Templates you can use today.

Keep this beside you on the phone. Listen first, then use the questions that fit the job.

Thanks for reaching out. Can you walk me through what you need done?

• Where is the property?
• What work are you considering, and what result are you hoping for?
• Do you have photos, rough measurements, or plans?
• Is there a date you need it done by?
• Is there a budget range you want us to work within?
• Who else will be involved in deciding on the work?
• Are there access issues or site conditions we should know about?

Let me repeat back what I heard: [brief summary].
The next step is [photos / a site visit / another conversation].
I will [action] by [date]. Is [email or number] the best way to reach you?

Use a real project detail. Stop chasing if they decline or ask you to stop.

Hi [name], just checking that you received the quote for [project].

Was there anything in the scope or price you wanted me to explain? If the timing has changed, no worries—let me know and I can update my notes.

[Your name]

Take detailed photos and measurements so you can quote from facts when you get back.

CUSTOMER & PROJECT
[ ] Name, contact details, address, and desired result
[ ] Decision-makers and preferred timing
[ ] Scope discussed, options, and exclusions

SITE DETAILS
[ ] Dimensions with units and labelled sketches
[ ] Wide photos showing context and close-ups of details
[ ] Access width, parking, equipment routes, and staging
[ ] Existing surfaces, drainage concerns, and visible damage
[ ] Material selections or samples still needed
[ ] Disposal requirements and items to protect
[ ] Utilities and permit questions requiring confirmation

BEFORE LEAVING
[ ] Confirm what happens next and when the quote will arrive
[ ] Record unanswered questions; do not guess
[ ] Save photos and notes in the same job folder

Send at an agreed interval. A short, specific update is better than silence.

Hi [name], here is the update on [project].

Completed: [what we finished].
Next: [what happens next and when].
Needed from you: [decision or access needed, or “nothing right now”].
Schedule: [on track / what changed and its impact].

I will update you again on [date]. Let me know if you have any questions.
[Your name]

Use this as a record alongside your project agreement. Confirm approval before doing extra work.

Project: [name / address]
Date: [date]
Requested by: [name]

Original agreed work: [scope reference]
Requested change: [specific work, materials, or quantities]
Reason: [why the change is needed]
Price impact: [amount and currency, or confirm before proceeding]
Schedule impact: [extra time / revised date / awaiting confirmation]
What remains unchanged: [relevant original scope]
Approval needed from: [customer / authorized decision-maker]
Approval recorded: [date, method, and reference]

Do not treat a blank approval field as permission to start.

Michael’s approach: remember something real, keep it personal, and ask whether they know someone who needs help.

Hey [name], how have you been? How did [specific thing they told you about] go?

Hope you are enjoying [the work you completed]. Also, do you happen to know anyone who might need help with [your service]?

Hope all is well!
[Your name]