Put a real reply time next to your contact form

Here's a small fix most service websites could make this week: put a real reply time next to your contact form.

"We reply within one business hour" beats silence. So does "We'll call you back by the next morning." The exact time matters less than saying one.

Why it matters

People don't mind waiting a little. They mind not knowing whether anyone saw their message. A homeowner with a leak who fills out your form and sees nothing goes straight back to Google and fills out the next one. A homeowner who reads "we'll call you within the hour" is much more likely to wait for you.

Make sure it's true first

Before you post a reply time, test it:

• Fill out your own form from a personal email, on a weekday afternoon and again on a Saturday.
• Note how long it takes for a real reply to arrive, not an automatic "thanks for your message."
• Post the time you can actually keep, not the one you wish you could.

If the honest answer is "next business day," say that. Then work on making it faster.

Then say what happens next

The best forms also tell people what happens after the reply: "We'll ask for a photo and send you two times to come out." It sets expectations and filters out tire-kickers.

Want to know what a customer actually sees after they reach out to you? Our free check looks at your form, your phone listing and your reviews, and gives you fixes you can make yourself.