Lead follow-up script for property callers

A lead comes in from a portal at nine at night. The caller sees it the next afternoon, calls once, gets no answer and moves on to the fresh leads of the day. A week later the same buyer books a flat through another broker. The lead was paid for, and it was called once.

A lead like this is not lost on the call. It is lost between calls: the second call that nobody made, the "call me after two days" that nobody wrote down, the evening after a site visit when nobody followed up. A script fixes what is said. A call sheet fixes when it is said, and by whom.

The call sheet: one row per lead

Property lead follow-up script: the first call

Call the same day, and the same hour if you can. Keep it short and end with a date.

1. Say who you are and why you are calling. "Hello, this is Simran from (firm). You asked about a 3 BHK near the metro on (source). Is this a good time for two minutes?"
2. Ask three questions, not ten. For yourself or as an investment? Which area works? By when do you want to move?
3. Promise one small thing. "I will send you two options that fit on WhatsApp now."
4. Fix the next call before you hang up. "When can I call you to hear what you think?" Write that date in "Next follow-up" before you dial the next lead.

After no answer

Do not wait for the buyer to call back. Send one WhatsApp line at once: "Hello, this is Simran from (firm). I called about the 3 BHK you asked for. When is a good time to call you?" Call again the next day at a different hour. Write each attempt in "Calls made".

Decide as a team how many tries a lead gets before it is closed, and write the rule on the wall. Whatever the number, every try has a date in the sheet.

Before and after the site visit

• The evening before: a reminder with the time, the location pin and the name of the person who will meet the buyer at the gate.
• The same evening after the visit: thank the buyer, name what they liked, send the payment plan or the floor plan they asked about, and fix the next call for the next day.

The visit is where the buyer is warmest. A follow-up three days later reaches a buyer who has seen two other projects since.

When the buyer says "call me later"

"Later" is not a date. Ask for one: "Shall I call you on Saturday at eleven?" Then write Saturday in the sheet. The call sheet in the Excel file turns a row red the morning after a follow-up date is missed, so the team leader sees it before the buyer forgets you.

How the team leader reads the sheet

• Every morning: each caller filters by their own name and calls the red rows first, then the amber ones.
• Every evening: count the red rows by caller. A caller with many red rows has too many leads, or too few calls.
• Every week: count site visits and bookings by source and by caller. That is where the next month's lead budget should go.

Sheet or system?

A shared sheet is enough for two or three callers who update it after every call. It builds the habit that brings bookings: every lead has one caller and a next date.

The sheet starts to fail with five or more callers, when leads come from several portals and ads at once, and when nobody can see the missed follow-ups until the end of the day. At that stage we set up a Property Lead Desk on your own leads, in which each lead goes to one caller with the first call due at once, the outcome and next date are saved in two taps, and missed follow-ups go to the owner. You can try the live demo without signing up.

For enquiries in other trades, the follow-up routine for enquiries that go cold uses the same idea.