Pre-qualify potential tenants and buyers

If you manage an estate agency, you know how much time can be lost chasing leads that go nowhere. I specialise in making sure every call from a potential tenant or buyer is handled in a way that helps you focus on the most promising enquiries. By qualifying callers right from the start, I help you streamline your follow-up process and spend less time on those who aren’t ready to move forward. 😊

In property sales and lettings, it’s common to receive calls from people at all stages of their search, some are just gathering information, while others are ready to take action. If you treat every enquiry the same, you risk wasting valuable time and energy on conversations that won’t lead anywhere. That’s why, during every inbound call, I make it a priority to clarify what the caller needs before passing their details to your team.

Whenever someone calls your agency about renting or buying, I use a simple but effective process to find out what they’re looking for. By asking a handful of focused questions, I can quickly determine whether they want to book a viewing, get more details about a property, or are just exploring their options. Rather than following a rigid script, I adapt my questions to fit the caller’s situation and make sure I collect the key information you’ll need.

Here’s how I usually handle these calls:

By gathering these details during the first call, I provide you with a clear summary for your records or CRM. This means you don’t have to go over the same questions again and can move straight to what matters when you follow up.

With experience, I’ve learned to pick up on clues that show whether someone is genuinely interested or just having a look around. For example, callers who ask about immediate availability or required documentation tend to be further along in their search, while more general questions usually come from those in the early stages. This lets you prioritise your callbacks, avoid unnecessary appointments, and give focused attention to those who are truly ready to move forward. This method works well for both tenants and buyers, and is particularly valuable in the real estate sector.

From the caller’s perspective, my approach keeps things friendly and straightforward. I always confirm their requirements to make sure I’ve understood (“So, just to confirm: you’re looking for a two-bedroom flat in the city centre, with a budget around £900?”), and I explain what happens next (“One of our team will contact you soon with the information you need”). This helps callers feel listened to and respected right from the first interaction.

If you’re interested in how I help you cut out unnecessary calls with prequalification or want to know what happens after hours, you might also find my after-hours call handling solution helpful.