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by Bobby Tsui on 14th September 2016

Someone recently went on Twitter and said, “long time Verizon customer, but following you on Twitter is making me consider switching to TMobile.” A couple of hours later, Verizon tweets back, “We’d be heartbroken if you left! Your loyalty means the world to us. What has you considering a switch? How can we help?” Then, […]

Someone recently went on Twitter and said, “long time Verizon customer, but following you on Twitter is making me consider switching to TMobile.” A couple of hours later, Verizon tweets back, “We’d be heartbroken if you left! Your loyalty means the world to us. What has you considering a switch? How can we help?” Then, another tweet follows from TMobile, “That’s music to our ears! DM me with any questions.”

Wow is right! This is the kind of benchmark we should be measuring our lead time for sales follow up. One major study revealed that a firm who reached out to a lead within an hour was 7 times as likely to qualify the lead versus one that reached out even an hour later.

My suggestion is to allow your email auto-response to acknowledge that the request was received, buying you some time to reply with a personalized response. You need to respond faster and consider hiring a dedicated online salesperson for this task.

If you’re a homebuilder, relying on your on-site agents may not be enough. You should also follow up more than once.  If it takes an average of 7 touches before someone will internalize and take action on your call to action, continue to follow up! Just keep your emails concise and to the point.

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