- Nov 1, 2026
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- Brad
I'm curious how other stores handle leads that come in after the showroom closes. Some teams I talk to have a BDC rep checking from home, some send an auto-reply, and some call back the next morning.
A few things I keep seeing:
- The first useful reply matters more than the first reply. An auto-reply that only says "we got your request" rarely starts a conversation.
- Texting needs to be set up correctly. Carriers expect business texting to be registered (10DLC), and unregistered messages can get filtered.
- Some shoppers answer email or WhatsApp faster than a text, so one channel isn't always enough.
- The handoff is where leads slip. If the night reply sets an appointment, the morning team needs to see it in the CRM before they call.
What's working at your store? Do you staff nights, use a tool, or wait until morning?
A few things I keep seeing:
- The first useful reply matters more than the first reply. An auto-reply that only says "we got your request" rarely starts a conversation.
- Texting needs to be set up correctly. Carriers expect business texting to be registered (10DLC), and unregistered messages can get filtered.
- Some shoppers answer email or WhatsApp faster than a text, so one channel isn't always enough.
- The handoff is where leads slip. If the night reply sets an appointment, the morning team needs to see it in the CRM before they call.
What's working at your store? Do you staff nights, use a tool, or wait until morning?
