How to Land a Client? Respond Within 5 Minutes

TLDR

• 78% of customers buy from the first business that responds to them

• Responses to inquiries within five minutes are 100 times more likely to connect with a lead than those that respond after 30 minutes.

• You are 21 times more likely to qualify a lead than those that take more than five minutes to reply

At Bennett Creative, we try our hardest to respond to client inquires within 5 minutes, but we get that at times it's impossible.

So you’ve ramped up your social media, your meta ads, and now the inquiries are pouring in, “Hey, I saw your ad on Instagram and have some questions about what you could do for our business” or “Hi, your reel convinced me I need video content for my marketing campaign and would love to talk”.

These are the calls and emails Bennett Creative have gotten quite a lot of lately. But you know what really lands that potential client? Responding within five minutes of the inquiry. A slower response rate and those potential clients can slip through your fingers because chances are, you aren’t the only one they’re looking at.

If you’re not answering inquiries within the first five minutes, you could be losing business to competitors who do. Research shows that rapid response times dramatically increase conversion rates, improve customer trust, and set the tone for a successful client relationship. Hang on, I need to take this call...

Why is it Important to Respond Quickly to Potential Clients?

Studies confirm that responding to leads quickly is clutch in landing a client. According to a Harvard Business Review study, businesses that respond to inquiries within five minutes are 100 times more likely to connect with a lead than those that respond after 30 minutes. Even more astonishing, these businesses are 21 times more likely to qualify a lead than those that take more than five minutes to reply.

We get it, some days are hectic and the inquiry email gets lost in the chaos or it slips your mind to call someone back. But sadly, waiting an hour or more to respond significantly decreases your chances of securing the client. A study by InsideSales.com found that 78% of customers buy from the first business that responds to them—meaning if you’re not first, you may never even get a chance. In industries where client relationships and first impressions are everything, response time is a make-or-break factor.

We produce quite a lot of attorney videos and have found communication to be key. From the initial inquiry to the final draft of a commercial sent over, our goal is to respond quickly.

What’s the Best Way to Land More Clients?

When potential clients reach out for our video production services, or our digital marketing services, they are often in the early decision-making stages. They may be comparing multiple companies, looking for pricing, or trying to understand the process. A quick response shows professionalism, attentiveness, and a commitment to excellent service—all of which are essential when competing for high-value contracts.

Also, many inquiries are time-sensitive. We’ve noticed at Bennett Creative, businesses often reach out because they have an immediate need, whether it's a commercial, event coverage, or promotional content for an upcoming launch. If they don’t hear back quickly, they’ll move on to someone who can meet their deadline. Speed equals opportunity.

Why Do People Expect An Immediate Response?

Modern consumers, or all people in general really, expect instant gratification. We now live in a world of same-day delivery, one-click purchases, and immediate streaming access, waiting for a response feels outdated, and can even seem to induce panic. According to a HubSpot survey, 90% of customers expect an "immediate response" when they have a sales or service inquiry. While “immediate” might mean different things in different industries, in digital marketing and video production, it translates to minutes, not hours.

Fast responses also capitalize on the excitement and momentum of a lead’s initial interest. If they’ve just discovered your work and are reaching out, they are most engaged at that moment. Delaying your reply increases the likelihood that they’ll lose interest, rethink their decision, or connect with a competitor.

Video production and digital marketing are fast-paced businesses and Bennett Creative has become pros at communicating and responding quickly

How can I Ensure Rapid Response Times?

Knowing that speed is critical is one thing, but at Bennett Creative, we’ve implemented a system to ensure quick responses is another. Here are a few strategies we suggest to keep your business on top of those incoming inquiries:

1. Automated Responses with a Personal Touch

The chances of responding within 5 minutes seems impossible on some days. Help yourself out with an automated response. 

While an immediate personal response is obviously ideal, automated email or chatbot replies can bridge the gap until a team member follows up. The key is to make automated responses feel personalized and helpful. A simple message like:

“Thanks for reaching out! We received your inquiry and will get back to you within the next few minutes. In the meantime, check out our recent projects here: [link]. Looking forward to chatting soon!”

This reassures the lead that their message was received and that link keeps them engaged and excited while waiting.

2. Dedicated Inquiry Monitoring

Designate team members to monitor incoming messages during business hours. Whether it’s through a shared inbox, Slack notifications (the Bennett team lives on Slack), or CRM alerts, ensuring that someone is always on hand to respond quickly can make all the difference.

3. Utilize Lead Management Tools

Customer Relationship Management (CRM) software like HubSpot, Salesforce, or Zoho can streamline inquiry tracking and response times. These tools allow you to assign inquiries, automate follow-ups, and analyze response-time metrics.

4. Prioritize Mobile Accessibility

Your team should be able to respond on the go. Make sure inquiry notifications are pushed to mobile devices so someone can reply immediately, even if they’re away from the office.

5. Implement a 24/7 Live Chat Feature

If feasible, having a live chat function on your website can ensure immediate engagement. Even if an AI chatbot fields the initial questions, it can direct hot leads to a real person for a quick follow-up.

Case Study: The Five-Minute Rule in Action

Just this past week, Bennett Creative has seen this rule in action as we’ve sourced our own work. We needed some extra video editing done and hopped on Upwork, posting a job. We looked at the first three editors to respond and chose the one we liked best out of those first three, not even glancing at the editors that applied after. 

Likewise, we needed a step and repeat banner for an upcoming attorney commercial shoot and after calling and emailing around, the local business we inevitably went with was the one with the best response rate, even though they were slightly more expensive (their work was super awesome as well).

At the end of the day, we want our clients to be happy while feeling seen and valued through the whole process of working with us.

Why A Quick Response Matters

Many companies tend to focus on perfecting their craft - we get it, it’s your passion and strength - but overlooking the importance of sales and client communication can become a big issue. Being the most talented agency won’t matter if potential clients never make it past the inquiry stage. Quick response times can set your business apart where competitors may take hours or even days to respond.

Moreover, fast response times establish trust and credibility from the outset. Clients want to know that their projects will be handled with urgency and care, that you value their project as much as they do. By demonstrating responsiveness from the very first interaction, you’re setting the tone for a smooth and professional collaboration. They know they have your attention.

Final Thoughts

Responding to business inquiries within five minutes isn’t just a best practice—it’s a game-changer. The stats don’t lie: the quicker you reply, the more likely you are to lock in the client. When Bennett Creative started implementing automated responses, monitoring inquiries in real-time, and prioritizing mobile accessibility, we’ve better ensured that someone on the team never misses an opportunity.

We know that every lead is valuable, and every moment counts. We work hard to get attention for our clients via social media and scroll stopping videos - by going viral again and again, the more inquiries they have. We want to make sure our clients, and our own company, aren’t missing out on that opportunity because of a slow response time.

Next time your phone dings with an inquiry, don’t wait. That five-minute window could be the difference between landing a new client or losing them to a competitor.