Reply to every new call, text or chat within 5 minutes, follow up 5 times, and spread it over 5 days. This free 2-page guide gives you the rule, a 2-minute self-test, and 5 copy-and-paste texts.
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Download the guide ↓Free. No credit card. Updated October 2026
Written by Ted Gaunt. 30 years owning small businesses. Easy Business Technologies (Easy Biz Tech for short) gives owners plain-English help with today's tools. Want a hand after reading? A 15-minute call is free.
Talk to TedMissed call, right away: "Sorry I missed your call! I'm with a customer right now. What can I help you with? I'll get back to you as soon as I'm free."
Day 5, last note: "Hi [Name], I don't want to bug you, so this is my last note. If you still need [the thing], just reply and I'll jump on it."
The guide also has a quick scorecard (under 5 minutes, 5 to 60 minutes, hours or next day) and a 2-minute test: call your own business from a friend's phone and time the reply. The 5-5-5 Rule is our own rule of thumb, not a research study.
More free guidesA simple rule of thumb for local businesses: reply to every new call, text or chat within 5 minutes, follow up about 5 times, and spread those follow-ups over the first 5 days. It is a practical guideline, not a research study.
As fast as you can, with 5 minutes as a good target. Many customers contact the next business on their list if no one answers quickly.
About five times over roughly five days, then stop. Each message should be short, friendly and give the person an easy way to reply.
Set up an automatic text-back for missed calls, so the customer hears from you right away even when you are on a job.
Yes. It is a free 2-page PDF with no credit card and nothing to buy.
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