In the Brisbane trades scene, the first person to pick up the phone or reply to an email usually wins the job. But let’s be real—if you’re on a roof in Chermside or halfway through a slab pour in Logan, you can’t exactly stop to type out a quote or a greeting.
Automating your follow-ups ensures that when a potential customer reaches out, they get an immediate response that makes you look professional and responsive, even when your hands are full. It stops them from calling the next sparky or plumber on the list while you're busy working.
Before You Begin: What You’ll Need
To get this set up properly, you don't need to be a tech genius, but you will need a few things ready to go:- A Google Business Profile: (Formerly Google My Business) This is essential for local SEO and lead capture.
- A Meta Business Suite Account: This connects your Facebook and Instagram business pages.
- A basic CRM or Email Tool: Something like MailerLite, HubSpot, or even just a dedicated Gmail account with "Templates" enabled.
- Your ABN: Just in case you need to verify any business accounts during the setup.
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Step 1: Enable Google Business Profile Chat
Most Brisbane homeowners will find you via a Google search. If they see a "Chat" button, they’ll often use it instead of calling.- Open the Google Maps app or search for your business name on Google.
- Tap Manage your Business Profile > Messages.
- Click the three dots (settings) and select Message settings.
- Toggle Messages to ON.
- Click on Edit Welcome Message.
Step 2: Set Up "Instant Replies" on Facebook and Instagram
Meta Business Suite is where you manage your DMs. It’s a bit of a clunky interface (Google and Meta seem to love making things harder than they need to be!), but once it’s set, it works like a charm.- Go to business.facebook.com and log in.
- On the left-hand sidebar, click Inbox.
- Look for the Automations icon at the top of the screen (it looks like a little sparkle or a robot head).
- Select Instant Reply and toggle it to On.
- Check the boxes for both Messenger and Instagram.
- In the message box, write your response.
Step 3: Create an Automated Email Reply
If you have a contact form on your website, this is the most important step. You don't want a lead sitting in your inbox for six hours without an acknowledgement.- If using Gmail/Google Workspace: Go to Settings > See all settings > Advanced > Enable Templates.
- Go back to your inbox, hit 'Compose', and type a professional "Thanks for your enquiry" message.
- Click the three dots in the bottom corner > Templates > Save draft as template.
- Go to Filters and Blocked Addresses in settings and create a filter where any email with the subject line "Website Enquiry" (or whatever your form sends) is automatically replied to with that template.
Step 4: Use a "Missed Call Text Back"
This is the holy grail for tradies. If you miss a call because you’re on the tools, your phone automatically sends a text to the caller.- For Android users: You can use the built-in "Quick Responses" feature in your phone settings.
- For iPhone users: Unfortunately, Apple makes this hard. You can use "Auto-Reply" while in 'Driving' Focus mode, but for a true business solution, you might need a third-party app like GoHighLevel or a dedicated VoIP service.
Step 5: Setting Up a Lead Capture Form (The Pro Way)
Instead of just an email address, use a tool like Typeform or WPForms on your website.- Create a form that asks for: Name, Suburb, Job Type, and Urgency.
- Set the "Confirmation Message" to redirect them to a booking calendar (like Calendly) if they want to book a quote immediately.
- This qualifies the lead before you even talk to them. No more driving across town to Chermside for a job that’s way too small for your minimum call-out fee!
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Common Mistakes to Avoid
- Sounding like a robot: Don't be afraid to sound local. Use "G'day" or "Cheers" if that's how you actually speak. People want to hire a person, not a software package.
- Over-promising: If you say "We'll call you in 10 minutes" and you don't, you've lost their trust before you've even met. Better to say "We'll be in touch by the end of the day."
- Forgetting your ABN/Licence: In Australia, specifically for trades, it adds massive credibility if your automated email footer includes your QBCC licence number (if in QLD) or your ABN.
Troubleshooting
- "I'm not getting the notifications!" Check your phone's 'Do Not Disturb' settings. Also, ensure the Meta Business Suite app has 'Background App Refresh' turned on.
- "The messages are going to spam." This happens if your automated email is too short or contains too many links. Keep it simple and ask the customer a question to encourage a reply.
- "Google keeps disabling my chat." Google requires you to respond to 90% of messages within 24 hours. If you don't, they'll turn the feature off. The automation helps, but you still need to jump in eventually!
Next Steps
Now that you aren't losing leads while you're on the tools, it's time to make sure those leads are high quality.- Optimise your Google Business Profile with recent photos of your work around Brisbane.
- Check your website speed—if the form takes too long to load, they won't even see your automation.
Need a hand getting your systems to talk to each other? We do this all day for local legends across Brisbane. Feel free to reach out at https://lmgroup.au/contact and we can help you get it sorted.