The short version
- Out of 314 enquiries, 177 became booked jobs. That's 60% of every enquiry that reached a final outcome.
- Of the enquiries that didn't book, only 15 said no. Another 101 were contacted once and then went quiet.
- Customers who used the online booking form booked 96% of the time. Customers who asked for a quote booked 26% of the time.
- The fix isn't cheaper prices. It's faster replies, follow-ups, and letting ready customers book themselves.
If you run a tint, wrap or PPF shop, you know the feeling. Your phone and inbox are full of enquiries, the calendar still has gaps, and you're not sure where the jobs went.
We build the website and booking system for Galaxy Tint & Wrap in Ormeau, Queensland, so we can see exactly what happens to every enquiry from first message to booked job. Here's what six months of their data shows, and what any shop can learn from it.
Where 314 enquiries actually went
Over the six months to October 2026, Galaxy received 314 enquiries through their website. Here's what happened to them:
What happened to 314 enquiries
Source: Galaxy Tint & Wrap's CRM, enquiries from the last 6 months. "Went quiet" means contacted but no reply and no booking after 30+ days.
Leave out the 21 recent enquiries that are still in progress, and 60% of enquiries turned into a booked job. That's a strong result. But look at the other side: of the 116 enquiries that didn't book, only 15 actually said no.
101 out of 116 lost enquiries never said no. They got a reply, then the conversation just stopped.
That changes the problem completely. If customers were saying "too expensive", you'd look at your prices. But silence usually means something else: the customer got busy, booked with whoever replied first, or was waiting for a nudge that never came.
One honest note: shops don't always update their system when a job is booked over the phone, so a few of those "quiet" enquiries probably did book. The real booking rate is likely a bit higher than 60%. But even allowing for that, silence is the biggest leak by far.
Quote requests vs online bookings
Galaxy's website gives customers two options: ask for a quote, or book a time slot directly. The difference in results is huge.
How often each type of enquiry became a job
124 of 129 booking requests and 49 of 185 quote requests had a confirmed booking. Same shop, same 6 months.
Part of this is simply who uses each form. Someone picking a time slot has usually already decided. Someone asking for a quote is often comparing two or three shops.
But that's exactly the point. If a customer is ready to book, don't make them wait for a quote. Every hour between "I want this done" and "you're booked in" is a chance for them to go elsewhere. And for customers who do need a quote, speed and follow-up decide who gets the job.
Why tint customers go quiet
From working with shops, and from our own experience asking shops for quotes as a customer, the same reasons come up again and again:
- The reply came too late. When you're mid-install, a DM can sit for hours. By the time you reply, the customer has booked with the shop that answered first.
- The quote was hard to act on. A price in a text message, with no easy way to pick a date, puts the work back on the customer.
- Nobody followed up. Plenty of customers mean to book, then forget. One friendly reminder a few days later is often all it takes.
- Enquiries were spread across too many places. Instagram, Facebook, texts, email and phone. Some messages get missed entirely.
None of these are about your work or your prices. They're all about what happens between the enquiry and the booking.
How to stop losing enquiries: 5 fixes
- Let ready customers book themselves. Add online booking with your real available time slots to your website. Customers who know what they want will book on the spot, even at 10pm.
- Get every enquiry into one list. Website forms, DMs and emails should all end up in one place, so nothing is missed and you can see what still needs a reply.
- Reply the same day, ideally within the hour. Set up instant email notifications for new enquiries, and keep your quote prices ready so replying takes a minute, not an evening.
- Follow up two or three times. If there's no reply to a quote, check in after a couple of days, then again a few days later. Keep it short and friendly: "Still keen to get the tint done? I've got Thursday morning free." Automated follow-ups do this for you.
- Track your booking rate every month. You can't improve what you don't measure. Here's the simple version.
How to work out your own booking rate
Leave out enquiries from the last few weeks that are still in progress, because they haven't had time to book yet. Count any older enquiry that never replied as lost. If you do this every month, you'll quickly see whether faster replies or follow-ups are working.
If you don't have a system that tracks this, try it by hand for one month: list every enquiry in a spreadsheet and mark it booked, lost, or still open. Most owners are surprised by the number.
The bottom line
Most tint, wrap and PPF shops don't have a lead problem. They have a follow-up problem. The jobs are already coming in, and a lot of them are slipping away quietly. Fixing that is usually cheaper and faster than chasing more enquiries with ads.
At Galaxy, putting every enquiry in one place, adding online booking, and following up properly is what got them to 60% of enquiries booked and a calendar with around 30 jobs in their busiest months. Read the full Galaxy Tint & Wrap case study.
Want to know how many jobs you're losing?
We'll look at your website, Google profile and how you handle enquiries, and show you where jobs are slipping away. Free, with no obligation.