AE Response Times
Last updated: February 17, 2021
If you’re out sick or on vacation
Please refer to this help page for OOO protocol.
Response Times for incoming emails, demos, calls:
The goal is always immediate initial outreach. Most of this is obvious to many of you, but I’ve outlined it anyway to be doubly sure. If you can respond within 10 minutes (even to schedule something for tomorrow), immediate response is always the goal for any inbound communication. The size of the lead trumps importance, but if you are contacted by three identically sized leads at the exact same time, this is the rank:
- Missed inbound Calls/Voicemails: They took the time to call you. Call right now.
- Demo Requests: They’re asking to see the software! Get pumped!
- If they’re obviously big, call them immediately to roll in or schedule the demo
- If they’re small or of unknown size, call them immediately to determine size and to qualify the lead.
- Inbound Email Responses: Just because they’re 3rd doesn’t mean they’re not as important. Get back to these people ASAP (but inbound phone calls and demo requests of equal size come first).
- If you get an inbound email from a Primo account, this email jumps the line. Get back to them immediately. (Ex. call this inbound email response from the primo mondo ripper before you call the startup kayak company demo request).
During the week (M-F):
- Respond within 4 hours to all incoming communication (phone or email).
Respond to all communication before you leave at the end of the day.
- Ex. If an email comes in at 4:30pm, button it up before you shut down.
- Essentially, clear your tasks for the day before you leave.