The 20 Steps to improving your email response
Speed - Reply as soon as you can
Try and Greet the customer with the time of day (e.g. Good morning, afternoon, evening)
Thank them for their enquire
Summarise and confirm their enquiry (e.g thank you for your enquiry on XYZ
Connect - State you are there to assist during their property journey
Consent - you will add their details to your data base and confirm preferences & subscriptions
Answer their questions, don’t just send a templated response that doesn’t address exactly what they want.
Keep it short, polite and professional but personable
Ask further questions to get to know them
Empathise with the customer
Use their name more than once
Summarise how they were assisted
Wish the customer well in their search & thank them for their time
Effort to obtain extra contact details
Follow up, attach a plan. Use automation and workflow to ensure this happens
Ensure you offer value, be different.
Offer the unaccepted eg OFI list for Saturday, what to do when thinking of selling, moving guide, links to data and market reports.
Follow negative comments with positive comments if you have an email of this nature or tone.
Consistent signature where you can click on a mobile and connect with an agent, make sure all agents branding is the same, links to other property or tools in your ecosystem.
Remember be your customer, the next email you write reflect on how it would land with you.
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