I was trying to arrange gas for our new home. I was close to signing up, and the supplier had already moved me into the support process.
Then I spent the next week chasing them. I followed up three times to find out what was happening. Eventually I called another company, and they signed me up that day.
The first company lost the work for three homes. They had someone who wanted the service and was actively trying to buy it. They just didn't get the next part done.
That experience made me think about the effort businesses put into finding leads. You can spend money and time getting someone interested, then lose them in a fairly ordinary conversation because nobody responds.
From the customer's side, it doesn't feel complicated. I needed to get the gas arranged. If one company couldn't move it forward and another could, I had a reason to choose the second one.
It is worth looking at that handoff in your own business. What happens after someone asks about buying? Who is responsible for replying? Can the person who receives the enquiry move it towards a decision?
I wouldn't promise that a fast response wins every sale. But in this case, the response was enough to decide where the work went.
Before spending more to bring people into the business, check what happens to the ones already trying to pay you. I was following up repeatedly, so the first supplier had several opportunities to keep the work. Another company got it with one conversation.
