Question about responding to email inquiries.

I have a standard email that I use when replying to email inquiries, and I always make sure I personalize it and answer any questions they asked, but I still think that my emails sounds canned or insincere.

What do you say to email inquirers who contact your property?

Suggestions greatly appreciated!

Thanks,

Rose

If you think your email sounds canned, it probably does . It's hard to make follow up emails not sound scripted, but for me the trick is always to remember and reference as much give information within the initial email as I can. For instance if they say they have a 40 pound dog, then I talk about why the community is perfect for pets. People who bring up their pets in the initial email are big fans of anyone who likes their animals.

Rose, when this issue first came up for me, I attempted (several times) to develop a series of applicable reply emails that were essentially formatted responses. The result - the same issue you're dealing with. Nothing sounded authentic.
So I decided to scrap it all and figured I could justify the time to respond individually, with a clean page, to each and every one. I decided it was no different than a phone call and well worth the time. While I do still get the "Seriously?" response from people at work (which you may be giving me now... ) it has proved to work, at least for me.

Tara, I agree, individual responses are a great idea. But sometimes my mind is a complete blank, so I'm just trying to 'borrow' the ideas of those more successful than I.

granted, i'm posting this, so it's not going to be a secret anymore... but when i draw the affected blank... i may or may not grab a cup of coffee, scroll thru old emails, and borrow from success stories past. given your other postings, i don't think you lack in the customer service end.

I usually do well in person or on the phone but it’s hard for me to be sincere in an email without sounding pretentious.

Some people have a way with words. I usually just get tongue tied and end up sounding cryptic. So I'm just looking for any 'magic bullet' I can find.

rose - what about using skype? or just plan video email? i think it would be a neat touch, allow them to respond to you on the spot (potentially, given the format you choose) and would be something not many others are doing...?

I recently leased to someone out of state who basically wanted to do the whole thing via e-mail. I created a "tour" with Microsoft Word. It contains everything that I would say if they were touring in person. Because I wrote it like I was talking to someone, it comes across more personable than a plain e-mail response. Now that I have a base,I can add, subtract or adjust to the "tour" depending on the needs of each prospect.

Wow, just when I start to think I work hard, you guys come along and blow me away! Great ideas, but we don't have skype or a video camera. I'm not sure I have the time to devote to large projects. For now I just want to figure out a nicely yet appropriately worded email that is better than the one I am currently using.

I am a fan of templates, but I am also a fan of personalizing them. Not everyone are good at spelling/grammar and in order to avoid the unprofessional email.

You can create templates that are nice, simple with plenty of room to personalize the message. It saves time (especially at big busy properties like mine where sometimes you don't have time for a bathroom break), more articulate and has all the benchmarks that we try to go for and know works!

Don't be tempted by the template - always take the personal approach. On top of that and most important of all - respond quickly exercising brevity and clarity. It's an attention economy and remember you are likely not the only community your prospect emailed.

:cheer: Great idea to use when contacting prospects out of town. How is this done? I am sure that others will benefit from this info.

Mike - you really think that templates aren't the way to go? I think the time savings, particularly at larger properties, makes it essential. I am not saying not to personalize the template to respond to any specific questions that the prospect has mentioned, but that the form you use to start should be a template that includes the basic information...

So can anyone share with me the template they use so I can create one for my property?

I sure would appreciate it!

Thanks,

Rose
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