Lead sources
Why isn't my removals company getting enquiries?
Before you spend more on advertising, find out where people drop away: before they find you, before they enquire, or after you call them back.
By James Green · · 7 min read
In this guide
Find the leak before buying more leads
Almost no visits or calls
- Possible cause
- Too few people find you
- First check
- Search your service area and check where you appear
Visits but few enquiries
- Possible cause
- The next step is hard or unclear
- First check
- Try your own form and phone number on a mobile
Enquiries but few surveys
- Possible cause
- Jobs don't fit or call-backs are missed
- First check
- Check locations, move sizes and response times
Surveys but few bookings
- Possible cause
- Quotes, price, timing or follow-up
- First check
- Review lost quotes and ask customers why
1. Are the right people finding you?
Search for a removals firm in the places you actually work. Check your map listing, reviews and website on a phone. If you only appear for your company name, people who don't know you may not see you. Ask every caller where they found you; don't assume it was the latest advert.
2. Are they the jobs you want?
Count enquiries you turned down because the move was too small, too far or on a date you couldn't do. If that's most of the pile, more enquiries won't help. State your area and services clearly. If you advertise, write for the moves you have crew and capacity to handle, then check the answers the form collects.
3. Can someone actually enquire?
Open your site on a phone you haven't used to edit it. Is the quote button easy to find? Does the form work? Does the phone number ring through? Is there a clear expectation about when you'll reply? A long inventory form can wait until the survey; start with locations, home size, rough date and contact details.
4. What happens after the enquiry?
Look at the last ten new requests. How many got a call, how soon, and how many reached a survey or quote? If you miss calls while on a job, agree who covers them and when to try again. Log pending move dates so a customer who isn't ready today doesn't vanish from the diary.
5. Are your quotes winning the right work?
A quick call isn't the finish line. Are surveys being arranged, quotes going out when promised, and open quotes followed up? Ask a few lost prospects whether they chose another firm because of price, availability, scope or confidence. Fix the answer you hear, rather than assuming all losses were price.
A one-week audit you can do yourself
- For every new request, write down the source, area, home size and expected move date.
- Note when the enquiry arrived and when someone first tried to call.
- Mark whether a survey happened, a quote went out and a booking was made; leave later-dated quotes as pending.
- Try your quote form and phone number from a mobile, then search for your own service in your area.
- At week's end, pick the step with the biggest drop and fix that one first.