A faster reply starts with a backup plan

It’s easy to miss a new inquiry when you’re busy with customers. But by the time you return the call or email, that buyer may already be talking with another agent.

Responding quickly gives agents a chance to connect while someone is still browsing and thinking about a property, HousingWire contributor Gina Baker wrote in a recent article on lead response times. She recommends aiming to reply within five minutes, with a backup plan for times when a personal response isn’t possible.

The goal is to open a conversation. A brief acknowledgment and a relevant question can give a prospective customer a reason to respond without requiring the agent to compose a lengthy introduction.

For busy agents, some preparation can make that first exchange easier:

• Save short email and text templates that can be personalized with the person’s name and the property they asked about.
• Keep the first question simple, such as whether the person wants details about that home or is exploring the broader area.
• Use a keyboard shortcut to insert frequently used wording, reducing the time spent typing on a phone.

Baker also suggests automated replies to cover appointments and other periods when agents are unavailable. Those messages can acknowledge an inquiry and ask for the property address or a little more information.

The wording deserves attention, too. An automatic acknowledgment should accurately describe what’s happening. Saying a message was received avoids implying that an agent has personally read it. Giving a realistic time for a personal reply also helps set expectations.

For businesses handling more inquiries, Baker points to assistants, AI answering services and website chatbots as additional options for collecting information and keeping the conversation moving.

Whatever handles the first response, the next step still needs an owner. An acknowledgment can start the exchange, but someone needs to review the question and follow through.

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