Internet Lead Response - Best Practices
“There is one, single, overriding message
when it comes to contacting leads
generated from online lead sources.
Every second counts.”
Internet Lead Response - Best Practices
When Does Initial Call Result in Contact – Hour Analysis
You are 10 times more likely to reach a lead if you call in the
first hour than if you wait an hour.
* Source: InsideSales.com / MIT Lead Response Study
Internet Lead Response - Best Practices
When Does Initial Call Result in Contact - Minute Analysis
Your odds of connecting with a lead in the first 5 minutes after they
submit their information is 5 times higher than if you wait just 5 more
minutes and it then continues to drop at alarming rates.
* Source: InsideSales.com / MIT Lead Response Study
DAY 1
Internet Lead Response - Best Practices
• Accept the lead and call the prospect
immediately if at all possible.
• If you do not make contact on the initial call,
plan to call 3-4 times in that first hour and up to
seven times the first day (depending on what
time the lead comes in)
• Do not leave a voicemail today, attempt to
make contact with the live person at all costs.
• If you have not made a connection by days
end, add the lead to the LeadRouter action
plan “Buyer Lead – First Contact” BEFORE
THE END OF THE DAY. This will send your
next two follow-up emails automatically.
• Accept the
Lead
• Call 3-4 times
first hour
• Add to
Leadrouter if no
contact made
• No Voicemails
Thanks for requesting more information on one of our property listings
yesterday. I wanted to confirm that I have received your request and I have made
a couple attempts to contact you by phone.
I am available to provide you with more information or even to get you in for a
showing on that property or any property that may be of interest. Remember,
I can show you any home, regardless of who has a yard sign up on the house, as
I have access to all the homes for sale in our area.
Thanks for your interest and I look forward to hearing from you.
Call the lead between 8AM -10AM in the morning and leave a voicemail
WITH NO CALL BACK NUMBER. In your voicemail, explain that you sent
them an email and you would appreciate it if they could respond to the
email with they get a moment. Something like…
Hi, it’s Jane Doe from Better Homes and Gardens Rand Realty. I saw your
request for more information about my listing at {PROPERTY ADDRESS} and just
wanted to give you some details you won’t find online. I sent you an email
earlier, please give me a call or respond to the email so we might connect.
Thanks and have a great day.
DAY 2
Hi!
Internet Lead Response - Best Practices
If you didn’t use LeadRouter, Send an email to EVERY LEAD you received
yesterday FIRST THING IN THE MORNING. The content of the email
should be as follows:
• Send follow-up
Email
• Call between
8am – 10am
• Leave
Voicemail with
no callback
number
Stats show its best to take today off
from contacting three day old leads.
Focus on your new, two and four day
old leads.
DAY 3
Good News!
Internet Lead Response - Best Practices
It’s day three and you have yet to
connect with this interested buyer.
• No Activity
Required
The most common times for reaching contacts are:
8AM – 11AM
4PM - 6PM
Be sure to try each of your leads at least once,
preferably twice during each of these windows.
DAY 4
Don’t leave voicemails on day 4, just dial.
Internet Lead Response - Best Practices
Back to work! On day four, you need to make at least
4 attempts to reach your lead and the times that are
proven to be the best times to connect.
• Call Twice
between 8am –
11am
• Call twice
between 4pm –
6pm
Hello again!
I just wanted to let you know I am still available to fill
you in on some more details of the home you asked
about a few days ago. If you are still interested,
please give me a call, or simply hit "reply" to this
email and let me know when would be a good time to
connect.
DAY 5
Content of Email:
Internet Lead Response - Best Practices
If you signed your lead up via the LeadRouter
action plan, we will send an email out on your
behalf today reminding the lead we are trying to
make contact.
• Send follow-up
Email
DAY 6
Remaining top-of-mind with buyers who
are in the early stages is important so that
they find it easy to reach out to you when
they are ready to make a connection with
an agent.
Internet Lead Response - Best Practices
If you have not made contact with your
lead by Day six, we recommend that you
put them on the “Rand Buyer Sequence”
incubating action plan on LeadRouter or
some other method of incubation.
• Add to
Leadrouter
Action Plan
Internet Lead Response - Best Practices
Below is an overview of the Established Best Practices
for contacting internet leads for Rand Realty
Day 1
Accept lead and
call immediately.
Day 2
Call between 8AM
and 10AM
Call 3-4 times in
first hour
If no contact leave
voicemail with no
callback number,
just reference your
email
DO NOT leave a
voicemail
Send Lead follow
up email with your
phone number
Day 3
Rest
Day 4
Make two call
attempts between
8AM and 11AM
Make two call
attempts between
4PM and 6PM
Day 5
Send another
email letting
prospect know
your are trying to
make contact.
Make 2 call
attempts between
4PM and 6PM
Day 6
Add Lead to the
LeadRouter Action
Plan of your
choice to maintain
contact.