Good point and good post.  I hear from customers all the time thatthey had contacted so and so and never heard back.  I'm sure I've let a few slip by, but in this business, it truly is who responds promptly who gets a shot at the business.

Its a fine balancing act.  Like you said you need strike while he iron is hot. You can't let the business pass you by for if you do the reward will pass you too.

Maggie, Maggie, Maggie. 

I always search the Internet for providers of anything.  I rarely get a response.  I am gratified because I know that applies to real estate agents too. 

So, while most folks are not responding to Internet leads, I AM.

I'm O.K. with that. 

For me it is all about service and that means prompt and the highest level possible. I never want to be so busy that I can't provide this for each of my clients and contacts.

Maggie - good post. I agree with your points and I do try and respond as quickly as possible. It is crucial that we do, because if we don't respond, then someone else may and then we lose the lead!!! I do respond to all leads, put them in the pipeline, and follow up with them. I use Top Producer to help me maintain contact with my leads.

Thanks - Sharon

www.SharonintheOC.COM

Newport Beach Real Estate

Maggie, 48 hours is enough time for any person or provider to respond. At the very least and auto-responder saying when they will respond. You are so right the Realtor that responds first gets the deal

Example.  My goal is to send out two good referrals every day.  I have sent out three today. 

I answer my phone. 

I'm glad when other agents do not.

I hate auto responders.  They seem so impersonal.  They are OK if you get back fairly fast with a person e-mail or phone call.

Every referral I get from the internet is because I answered the phone. Period.  All you have to do is answer the phone or call back straight away.

If you don't respond within 24 hours you don't get my business. Pure and simple. I answer my phone and return all messages promptly. If we don't, they just say "Next" and go to another agent.

Hi Maggie - it is SO frustrating to not get a contact back - either email or phone call.  You do really wonder what they're thinking when someone calls on their pruduct and no one bothers to get back to you.  In this day and age, I personally think it's inexcusable. 

Ann

I have backup.  Two great guys who are great closers also.  I also have a whole host of others who want to help but I wanna stick with the closers!!

Maggie:

I feel your frustration.  I contacted an agent over the past few days and waited 36 hours for him to call me back so I could get back with the client.

The best I can suggest is do what I do and keep in touch with the client and let them know you are STILL waiting for a return call.

Happy New Year my Friend!

Maggie, to be honest, I think 48 hours is too long a response time.  When I started in real estate over a decade ago, our broker gave us 7 minutes to answer a call.  While I think that was excessive, I never forgot how important it is to get back to people as quickly as possible. 

Maggie:  I am with you -- I try to get back to someone asap!  Even if I can't take the time to talk at length and call them and let them know I received their inquiry and set up a time to talk at their convenience!  I know that I have won out over my competitors because of my quick response.

I am Maggie. Which is why I'm always connected. No excuse for that type of delay.

I hope you aren't looking for a website!

No excuse for that type of delay.  Even when I was in Vegas I was answering calls and returning the ones I missed.  Email at least twice a day.  No excuses. 

Congrats on the star - and as usual you are right

Hopefully Realtors in my area respond the same way!  LOL

Maggie, I contacted one of the Outside Blog providers who has been active hear on Active Rain. I received an auto email saying someone would contact me within 24 hours.  It was more like 3 days.  Then the guy was on his cell phone driving down the road.  I couldn't hear him over the static, so I asked him to call from a land line.  He did, again, a couple of days later.

I obviously, didn't do business with them. 

You position yourself. You should have the tools to contact someone immediately after they call email etc. If you dont someone else will.

Timing is key and many who get answering machines/voice mail will go on to the next agent. I'm sure this is obviuos to most.

This is why you get my Miami leads Maggie!  I was even trying to list a property of mine in another state and it was the most frustrating time.  I contacted 6 agents and only 2 called me back.  Crazy!

Our team has systems in place to respond to every lead no later than the next business day, and most of the time within hours. Initial response time is critical in setting expectations for future service.

I answer my phone... I answer emails ....and I follow up. Good one Maggie!

Hi Maggie,

48 hrs. is definitely too long to wait.

As you probably know, I'm a huge believer in "real-time" voice mail that I use daily. For me it's all about expectations, I think it's normal to respond to a call within 20-30 minutes or so. If it's going to be longer, (like a meeting or a personal/family event) my v/m indicates that and let's the caller know when to expect to hear back from you.

If it's an online contact I'm normally on and off line all day long, although truthfully that could take longer for me personally. If I had a lot of onlineleads, (mine arent's they are usually personal referrals who call me) I'd definitely use a virtual assistant. To keep the cost down, you could share a v/t/ with a few other agents at the same time.

Users of the Internet have learned to expect instant gratification.  Visitors to real estate web sites are no different, if you haven't responded to their request within an hour or so, you can pretty be much assured that they have clicked on the next link in their Google search and have contacted another agent by now.  It's not too difficult to have your website text message your phone so you can contact the client immediately. 

If a company doesn't call me back when they want my business and are in the selling mode - I assume their customer service after I buy (IF I buy) will be even worse.

Maggie, Great points. I agree and always respond on the go with text messaging and many other "toys". It's important that you get back as fast as possible. Thanks for reinforcing this point. 

Respond or you lose a client the same rule applies wherever you are.

There is no excuse for it taking so long for someone to get back to you. All the best for the new year.

I agree with the others that internet leads are expecting "instant" gratification and need to be contacted immediately.  A couple of hours may be too long.

Wishing You HAPPY HOLIDAYS and Best Wishes for A GREAT YEAR 2008.

Tommy   

New York Certified Home Inspector Long Island NY Nassau/Suffolk/Queens Home Inspections

I couldn't agree more.  Over the past few months, my website leads have been coming in so quickly, I don't have time to call them all back within 3 or 4 hours.  It is a good problem to have, but at the same time I don't want to ruin my reputation that I've taken years to build.