A directory enquiry is the beginning of a conversation. A useful response shows that you understood the request, explains whether you can help and makes the next step easy without pressuring the buyer.
Capture a brief, not a sales script
Record preferred locations, approximate budget, property type, timing and the service requested. Ask only for information needed at this stage and explain how it will be used. If you work outside the requested area or cannot take the engagement, say so promptly instead of stretching your coverage claims.
Respond with something relevant
Acknowledge the specific suburb or service mentioned. Offer a short consultation with an outline of what you will discuss and what the buyer should prepare. Do not promise stock, finance approval or savings before researching the brief. A clear explanation of your process is more useful than a generic claim to be the best.
Practical rule: record the evidence behind each option before you compare it. A consistent written process makes the final decision easier to explain and revisit.
Agree on follow-up
Ask how and when the buyer prefers to hear from you. Keep a record of permission and the next agreed action. Avoid adding every enquiry to a newsletter automatically. When someone declines or chooses another agency, update the record so your team does not continue contacting them unnecessarily.
Measure the whole path
Track enquiries received, suitable enquiries, consultations booked and consultations attended using consistent definitions. Record common reasons for a poor fit, such as area, budget or timing. Review patterns in aggregate and adjust the profile or response process, rather than judging success by raw contact volume alone.
Your practical checklist
- ✓Acknowledge the actual brief.
- ✓Offer a clear consultation agenda.
- ✓Record consent and agreed next steps.
What to record before you decide
| Decision point | What to keep |
|---|---|
| Capture a brief, not a sales script | Record the facts, documents and questions relevant to this step before moving on. |
| Respond with something relevant | Record the facts, documents and questions relevant to this step before moving on. |
| Agree on follow-up | Record the facts, documents and questions relevant to this step before moving on. |
| Measure the whole path | Record the facts, documents and questions relevant to this step before moving on. |
Frequently asked question
Should you reply with a fee straight away?
Explain how you quote and provide enough information to avoid wasted time. Confirm the full scope and terms in writing before engagement.
Sources and further reading
