How to Win More Instructions with Instant Replies (Even After Hours)

In the UK property game, speed matters. When a potential seller (vendor) reaches out for a valuation or information, the estate agent who responds first is often the one who wins the instruction. Homeowners today expect quick answers – they won’t wait days for a call-back. If someone contacts your agency at 9 PM and doesn’t hear back promptly, there’s a good chance they’ll move on to the next agent. In this post, we’ll explore how instant, 24/7 replies can help your estate agency secure more instructions, even after your office lights are off.

Speed is the Key to Securing New Vendors

Being the first to respond to a vendor lead gives you a huge advantage. Studies have shown that 78% of customers choose the first business that responds to them. It makes sense – a fast reply shows you’re attentive and eager to help. In fact, responding to a new enquiry within minutes (rather than hours) can massively boost your chances of converting that lead into a signed instruction. One industry analysis found that waiting even 10 minutes can drop your chance of making contact with a lead by a factor of five, and after 30 minutes your odds plummet dramatically. The takeaway for estate agents is clear: if you snooze, you lose. A quick initial reply (even if it’s just to acknowledge the enquiry and ask a few questions) can be the difference between winning a listing or seeing the client go to a competitor.

• First impressions count: A speedy response impresses vendors and sets the tone for your service – it tells them you’re proactive and reliable.

• Higher conversion rates: Contacting leads in the first few minutes greatly increases the likelihood of securing an appointment or valuation.

• Beat the competition: By the time other agents finally reply, you’ve already engaged the client and shown your value.
  
  

After-Hours Enquiries: Don’t Let Competitors Steal a March

The reality of today’s market is that people don’t just inquire during business hours. Many homeowners send out valuation requests in the evenings or on weekends when they have time to think about moving. In fact, about 40% of property enquiries now happen outside the traditional 9–5 window. What happens if a potential seller messages your agency at 8 PM? If you wait until the next morning to reply, you may already be too late. As one industry source put it, missing an after-hours call or enquiry can be the difference “between securing that instruction or losing it to a competitor who answered when you didn’t”.

Being available to respond instantly after hours means you capture sellers at the peak of their interest. Maybe they’ve just seen an online valuation tool or a property report at 10 PM and decide to reach out – with an instant reply, you’ve engaged them while your competitors’ offices are closed. An AI assistant like Nesti ensures you’re always the first to answer, even at 10 PM on a Friday or 7 AM on a Sunday. No lead goes cold or gets picked up by someone else simply because it’s after hours. Given that nearly 44% of leads come in outside of standard office hours, having 24/7 coverage isn’t just nice – it’s now essential.

Build Trust with Instant, Helpful Replies

Beyond just speed, the quality of your response matters for winning instructions. A fast reply that actually addresses the vendor’s needs will build trust from the get-go. For example, if a seller inquires through your website or WhatsApp asking about a valuation, an instant reply can: confirm you’d love to help, provide a bit of useful info (like a recent sale in their area), and invite them to schedule a valuation. This kind of quick engagement reassures the vendor that your agency is on the ball.

Instant replies also create a personal connection at times when vendors might expect to get voicemail or an automated email. Instead, they’re greeted by a friendly assistant that can answer basic questions and show empathy for their situation. This gives them confidence that your agency will be responsive throughout the selling process. Remember, selling a home is often an emotional decision; vendors want an agent who is available and communicative. By replying instantly, you show you’re going to be there for them. As a result, they feel more comfortable instructing you as their agent.

Consider these benefits of an always-on, instant response:

• Clients feel valued: When a seller’s late-night message is answered immediately, they feel like a priority, not an afterthought.

• No waiting, less worry: Vendors aren’t left wondering if you received their enquiry – they get reassurance right away.

• Professionalism: It signals that your agency has efficient systems and excellent customer service. You’re not just catching up; you’re ahead of the curve.
  
  

All of this builds goodwill and trust, making the client more likely to choose you when deciding which agent to instruct.

Winning Instructions While You Sleep (How Nesti Helps)

So, how can you realistically respond to every lead instantly, even at midnight? That’s where Nesti comes in. Nesti is a 24/7 AI assistant designed for UK estate agents that acts like an always-on team member. It can handle enquiries from your website chat, WhatsApp, or even phone calls at any hour. In practice, it’s like having an enthusiastic negotiator working round-the-clock, except you don’t have to pay someone to work overnight shifts.

What does Nesti do after hours? If a vendor contacts you, Nesti will greet them in a friendly, professional manner (just as a top negotiator would). It can gather key details about the property and the seller’s situation – for instance, how soon they want to sell, their property address and type, and whether they need a valuation booking. Nesti’s Vendor AI assistant is programmed to “capture key property details, understand the seller’s motivations, and even handle appraisal/valuation requests”nesti.io. In other words, it qualifies the lead for you on the spot. By the time you check in, you’ll have all the information in your CRM, and perhaps even a valuation appointment penciled in.

Crucially, Nesti ensures you are always the first responder. It’s “available 24/7” across your website, video portals, WhatsApp, and even voice calls nesti.io. That means whether a lead comes from a Rightmove portal enquiry at 11 PM or a WhatsApp message from your website at 6 AM, Nesti answers immediately. Your agency is effectively never closed. As Nesti’s own motto says, it lets you “engage & support leads whilst your competitors sleep”nesti.io. Every enquiry gets a prompt, helpful reply and guidance to the next step.

Imagine waking up in the morning to find that three new valuation appointments are already scheduled on your calendar, all thanks to your AI assistant working overnight. You didn’t miss a single opportunity, and those homeowners are impressed that your agency was on-the-ball and responsive at all hours. This is how instant replies translate into real instructions won.

In summary, speed and responsiveness are critical for winning new instructions in estate agency. With Nesti handling instant replies around the clock, you ensure every potential vendor gets the attention they need, exactly when they need it. The agent who responds first with helpful info often wins the client – and with Nesti, that agent will be you.