In A Small Business Lead Follow-Up Workflow You Can Automate , we described a five-step process for handling new enquiries: capture, confirm, record, assign, and remind. This guide builds the record, assign, and remind steps in Make, using a Google Form and a Google Sheet. We built and tested it on Make's free plan while writing this post. Disclosure: this post contains an affiliate link to Make. If you sign up for a paid plan through it, we may earn a commission at no extra cost to you. The free plan is enough to follow this guide. What the workflow does When someone submits your quote request form, their answers land in a Google Sheet. Make then checks the sheet and, for each new enquiry, fills in three tracking columns: Status: set to "New" so you can see what still needs a reply. Owner: the person responsible for the next step. Follow-up date: two days after the enquiry is processed, so nothing sits unanswered. A person still reviews each request and writes the rep...

A new enquiry is easy to miss when it lands in a busy inbox. A small, well-defined follow-up workflow can make responses more consistent without trying to automate every conversation. Start with one enquiry path Choose one type of request, such as a quote request, consultation booking, or product question. Write down what happens from the moment it arrives until it is answered. Note who owns the next step and where a handoff tends to get lost. A simple five-step workflow Capture the request. Use one form, inbox, or intake process where practical. Ask only for information you need to respond. Confirm receipt. Send a short acknowledgement that says the request arrived and gives a realistic expectation for a reply. Do not promise a response time the business cannot meet. Record the details. Put the request in a shared tracker or customer system with the date, contact method, request type, and owner. Avoid copying sensitive information that is not needed. Assign the next action. Create...