Leads & bookings
Reply to new leads within minutes
You will have a first-reply template, a four-point checklist and a plan for who replies and when.
Before you start
- A place where enquiries arrive, such as email or a form
- Your usual answers to common questions
Why speed matters
Someone who has just asked you a question is paying attention now. A reply within minutes often beats a better reply tomorrow, because the person has moved on by then.
Step 1: Write the first-reply template
Write a first reply to a new enquiry for [my business]. Under 90 words. Thank them by name, answer the question in one line using only these facts: [facts], and offer two ways to move forward, such as a call or a booking link. Keep it warm and plain, with no pressure.
Save the template with placeholders for the name and the question. Read it once as if you were the customer.
Step 2: Make a four-point checklist
- Read the whole enquiry.
- Answer the actual question first.
- Add the next step with a clear time or link.
- Log the lead with the date you replied.
Step 3: Decide who replies and when
Set a target, such as replying within one working hour. Write who covers it when you are away. An automatic acknowledgement is fine, but say clearly when a person will follow up.
Common mistakes to avoid
- Sending a reply that does not answer the question
- Promising a time you cannot keep
- Not logging who has been contacted
- Using an automatic reply that sounds like a person
Final checklist
- I saved a first-reply template
- I made the four-point checklist
- I set a reply target and a backup