A showing request is the hottest lead you'll get. The person picked a house, a day and a time and told you they want in. Every minute you wait, other agents and portals are calling them. The rule: call within five minutes. And never ask "what day works for you?" They already told you. Your job is to get back fast, get it confirmed, and show up.
The short answer
Call in five minutes. Confirm the time with the listing side. Mark it confirmed so the lead gets the confirmation and reminders. Call back to prep and add homes. Log the outcome after. Same day, every time.
Step by step
- Call the lead now. Tell them you got the request and you're confirming with the seller. No answer: voicemail, text, try again in 30 minutes.
- Qualify in two minutes. Is it a real request or a misclick? Working with another agent? Pre-approved, or want a lender to get them there? When do they want to move? Use judgment: a serious buyer whose home fits is worth showing, and you get them to a lender the same day.
- Confirm with the listing agent. Book through the listing's showing instructions. If the exact time fails, get the closest one the same day.
- Mark it confirmed in your CRM. If your system sends confirmation emails and reminders off a tag or status, set it now. Forget it and the lead never gets confirmed or reminded.
- Call back to confirm and prep. Day, time, meet at the front door. Ask what else they want to see on the same trip.
- After the showing, log the outcome. What they thought, and the next step: offer, more homes or nurture.
The scripts
First call: "Hi (name), this is (you) with (brokerage). I got your request to see (address) on (day) at (time). I'm confirming that with the seller right now. While I have you, is there anything else you want to see on the same trip?"
Voicemail: "Hi (name), (you) with (brokerage). I got your showing request for (address) on (day) at (time) and I'm setting it up with the seller now. I'll text you the confirmation. Call or text me back at (number)."
Text: "Hi (name), (you) with (brokerage). Got your request to see (address) (day) at (time). Confirming with the seller now. I'll text you the moment it's set. Anything else you want to see that day?"
Confirmation call: "Good news, (name), the seller said yes. (Day) at (time), I'll meet you at the front door. Plan on twenty to thirty minutes. Bring your questions and open every closet."
When things go sideways
| Situation | What to do |
|---|---|
| No answer after call, voicemail and text | Try again at 30 minutes and 2 hours. Three tries with no reply: cancel and note it. |
| Seller can't do that time | Get the closest time the same day, call the lead, then confirm. |
| Lead cancels | Cancel the request so reminders stop. One line in the notes. |
| Lead wants a second home | Add it to the same trip and confirm both. |
| Has another agent | Be polite, tag it, cancel the request. |
| Time passed, nobody confirmed | Call that day and reschedule. |
The standards
- First call within 5 minutes, day or night.
- Every request confirmed or rescheduled the same day.
- Every showing ends with the outcome logged and a next step set.
A worked example (illustration only)
6:41 PM: request for a Saturday 11 AM showing. 6:44 PM: agent calls, lead answers, pre-approved, no agent. 6:52 PM: listing agent confirms 11 AM. 6:55 PM: agent marks it confirmed, calls back, adds a second home at 11:45. Saturday 1 PM: outcome logged: loved the second home, offer conversation Monday.
Illustration only.
How to explain it to your client
"I got your request and I'm locking it in with the seller now. Nothing's official until they say yes, but I'll text you the minute it's set. Want to see anything else while we're out?"
Watch-outs
- Never show a home without speaking to the lead first. Safety and qualification.
- Buyer agreement rules. Follow current rules and your brokerage policy on written agreements before touring.
- Don't promise the time until the listing side confirms.
- Treat every request the same. Fast for everyone. Fair housing.
This is training for real estate agents. Follow your state's rules, current buyer-agreement requirements and your brokerage policy.
Questions
What if the request comes in at 10 PM?
Text right away, call first thing in the morning. Five minutes is the goal, but respect reasonable hours.
What if they're not pre-approved?
Use judgment. If they're serious and the home fits, show it and get them to a lender the same day.
Should I ask what day works?
No. They already picked. Confirm theirs.
What if the seller says no?
Call the lead, offer the closest alternative, and suggest similar homes.
Do I still need a buyer agreement?
Follow current rules and your brokerage policy. Many require a written agreement before touring.
Brian Lee Burke is the founder of PadLeaders, a Colorado real estate broker licensed since 2003, team leader of The Kenna Group at Keller Williams DTC (formerly Kenna Real Estate Group) and the author of Mastering Real Estate and The Real Estate Playbook. More about Brian.