The five steps, and how long each should take
| Step | Target |
|---|---|
| First reply | Within 10 minutes during working hours |
| Visit booked | In the first conversation |
| Proposal sent | Within 24 hours of the visit |
| Follow-ups | Day 2 and day 5 after the proposal |
| Agreement signed | Within a week of the visit |
Write these targets down and check them weekly. The numbers themselves matter less than having a number at all.
1. Reply within ten minutes
Someone searching for an office usually messages three or four spaces at once. The first to answer properly gets the visit. During working hours, aim to reply within ten minutes, on the same channel they used. After hours, an automatic acknowledgement on WhatsApp buys you until the morning.
The first reply should answer, not ask. If they asked for a four-seater, say what you have and the price, then ask one question to move things forward:
Hi Arjun, thanks for reaching out. We have a 4-seater cabin free on the 2nd floor at ₹22,000 a month, all-inclusive with 10 free meeting room hours. Would you like to see it tomorrow at 11 am or 4 pm?
Offering two slots works better than “when are you free?”, which puts the work back on them.
2. Book the visit in the first conversation
A visit is the moment the space sells itself, so the whole of the first conversation should aim at one. Confirm the time in writing, send the map pin and a contact number, and send a reminder the morning of the visit. If they cannot visit soon, offer a two-minute video walk-through on WhatsApp instead and book a visit for later.
At the visit, show the cabin they asked about first, then the pantry, meeting rooms and reception. Introduce them to a member if one is around. Ask what they do, how many people will join over the year and when they need to move in. Note it down; the proposal will use it.
3. Send a proposal within 24 hours
A proposal is a one-page summary, not a contract. It should contain:
- The cabin or desks, with a photo.
- Monthly fee, what it includes, and what costs extra.
- Security deposit and the move-in date.
- Lock-in and notice period.
- Any offer, with its expiry date.
- The next step: “Reply yes and we will send the agreement to sign on your phone.”
Send it as a PDF on WhatsApp and email, the same day as the visit if you can. A proposal sent on Friday for a Tuesday visit has lost most of its warmth.
4. Follow up twice, then step back
Most proposals are not answered because the person is busy, not because they said no. Two follow-ups, spaced out, catch almost everyone who is going to say yes:
- Day 2: a short message asking if they had any questions, and offering a call.
- Day 5: a note that the cabin is still available, with any deadline on the offer restated.
After that, leave it. Move the card to “not now” and send one message a month later if the cabin is still free. Chasing beyond two follow-ups rarely changes the answer and costs goodwill.
5. Handle the three usual objections
“It is a bit expensive.” Do not drop the rent first. Compare like with like: what a bare office nearby costs once you add internet, electricity, housekeeping, a receptionist and furniture. If you need to move, give something that costs you little, such as extra meeting room hours or a free month at the end of a 12-month term, rather than a lower monthly fee that resets their expectation forever.
“We do not want a lock-in.” Explain what the lock-in buys them: a fixed price and the cabin held for them. Offer a shorter lock-in with a slightly higher fee, or a longer one with a small discount. Having both on the table lets them choose rather than refuse.
“The deposit is high.” Two months' rent as deposit is typical for cabins in India; one month is common for desks. If a startup cannot pay it at once, split it across the first two invoices rather than waiving it. State plainly when it is refunded and what may be deducted, which removes most of the worry.
6. Close with an e-signed agreement
When they say yes, send the leave and licence agreement the same day, pre-filled from the proposal so there is nothing new to read. An agreement signed on the phone with OTP or a drawn signature is typically done in minutes, where a printed copy can take a week of “I will drop it off tomorrow”. Along with it, send the first invoice with the deposit and the first month's fee and a payment link.
Our leave and licence checklist covers what the agreement should contain. Check stamping and registration rules for your state, and have a lawyer review your template once.
7. Move-in and the first week
The sale is not finished until they have settled in. Before the move-in date, have the cabin cleaned, the nameplate ready, Wi-Fi credentials printed and access cards made. Welcome them on day one, introduce them to the people on their floor, and check in at the end of the first week. Members who feel looked after in week one renew, refer, and rarely argue about rent.
Track the funnel every Monday
Keep each enquiry on a card that moves from New to Visit booked to Proposal sent to Signed (or Lost, with a reason). Review the board every Monday morning: who is waiting for a reply, which proposals are at day 2 or day 5, and which cabins are promised. Coworking OS has this pipeline built in, with proposals and e-sign attached to the card, but a whiteboard or a spreadsheet works for a single location if someone owns it.
After three months, look at the ratios: how many enquiries became visits, how many visits became proposals, and how many proposals were signed. The weakest ratio tells you which step to fix next.