What to Text a Customer Who Got an Estimate and Went Quiet

Picture a comfort advisor on a 108-degree afternoon in an Anthem-area home. He spent an hour in a hot attic measuring duct runs, wrote up a $10,000 system replacement estimate, and the homeowner said, "We'll think about it." He drove back to the shop, dropped the estimate in the pile, and meant to follow up. Then the calls started coming in, a tech needed a part, the dispatcher was out, and the estimate sat there. A week passed. He felt awkward chasing it. Two weeks passed. He sent one "just checking in" text and got nothing. Three weeks in, he drove past the house and saw a competitor's truck in the driveway. The system was already installed.

This is a composite, not a real customer. But if you have given estimates in this heat, you have lived some version of it. The estimate may not have died because of price. It may simply have been forgotten.

The Short Answer

Send a short, specific, low-pressure text within a day or two of the estimate. Then follow up several times over about two weeks, with a different reason to reply each time. This cadence is our recommendation, not a measured benchmark.

What the Data Says

Here is what the research actually shows, and what it does and does not prove.

ServiceTitan data cited in its April 2026 blog recap "Follow-Ups 101: Back 2 Basics" says only 37% of in-home estimates convert on the first visit. This is ServiceTitan's own data, from a vendor that sells field service software. It tells you most estimates do not close on the spot, which means follow-up is where the rest of the work happens.

Hatch analyzed about 163,000 HVAC estimate follow-up campaigns and reported an average response rate of 60% (Hatch blog post, September 2024). This is unaudited vendor data, covers campaigns that mixed texts and emails, and measures replies, not sales. The best-performing campaign used five texts and two emails. It tells you that a real sequence gets replies, but it does not tell you exactly how many touches your shop needs.

Neither figure is an HVAC-specific, audited study. Treat them as signals from vendors who sell follow-up tools, not as guarantees.

Why "Just Checking In" Fails

You have sent it. "Just checking in to see if you had any questions!" The customer read it, thought "I'll reply later," and never did.

Vague texts get ignored because they ask the customer to do the work. They have to remember what the estimate was, decide what they want, and write a response. That is a lot to ask of someone who is not sure yet.

Each message should give the customer an easy reason to answer: a question they can answer in one word, a deadline that is real, a useful fact about their system, or an easy next step. Make it simple to say yes, no, or "not yet."

And please, retire "Just circling back!" Nobody knows what it means. It sounds like a robot that learned English from a sales playbook.

The Copy-and-Paste Sequence

Use these five texts in order. Swap in your name, company, and the customer's details. Keep each one short. Each includes an opt-out line, as you should on every text.

Day 1, the thank-you plus one question. Send within a day of the estimate.

"Hi [First Name], this is [Your Name] with [Company]. Thanks for having me out today. Did you have any questions about the estimate I can answer? Happy to walk through the options again. Reply STOP to opt out."

Why it works: it thanks them, names the estimate, and asks one easy question. A "no questions" reply is still a reply.

Day 3, the easy-answer. Send about two days later.

"Hi [First Name], [Your Name] at [Company]. Quick question on the estimate for [Address or Job]: is the main thing holding you back price, timing, or picking the right option? Any answer helps me. Reply STOP to opt out."

Why it works: it gives them three choices, so they can reply with one word. It also tells you what to fix.

Day 6, the useful fact. Send a few days later.

"Hi [First Name], [Your Name] here. Wanted to make sure you have everything you need on the estimate for [Job]. I can send a quick summary of the options, or answer anything by phone. Reply STOP to opt out."

Optional: swap in one real, accurate fact about their equipment if you have one.

Why it works: it gives value, not pressure. A real fact about their system shows you remember their job and are not just chasing a sale.

Day 10, the deadline (only if true). Send if you have a real reason.

"Hi [First Name], [Your Name] at [Company]. The pricing on your estimate is good through [date]. If you'd like to hold it or have me adjust anything, just reply here. Reply STOP to opt out."

Why it works: it gives a clear reason to act now. Use this one only when a real deadline exists. If your pricing does not expire, skip it. Only use a deadline if it is real.

Day 14, the graceful exit. Send about four days after the last one.

"Hi [First Name], [Your Name] at [Company]. I don't want to keep pestering you, so this is my last note on the estimate. If anything changes, you can reach me right here. Reply STOP to opt out."

Why it works: it takes the pressure off and leaves the door open.

Texting Rules That Keep You Out of Trouble

A few plain rules. Text only people who have given you consent to be texted. Include an opt-out in each message. Respect quiet hours, which means reasonable local daytime, not 9 p.m. on a Sunday. Stop immediately when someone says stop or tells you they went with another company. Follow your registered carrier campaign rules.

This is general information, not legal advice. Check your own consent and opt-out practices, and follow the rules for your area and your carrier registration.

What to Do When Someone Replies

Answer within minutes, not hours. If they have a real question, move to a call. Text is for getting a reply, not for a long back-and-forth about load calculations.

Do not argue about price in text. If they say "your price is too high," try one simple line: "I hear you. What number or option would work for you?" That asks what they need without promising a discount, and it keeps the door open for a real conversation.

Doing This by Hand vs. Automating It

The sequence above can be run by hand with reminders on your phone or in your CRM. It works when the shop is quiet. It usually breaks down when the shop gets busy, which is the exact time your estimates pile up.

Automation can send each text on the right day, can be set to stop the sequence when a customer replies or books, and hand off to a person when a real conversation is needed. Nex-Trends offers this kind of follow-up as part of its revenue systems, without hype or guarantees. You can see how it fits at revenue systems and pricing.

HVAC Estimate Follow-Up Questions

How many times should I follow up on an HVAC estimate?

Our recommendation is about five touches over two weeks, with a different reason to reply each time. This is a cadence we suggest, not a measured benchmark. Hatch found its best-performing campaign used five texts and two emails, but that was vendor data across mixed campaigns, not a rule for your shop. The point is to follow up more than once, because most estimates do not close on the first visit.

What's the best time to text a customer about an estimate?

Pick a reasonable local hour, avoid early mornings and late nights, and respect quiet hours. We don't have reliable data on a single best time, so test what works for your customers. The timing matters less than the content. A specific, easy-to-answer text sent at a normal hour beats a vague one sent at the "perfect" time.

Is it okay to text customers about estimates?

Yes, if they have given you consent to be texted. Include an opt-out in every message, respect quiet hours, and stop when someone asks you to stop. Follow your registered carrier campaign rules. This is general information, not legal advice, so check your own consent and opt-out practices.

Should I text or call?

Both, in the right order. A text is low-pressure and easy to answer, so it is a good first follow-up. If they reply with a real question, move to a call. Text gets the reply. The call closes the job.

Stop Guessing. Run Your Own Numbers.

If estimates are going quiet on you, you already know the leak is there. Find out how big it is, and where it sits, with the Free Revenue Leakage Audit. It starts with a short audit and shows your biggest gap before you pick a plan.

Take the Free Audit

Sources and Disclaimer

Sources: ServiceTitan, "Follow-Ups 101: Back 2 Basics" (April 2026); Hatch, HVAC estimate follow-up campaign analysis (September 2024).

Disclaimer: The example texts are templates to adapt to your shop and your customers. Results vary based on your estimate volume, your close rate, and how consistently you follow up. Nothing here is legal advice or a guarantee of revenue. Always follow your own consent, opt-out, and carrier rules.