Should you call or email a new lead first?
Reply on the channel the person used, unless they asked for a different one. A form or email inquiry gets an email first; a missed call gets a call back. If they left a phone number and the job needs a conversation, a quick call can help, followed by a short email so they have it in writing. Call or text only with the person's consent, and record every attempt you make.
Match their channel, and when a call helps
Reply on the same channel the person used. If they said "email me" or "please call", do that instead; a stated preference usually beats any rule of thumb.
A call usually helps when the job needs a few questions answered before you can quote, when the problem sounds urgent, or when an email thread is going nowhere, as long as they gave a number and you call only with the person's consent.
A quick guide by channel
| They got in touch by | Reply first by | Then |
|---|---|---|
| Contact form or email | A call, only with the person's consent, if it would help | |
| Phone call you missed | A call back, with the person's consent | A short email, or a text only with the person's consent |
| Text message | A text reply, only with the person's consent | A call or email if they ask for one |
| Social media message | A reply in the same app | Email or phone if they ask to move |
Calls and texts need consent
Call or text only with the person's consent. A phone number on a form is not always permission to text, so many businesses add a clear box asking whether texts are welcome and only text people who tick it. If you plan to send automated calls or texts, it is wise to check the rules that apply to you first.
Voicemail plus a short email
If a call you make with the person's consent goes unanswered, leave a short voicemail: your name, the business, why you are calling and when you will try again. Then send a short email that says the same thing, so they can reply when it suits them. Calling again and again on the same day often feels like pressure rather than service.
Record every attempt
Note the date, the channel and the result of each attempt: no answer, voicemail left, or spoke. That record stops two people chasing the same lead and shows which channel your customers actually answer. The related answer on following up with leads that go quiet covers how to space later attempts.
Related answers
- How do you write a good first reply to a new inquiry?
- How should you follow up with a lead that goes quiet?
- How fast should a business reply to a new lead?
Lead systems and lead tracking
A lead that waits a day goes cold, and a lead with no source teaches you nothing. Ascent Vision fixes both.