME) was out on (VISIT DAY) and put together some options for your (SYSTEM). I'm just calling to see if any questions came up after the visit. Do you have a minute?

Why it works: it is specific, it references the person they met, and it offers help instead of pressure.

Stage 2: Discover

You: Did you get a chance to look over the options? You: Which one felt closest to what you need? You: What questions came up after (TECH NAME) left?

If they say: "We haven't looked yet."

You: No problem at all, it's a lot to take in. Would it help if I texted you a short summary of the options so it's easy to find? (Then:) When do you think you'll have a chance to go over it together?

Set the next touch for after that time.

If they have a technical question

You: That's a great question, and I want you to get the right answer. Let me have (ADVISOR NAME) call you. Is this afternoon or tomorrow morning better?

Route the question to the advisor with their exact words.

If they say: "We're ready to go ahead."

You: Wonderful! Which option did you decide on? (Then follow the client's process: book the install, or book the advisor to finalise paperwork.)

Stage 3: Next step and close

You: Thanks, (CUSTOMER NAME). I'll check back with you around (NEXT TOUCH DAY), and of course call or text us anytime before that.

Day 7 call: the decision check

Stage 1: Opening

You: Hi (CUSTOMER NAME), it's (YOUR NAME) from (COMPANY NAME) again, following up on the options (TECH NAME) gave you for your (SYSTEM). Have you had a chance to go over them together?

Stage 2: Understand the decision

You: What's the main thing you're weighing right now? You: Is anyone else involved in the decision? You: Do you have a timeframe in mind?

Why it works: these three questions uncover the real blocker (price, trust, timing or another person) without pushing.

If they say: "It's more than we expected."

You: I understand, it's a big decision. A couple of things that might help: we do offer financing options, and (ADVISOR NAME) can walk you through what you might qualify for. (ADVISOR NAME) can also explain the difference between the options in case another one fits your budget better. Would you like a call from them?

Never offer a lower price yourself.

If they say: "We got another quote that's cheaper."

You: Thanks for telling me, that's helpful. Would you be comfortable sharing what they quoted, or the equipment they offered? I'll pass it to (ADVISOR NAME) so they can make sure you're comparing the same thing.

Route the same day. Never criticise the other company.

If they say: "We're going to wait until next season."

You: That makes sense. Can I ask, is the current system working okay for now? (If yes:) Would it be all right if I checked in with you around (MONTH)? (If no, or it sounds unsafe:) Let me have (ADVISOR NAME) give you a quick call, just to make sure you're comfortable until then.

If they say: "We need to talk about it as a family."

You: Of course. When do you think you'll have a chance to talk it over? (Then:) Would it help if (ADVISOR NAME) joined a quick call with both of you to answer questions?

Stage 3: Email summary (after the call)

Send the client's email template with the option summary, financing information link, warranty highlights and recent reviews.

Day 14 call: closing the loop

Stage 1: Opening

You: Hi (CUSTOMER NAME), it's (YOUR NAME) from (COMPANY NAME). I'm checking in one more time on the estimate for your (SYSTEM). I don't want to keep calling if you've already decided, so I just wanted to ask where things stand.

Why it works: it is honest, respectful of their time, and gives them permission to tell you the truth.

Stage 2: Three possible answers

"We're still deciding."

You: No problem. Is there anything at all that would make the decision easier, like a quick call with (ADVISOR NAME) or a revisit to look at one of the options again? You: When would be a good time for me to check back?

Set a decision date. Pause the cadence until then.

"We went with someone else."

You: Thank you for letting me know, I really appreciate it. Would you mind telling me what made the difference? It helps us improve. You: Thank you. If you ever need anything in the future, we'd be glad to help.

Log the lost reason code. Close the estimate.

"We're ready."

You: That's great to hear! Which option did you decide on? (Book per client process.)

"Please stop calling."

You: Of course, I'm sorry for the bother. I'll make sure you're not contacted about this again. Have a good day.

Opt out across all channels the same day.

Stage 3: Close

You: Thank you for your time, (CUSTOMER NAME). Take care.

If no answer on day 14, leave a short voicemail and move the estimate to long-term nurture (30, 60, 90 days) only if the customer has not opted out and your client allows it.

Objections

They say	You say
"Can you do it for less?"	"I can't change prices myself, but I'll ask (ADVISOR NAME) to call you about your options."
"Why is it so expensive?"	"It's a big investment. (ADVISOR NAME) can walk you through exactly what's included and the financing options."
"I'll call you when I'm ready."	"Of course. Is it okay if I check back around (DATE)?"
"The tech was pushy."	"I'm sorry it felt that way. Thank you for telling me." Route to office manager the same day

Full list in the Objection Handbook.

After the call

Check yourself

1. What is the purpose of each call: day 2, day 7 and day 14?
2. A customer says a competitor is 1,500 cheaper. What are your three actions?
3. On day 14 the customer chose another company. What two things do you record?
4. When may you mention a deadline?

Answers

1. Day 2: answer questions and give clarity. Day 7: understand the decision (what they are weighing, who decides, timeframe). Day 14: close the loop honestly.
2. Thank them, ask if they will share the details, and route it to the comfort advisor the same day without changing any price.
3. The lost reason code and the customer's exact words about why.
4. Only when the client has a real, dated offer, and you give the real date.

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