Leads that are responded to quickly (WITHIN THE HOUR) make
money – FACT
Whatever response time we are aiming for on enquiry, it’s not always easy to keep it consistent, with the peaks and troughs of demand that we experience, and the challenge of managing that effectively with the resource in place. There are some top tips coming up on how to handle that scenario, but before, lets look at how easy it is to be good at enquiry response 🙂
Be the first to respond
I have certainly been surprised recently at the lack of
response received to business enquiries that I have made. Phones not answered. No voicemails. Online
enquiry forms sent out and no response back.
Having sent out 5 for the same service, how many do you
think got back to me?
TWO! One was within 2
hours, one was within 12 hours, and the others I NEVER HEARD FROM.
You can guess who got the business.
It completely reflected research from InsideSales.com
showing that 35–50% of sales go to the vendor that responds
This is your chance to make an impression, and a quick
response shows good service, starts to build trust, and if the response is
bespoke to the enquiry, and has clearly had thought put into it, all the
A survey conducted by Prof. James Oldroyd at MIT, in conjunction with InsideSales.com, showed that the odds of qualifying a lead if you contact them 30 minutes after an enquiry drops by a factor of 21 times compared to a 5-minute reply!
If you can get back
to a client when they are feeling excited to have found your service and it is
present in their mind, it is much easier to make an impact and qualify/convert
Business Review’s article and study of 2,241 U.S. companies data showed that:
37% responded within an hour
16% responded within 1-24 hours
24% took more than 24 hours
23% never responded at all
The good news is that increasing response rates from 27% to 92% can
cause a 314% lift in results.
There is little point in spending money on generating new leads if you haven’t got to grips with what’s coming in already and have a team in place to react appropriately.
Top tips for when you are battling with those enquiries flooding in:
HAVE AN AUTO RESPONSE TO YOUR ONLINE ENQUIRY
FORM that provides information on when they can expect to get a response and
can relax knowing that you have received their details. If you get inundated with enquiries and
struggle to meet your usual target response time, adjust the auto response. You
can also ask clients to flag up to you if their enquiry is urgent and when they
need a response by. That way time can be
managed according to client needs as identified by them and allows you to
prioritise more effectively.
PULL RESOURCE FROM OTHER TEAMS, ASK FOR HELP
Sounds simple yes but it’s all too easy to
sit in the office stressing over a backlog. Are there any other team members
working elsewhere in the business that can help you? If you don’t ask you won’t know!
SHOUT ABOUT HOW BUSY YOU ARE, TO BOOST SALES!
Don’t underestimate the power of demand to
convert sales more quickly. Scarcity
makes people perceive your service as valuable and it encourages them to take
action. Limited availability has the power
to increase leads and conversion, clients are forced to make a decision,
especially where there is exclusivity.
ONLINE CHAT FACILITY
If your business does not have this in place
yet, think about whether it can support an online chat facility for clients to
submit queries and get an instant response.
This would allow you to commit to shortened target response times for
Hope this is helpful ? please do comment.
Interested to learn more or chat to me about how Bamboo can support you?
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