Responding to Free Leads: Best Practices for Quick Conversion
Quick Answer
Respond to free leads within 2 hours, provide immediate value in your first response, and move quickly from platform messaging to phone conversations. Speed and personalization are critical – the first professional to establish meaningful contact usually wins the client.
Overview
Free leads aren't exclusive to you – visitors can contact multiple professionals simultaneously. Your response speed, quality, and follow-up strategy determine whether you convert browsers into clients. These best practices, based on industry data and Heritage Web success stories, will help you maximize conversion rates.
The Critical First 2 Hours
Why Speed Matters
78% of clients hire the first professional who responds meaningfully
Response within 5 minutes = 100x more likely to convert
Response after 24 hours = 90% less likely to convert
Visitors often contact 3-5 professionals simultaneously
Setting Up for Quick Response
Enable instant notifications
Configure email alerts in listing settings
Check email on mobile device
Set up email push notifications
Create response templates
Prepare 3-5 common responses
Customize for different inquiry types
Keep them personal, not robotic
Designate response times
Check My Inbox at set intervals
Morning, lunch, end of day minimum
More frequently during business hours
Crafting Your First Response
The Perfect First Message Structure
Opening (Acknowledge quickly): "Hi [Name], thank you for reaching out about [specific issue mentioned]."
Value Statement (Show expertise): "I help clients with [their specific situation] regularly and understand how [acknowledge their concern/urgency]."
Immediate Next Step (Create momentum): "I have availability for a brief call this afternoon at 2 PM or 4 PM. Which works better for you?"
Contact Information (Make it easy): "Feel free to call me directly at [phone] or reply here. I typically respond within an hour during business hours."
Professional Signature: [Your name] [Title/Credentials] [Direct phone] [Office hours]
Response Tips by Inquiry Type
Urgent Needs:
Acknowledge urgency immediately
Provide direct phone number
Offer same-day consultation
Show availability clearly
Information Seekers:
Answer their specific question
Provide additional helpful resources
Invite follow-up questions
Soft pitch for services
Price Shoppers:
Address value before price
Explain what's included
Differentiate your service
Offer consultation to discuss needs
Moving from Message to Client
Step 1: Establish Voice Contact
Suggest phone call in first response
Provide specific time options
Include direct phone number
Follow up if they don't respond
Step 2: Build Trust Quickly
Reference their specific situation
Share relevant experience
Mention similar successful cases
Use their language/terminology
Step 3: Create Urgency
Mention limited availability
Explain benefits of quick action
Share time-sensitive opportunities
Note upcoming schedule constraints
Step 4: Secure Commitment
Schedule specific consultation time
Send calendar invitation
Confirm contact information
Set clear expectations
Follow-Up Strategy
The 3-Touch System
Touch 1 (Within 2 hours):
Initial response via My Inbox
Provide value and availability
Touch 2 (Within 24 hours):
Follow-up if no response
Try different contact method
Email or call directly
Touch 3 (Within 72 hours):
Final follow-up
Leave door open
Provide ongoing value
Sample Follow-Up Message
"Hi [Name], I wanted to follow up on your inquiry about [specific issue]. I understand these decisions take time. I'm here when you're ready to discuss your options. In the meantime, here's a resource that might help: [relevant information]. Feel free to reach out anytime."
Optimizing for Conversion
Track Your Metrics
Monitor these key indicators:
Response time average
Message-to-phone conversion rate
Phone-to-appointment rate
Appointment-to-client rate
Overall free lead ROI
Test and Improve
A/B test response templates
Try different call-to-actions
Vary response timing
Track what works best
Adjust based on results
Important Notes
Free leads haven't been vetted or qualified
Quality varies significantly
Same person might contact many professionals
No exclusivity or protection
Speed often beats perfection in responses
FAQs
Should I always respond through My Inbox first? No. If they provided a phone number and the matter is urgent, calling immediately often works better than messaging.
How do I handle after-hours inquiries? Set up an automatic email response (outside Heritage Web) acknowledging receipt and stating when you'll respond. Then follow up first thing in the morning.
What if they don't respond to my first message? Follow up within 24 hours using a different method. They may have contacted multiple professionals and gone with whoever reached them first.
Should I mention my fees in the first response? Generally no, unless they specifically asked. Focus on value and building rapport first. Discuss fees once you understand their needs.
How can I stand out from other professionals they've contacted? Respond fastest, be most specific to their needs, offer immediate value, and make next steps crystal clear.
Next Steps
Create 3-5 response templates for common inquiries
Set up mobile email alerts for instant notification
Track your current response times
Practice the 3-touch follow-up system
Monitor which approaches generate the best conversion rates