Building a Better New Enquiry Workflow.
A clear enquiry workflow helps make sure new leads are recorded, assigned and followed up without unnecessary delay.
New enquiries can come from property portals, your website, social media, phone calls or email.
Whatever the source, the workflow should be simple and consistent.
Start with the enquiry.
As soon as it arrives, record:
Contact name
Mobile
Email
Property or service enquired about
Lead source
Date and time
Agent responsible
If the contact already exists, update the existing record rather than creating a duplicate.
Assign the lead.
The enquiry should be allocated to the right person as quickly as possible.
The CRM can help by:
Assigning the lead
Notifying the agent
Creating a first-contact task
Setting a response timeframe
The important thing is that ownership is clear.
Make first contact.
The agent should respond while the enquiry is still fresh.
If contact is made, record:
What they need
Level of interest
Timing
Any buyer or seller requirements
What happens next
If there is no answer, record the attempt and set the next action.
Add follow-up.
A new enquiry should not stop after the first response.
The next step might be:
Book an inspection
Arrange an appraisal
Send property information
Update buyer requirements
Call again tomorrow
Follow up after the open home
Workflow by enquiry type.
Property enquiry
Enquiry received → Match or create contact → Link property → Assign agent → Contact buyer → Qualify requirements → Record outcome → Set next action
Appraisal enquiry
Enquiry received → Match or create contact → Link property → Assign agent → Contact owner → Confirm timing → Book appraisal → Create preparation tasks → Set follow-up
General website enquiry
Enquiry received → Match or create contact → Identify what they need → Assign the right person → Respond → Record outcome → Set next action
Social media enquiry
Enquiry received → Capture contact details → Record source → Identify property or service of interest → Assign agent → Contact → Update CRM → Set next action
Phone enquiry
Call received → Find or create contact → Record reason for call → Link property if relevant → Assign follow-up if needed → Record outcome
Open home enquiry
Registration received → Match or create contact → Link inspected property → Record feedback → Update buyer requirements → Identify seller opportunity if relevant → Set next action
Use internal notifications carefully.
Notifications are useful when they help someone act.
For example:
New appraisal enquiry received → Assign agent → Notify agent → Create call task
Avoid sending unnecessary alerts to the whole team.
Keep the workflow simple.
A practical new enquiry workflow might be:
Enquiry received → Contact matched or created → Lead source recorded → Agent assigned → Agent notified → First contact → Outcome recorded → Next action set
Review missed enquiries.
From time to time, check for:
Enquiries with no owner
Enquiries with no first contact
Overdue follow-up
Duplicate records
Enquiries with no outcome
Leads sitting open with no next action
A good workflow should make it difficult for a genuine enquiry to disappear without anyone noticing.