Dealing with Enquiries

WITH AN ESTATE AGENT: A buyer calls the estate agent. It’s out of working hours. They call again the following morning. The estate agent calls you, asks if Time A would be good for a viewing. You say no, but can make Time B. They call the buyer who is out (viewing another property they like). The agent tries the next day in-between dealing with his ten other sellers. The buyer can’t make Time B, but can do Time C. The estate agent calls you with the new time. Meanwhile the Buyer puts an offer on the other property…With Best Price Properties enquiries come direct to you.

 Tips for responding to an enquiry

When someone emails you about your property, that is only half the dance – how you respond is crucial, because this first point of contact is your opportunity to serenade someone into feeling good about you and your home. Here’s what I know on the subject:

  React first     Most people looking for a property will email a shortlist of candidates with an enquiry. If you are the first person to respond, you have the best chance to make the viewing. So check your emails often.

  Save time      You can use pre-written emails that cover the usual communications: first enquiry and directions. Then you just copy and paste these into a reply and tailor them as necessary. A great time-saver.

  Identify yourself      You’re probably not the only person the enquirer has emailed so identify yourself by including their message in your reply. It’s also a good idea to add the web address of your website after your sign-off-they can then click through to the site and fall for its charms again.

  Use questions to say more      There are usually questions attached to email enquiries. When you answer these questions, try placing the enquirer in the property. If they ask about the size of the bedroom, tell them what a lovely view there is from the bedroom in the morning. If they ask about the garden, say how lovely it is to be cooking at the barbecue as the sun is setting.

  Get them involved      Tell them a story. How you found the house, why you love it, how you renovated it, its history. Then tell them about the local area, what are your favourite places, restaurants, activities, etc. In a sense, make them fall for it like you did. Make them feel involved and it will be harder for them to say no.

  Tell them something they don’t know      It sounds contrary, but try holding something back from your ad/site, which you can reveal when they enquire. Not something big like the garden, but something like how close you are to shops, restaurants etc .  These will not break a deal, but they may just make one, especially in a market of similar properties.

  Tone of voice      Tone of voice is important. Don’t talk to them like a hotel does, because they don’t want to book a hotel. Talk to them as if you are writing a letter to a friend. Let them get to know and trust you and they will be much more likely to buy your house instead of another.

Call to action      At the end of your email, make sure you state what you would like to happen next, e.g. ‘Please let me know if you’d like to go ahead and view’. Sometimes a little nudge is all that’s needed.

Telephone or email?     People who switch from replying by email to telephoning say that their conversion rate improves dramatically. Your response time will be quicker and if they like you they may commit there and then. But this is not best for everyone if you come across poorly on the phone but write well you will be better off charming your prospect by email.