Enquiry follow-up for estate agents

The first reply

Name the property, answer the question, and offer a concrete next step. If they asked whether the lease is long, and you do not know, say you are checking. Do not let a model write “90 years” because that is a common number. If the property is SSTC, say so, and say whether the vendor is still happy to hear from backup buyers.

Use the mailbox the enquiry arrived in, so the thread stays intact. Gmail is the connection where bot work has been tested. Other mailboxes can be connected directly where they appear in the directory. Sending waits for your approval. You see who it is from and what it says.

The second touch

If they viewed, the second message is feedback: what they thought, and whether they want a second viewing or to make an offer. If they never booked, the second message offers two times or asks what stopped them. A third “just checking in” with no new fact is how you train people to ignore you.

Record the outcome on the lead: booked, not proceeding, offer made, no reply. The CRM note can be drafted from that outcome. Ambiguous matches, two people with the same name, come back to you rather than being filed on the wrong record.

Offers and money

An offer email to the vendor states the figure, what is included if they said, and whether the buyer has something to sell or a mortgage to arrange, using only what you were told. You do not rank the buyer’s character. You do not promise the vendor that a higher offer is on the way.

Best-and-final rounds and gazumping are vendor decisions. The assistant can lay out the bids you entered. The vendor picks. Tell unsuccessful buyers once the vendor has actually chosen, not when you hope they will.

A weekly rhythm

Each morning, unanswered enquiries from the last working day. Each evening, viewing feedback. Once a week, a pipeline note for leads that are neither dead nor booked. That rhythm is something a person can run with drafts. It is also something you can later make a routine, which the person still switches on. The assistant does not create the routine by itself.

WhatsApp Business is a separate channel with its own template rules. Do not paste an email into WhatsApp and assume it can be sent. Read the WhatsApp guide before you add that channel.

Questions