Oldest first, always. Any other sort order is a way of leaving the awkward ones to go cold.
14myour median
27mbranch
92%under 1h
Your response times
Under 15 minutes31 of 58 enquiries53%
15 to 60 minutes23 of 58 enquiries40%
Over an hour4 of 58 enquiries7%
What it converts to
Replies inside 15 minutes convert at 44%
Against 19% for replies after an hour, on 340 enquiries this quarter.
Which is the whole argument for working the queue oldest-first rather than easiest-first.
19open
2over 1h
4agents
Needs attention
31 Cavell StreetUnassigned · 74 min
5 Harrowgate LaneRhea V. · on leave · 68 min
By agent
Rhea VandalOn leave · 3 in queue
Jonah Frayne7 open · median 14 minHealthy
Karin Prost5 open · median 21 minHealthy
Otto Lindqvist4 open · median 38 minSlow
An enquiry sitting in the queue of somebody on leave is the most avoidable lost enquiry there is, so it is flagged rather than waiting for them to come back.
Rules
Northgate lettings→ Jonah Frayne
Selby lettings→ Karin Prost
All sales→ Rhea Vandal
Anything unmatched→ branch queue
Cover
Rhea VandalOn leave to 8 Sep · cover JonahActive
Breach warningAlert at 45 minutes unansweredOn
Where enquiries come from
Portal A118 this month54%
Portal B61 this month28%
Direct, our app40 this month18%
Direct enquiries are the ones with no per-lead fee attached. Watching that share grow is the point of owning the app.
14enquiries
11mmedian reply
6viewings
Your properties
14 Marlow Court9 enquiries · median 8 min4 viewings
22 Selby Walk5 enquiries · median 19 min2 viewings
22 Selby Walk
Five enquiries, two viewings
Median reply 19 minutes. Branch median is 27. Three enquiries did not convert to a viewing.
You can see how your property is being handled without asking, which is the point.
ENQ-8841
Ines Duarte14 Ashgrove CourtNew
Came in11 minutes ago, website11 min
AskedIs it still available and can I view Saturday
Assigned toYou
Reply within15 minutes to hit target4 min left
What we know
Seen beforeNo, first enquiryNew
Other properties viewedNone
MortgageNot asked yetAsk
ChainNot asked yetAsk
Replying within fifteen minutes roughly doubles the chance of a viewing. It is the single strongest number in this business and it is the only reason this queue is ordered by age.
How to reply
CallBest, if it is a sensible hour
TextSecond best, gets read
EmailSlowest, most used
Answer the question first and ask yours second. An agent who replies to "is it available" with a request for a phone number loses about a third of them.
Five questions
Are you in a chain
Mortgage in principle
BudgetRoughly is fine
When do you need to move
Anything you have already ruled out
Asked on the call rather than in the first email. Five questions in a reply to a website enquiry reads as an application form and gets no answer.
Saturday
14 Ashgrove CourtSaturday 13 September
10:00Free
11:00Free
12:00Free
SellerPrefers not to be thereNoted
The seller would rather not be in. That is on the booking screen because a seller hovering in their own kitchen is the commonest reason a good viewing goes flat.
11 minmedian
68%within 15
4over an hour
Today
Under 15 minutes28 of 4168%
15 to 60 minutes9
Over an hour44
Never replied0None
Sixty-eight per cent against a target of ninety. The four over an hour all arrived between twelve and two, which is a lunch cover problem rather than an effort one.
Every weekday
12:00 to 14:009 enquiries a day22% of them
Median response then54 minutesWorst
Rest of the day8 minutesFine
Agents on1 of 4The cause
Nine enquiries an hour arrive while one person is covering four desks. Staggering lunch costs nothing and is worth more than any advertising this branch buys.
Enquiries by source
Portal A184 this month$1,200
Portal B96$800
Our website62Free
Walk in22Free
Recommendation18Free
Which become viewings
Recommendation14 of 1878%
Our website31 of 6250%
Walk in9 of 2241%
Portal A48 of 18426%
Portal B18 of 9619%
Portal B costs $800 a month for eighteen viewings. The free sources convert two to four times better, and the budget is allocated by volume.
Waiting on us
Viewed, no decision11 peopleCall
Enquired, no viewing18Call
Offered, not accepted3Call
Last contact over 14 days9Overdue
Nine people have heard nothing for a fortnight. Most of them have not bought anything else yet, and a call now costs nothing and is welcome more often than agents expect.
Weekly update
14 Ashgrove Court4 viewings, no offers
What people saidSecond bedroom, three timesPattern
Priced at$248,000
Similar sold$232,000 and $238,000Below
Our adviceReduce to $239,000Say it
Three people said the same thing about the second bedroom. Passing that on is the job, and an agent who softens it to keep the instruction wastes the seller a month.
Thursday
8 Selby RowBooked Thursday 14:00
OwnerConsidering selling
Similar sold3 in six months
Our fee1.2%, no tie-in
BringComparables and a written figureBoth
Turn up with a written figure and the three comparables it came from. Agents who over-value to win an instruction get the instruction and a price reduction six weeks later.
Live
14 Ashgrove CourtSince 4 August5 weeks
Fee1.2%, no tie-in
Viewings4
OffersNoneNone
Reviewed weeklyEvery Friday
No tie-in period. A seller who wants to leave can leave, which means this agency has to keep earning it every week rather than once at the valuation.
Tuesday
Enquiries41
Median response11 minutesTarget 15
Viewings booked14
Viewings held9
Offers1
Response time and conversion
Aoife Brennan6 min, 41% to viewingBest
Karim Haddad9 min, 34%
Rowan Lynch14 min, 28%
Nuria Espinosa31 min, 19%Slowest
The two columns rank the four people identically. Nothing else about how they work predicts conversion as well as how fast they pick up the phone.
When nobody is in
After 18:0018 enquiries a day31%
Answered same evening211%
Answered next morning16
Median wait13 hoursSlow
Weekend24 enquiries, none answered until MondayWorse
Nearly a third arrive after six and a quarter of a week arrives at the weekend. One person on a rota covering evenings would answer more enquiries than the portal that costs $800 a month.
Routing rules
By propertyWhoever listed itDefault
If they are outNext available, immediately
Nobody availableBranch queue, not a person
After 15 minutes unclaimedAlerts the managerEscalates
NeverSits in an inboxNever
The last row is the rule. An enquiry never waits for a specific person to come back, because the fifteen minutes that matter are gone by then.