Why it’s important to respond to requests in a timely fashion

Running a machinery business can be tough. Checking the machine functionality, compiling  inventory, organizing auctions, marketing, pricings and evaluations… the list goes on. However, all that effort to build your brand and inventory can sometimes go to waste if you're not successfully monitoring queries from potential buyers.

At the end of the day, hosting your machines online is the same as having a virtual market stall or shop. You wouldn’t open the shop, put all the machines on display and have a sale just to ignore someone that came by and asked a question about the price or specifications.

We’ve compiled some basic tips and tricks for you to maximize your time and make your online listings a little easier to manage.

1. Create a routine

If you leave those leads unattended for too long, you risk the interested buyer looking elsewhere for a similar product. Usually, the user would expect a response within 24 to 48 hours of sending a request.

That’s why we recommend scheduling a specific time frame each day to check your emails and respond to any urgent queries. It doesn’t have to take up your whole week - start with setting aside just 20 minutes at the start or end of your day to stay on top of it.

2. Create response templates

Are you getting frustrated because you feel like you are answering the same questions all the time? Can you lower the price? Can you give me more info on the specs? Do you deliver to XYZ?

It’s a much quicker method to create some response ‘templates’ that you can cut and paste into your replies. This way, you only spend time quickly personalising each message, rather than rewriting the entire message again, over and over.

Also, it’s worth considering if you are getting the same messages constantly about the condition or specs of the machine, it might save you time to upload some more detailed information or better photos. This increases the quality of your leads. If you haven’t already, see our tips on How To Take a Great Machine Photo.

3. Stay motivated: every response reflects on your brand/store

It’s easy to forget and dismiss a few emails if you are time-poor and not think too much of it. But this is short-sighted, and may cause you to miss a sale.

But it’s not just that one sale you might have missed. Try to think about the bigger picture: your brand/store/auction house is intrinsically connected with your listings, and poor customer service reflects poorly on any business.

Leaving potential leads waiting without a response will not do your brand any favours - in fact, it’s something that usually reflects very badly, and discourages repeat business.

Of course, the internet is full of ‘choosing beggars’ who send ridiculous requests and this can be demotivating for sellers. If you haven’t ever heard of choosing beggars, head to this subreddit for a cheeky laugh.

No one is saying you have to entertain these trolls or their crazy requests, however it’s a good general rule to take the high road, and aim for timely, courteous and helpful responses.

Good customer service like this will have a positive effect on every user you connect with, and consequently, will positively affect your brand image online. This rings true for every industry, and machinery sales are no exception.