A property enquiry has an unusually short shelf life. The same person has usually contacted two or three other agents within the hour, and whoever answers first with something specific gets the viewing. An agent driving between site visits cannot be that answer.
The setup
What is running today
Live channels: WhatsApp. The figures at the top of this page are read directly from the account rather than estimated, and describe the setup rather than a claimed outcome.
The problem
A property enquiry has an unusually short shelf life. The same person has usually contacted two or three other agents within the hour, and whoever answers first with something specific gets the viewing. An agent driving between site visits cannot be that answer.
What changed
The rollout
Stage one
Answer immediately, with something specific
Every enquiry gets an instant reply that acknowledges the property in question rather than a generic thank-you, which is the difference between a receipt and a response.
Stage two
Qualify in the same breath
Budget, preferred location and timeline are collected in the opening exchange, while intent is at its highest, rather than on a call two days later.
Stage three
Route by what was collected
The qualified enquiry goes to the agent who handles that area and that price band, with the answers attached.
What is live
- Instant, property-specific first response on WhatsApp
- Qualification captured in the opening exchange
- Routing based on the collected answers rather than round robin
- A single contact record per enquirer across repeat enquiries
Why the first ten minutes and not the follow-up
Follow-up sequences are where most property teams invest, and they operate on leads that have already chosen someone else. The first ten minutes are the part of the process that decides which agent gets to do the follow-up at all.
Questions this raises
Not when the questions are the ones they expected and the answer to their own question comes first. Being asked for a budget before anyone has told you the price is what buyers object to.
It still reaches a person. The gate decides routing and priority, never whether somebody gets a reply.
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