Direct messages are where interested people go to ask what they would not ask in public: how much, how long, whether you can do something slightly different. They are warm leads and easy to spoil.
Reply soon, and say what happens next
Speed matters more than polish. A reply within a few hours beats a perfect one next week. If you cannot give the full answer yet, say so and say when you will: “I will check and get back to you tomorrow morning.”
A reply that works
- 1Thank them, briefly.
- 2Answer exactly what they asked, before anything else.
- 3Add one thing that will help them decide, such as a photograph, a price range or a date.
- 4End with a clear next step and make it easy to take.
Saved replies are fine; sounding saved is not
- Keep ready-made answers for facts that never change: opening hours, delivery times, how to book.
- Change the first line every time, so the person knows you read their message.
- Never paste a wall of text. If the answer is long, give the main point and offer more.
Take the transaction somewhere safe
A chat is a good place to answer questions and a poor place to handle money or private details. Move payment and personal information, such as addresses and card numbers, to your shop, your booking form or an invoice, and tell people why.
Do not chase
One friendly follow-up after a few days is reasonable. After that, leave the door open and stop. A person who needs more time will come back, and one who has decided no will remember that you respected it.
Re-read your last three replies as the person who received them. Would you want to answer again?