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We always text first which has about a 95% response rate compared to the abysmal response rates I hear about from stores that call first. And that conversion is even with just an initial opt-in message. They usually opt in within minutes if not seconds.We then have an 85-90% response rate to our first actual point of contact. We have a hard fast rule to respond to leads within 15 minutes, but we respond to about 80% of leads within minutes. All of our managers get a notification any time a new lead comes in, including myself and we will respond if the salesperson that receives the lead is with another guest. I believe these three things go together to keep the conversion rates high.After we get the opt-in, if the guest doesn't reply to our first point of contact within 15 minutes, we text them again. If they still don't respond within 30 minutes, then we call. We make sure to tell them in our voicemail (when they invariably don't answer) that if they prefer text to respond to our opt-in or we will call again in a few hours. Often the people who don't opt-in within the first 30 minutes will immediately opt-in after the VM.We respond to internet leads with a text message until 9 p.m. seven days a week. We do not have any response after 9 p.m., but respond within 15 minutes of opening on the next business day. Most of our sales staff gets here about 30 minutes before we open, but I think 8 a.m. is just a bit early in the morning to message people, so I have them wait until after 8:30.
We always text first which has about a 95% response rate compared to the abysmal response rates I hear about from stores that call first. And that conversion is even with just an initial opt-in message. They usually opt in within minutes if not seconds.
We then have an 85-90% response rate to our first actual point of contact. We have a hard fast rule to respond to leads within 15 minutes, but we respond to about 80% of leads within minutes. All of our managers get a notification any time a new lead comes in, including myself and we will respond if the salesperson that receives the lead is with another guest. I believe these three things go together to keep the conversion rates high.
After we get the opt-in, if the guest doesn't reply to our first point of contact within 15 minutes, we text them again. If they still don't respond within 30 minutes, then we call. We make sure to tell them in our voicemail (when they invariably don't answer) that if they prefer text to respond to our opt-in or we will call again in a few hours. Often the people who don't opt-in within the first 30 minutes will immediately opt-in after the VM.
We respond to internet leads with a text message until 9 p.m. seven days a week. We do not have any response after 9 p.m., but respond within 15 minutes of opening on the next business day. Most of our sales staff gets here about 30 minutes before we open, but I think 8 a.m. is just a bit early in the morning to message people, so I have them wait until after 8:30.
