Customers come from the conversation that follows a post. Reply to every comment within the first hour with a question, answer the best comments with a new video, and answer DMs the same day. In the DM, ask what they need, help once for free, offer to take a look, then suggest a call or a booking.
What to do when someone comments or DMs
Views and followers mean people watched. A customer comes from what happens next: someone comments, you reply, they ask a question, they come in. If nobody works that part, a video with thousands of views can bring in nobody. Danny budgets about 20 minutes a day for posting and replying, and that time matters as much as the filming. If you are not sure whether the gap is the posts or the follow-up, why your Instagram is not getting customers has a test for each step.
Fix your profile so visitors message you
The profile sits between a video and a message, so it has to tell a visitor what to do next. Danny's bio formula:
- Name field: your keyword, what you do, and your business name.
- Bio: who you help, proof, what followers get, and one call to action.
- Photo: your face.
- Highlights: five. Pinned posts: three. Link: one.
How fast should I reply to comments?
Within the hour. Post when you can stay in the comments for the first 60 minutes and reply to every one. If you are with customers until noon, do not post at 7am.
Reply with a question. A question keeps the thread going and tells you what the person wants. Two examples, written for this guide:
- "Love this place!" Reply: "Thank you! What did you try last time you came in?"
- "Do you do this for older homes?" Reply: "We do. Roughly what year is yours?"
When a comment asks something other people probably wonder too, answer it with a short new video. Instagram lets you reply to a comment with a Reel. The person who asked feels heard in public, and your next video idea came from a real customer.
How do I turn a DM into a booking?
A DM is someone raising a hand. Answer it the same day. Then walk the conversation through four steps.
| Step | What you do | What it can sound like |
|---|---|---|
| 1. Ask | Find out what they need. No prices or links yet. | "What are you looking for?" |
| 2. Help once, free | Give one useful answer. | A tip they can use today. |
| 3. Offer to look | Move from general advice to their situation. | "Want me to take a look? Send me a photo." |
| 4. Call or booking | Once they say yes, give the next step. | "Here is the link to grab a time." |
The whole flow for a florist, written for this guide:
- Them: "Do you do wedding flowers?"
- You: "We do. When is the date, and what colors are you thinking?"
- Them: "June, mostly white."
- You: "One tip before you plan anything: ask your venue whether they allow loose petals. Some do not. Want me to put a few June ideas together? Send me a photo of the venue."
- Them: "Yes please."
- You: "Here is the link to book a time so we can go through them."
The same shape works for a shop ("Want me to set one aside for you?") or a chiropractor ("Want to come in so we can take a look?").
How do I know which posts bring in customers?
Write every conversation down: date, person, which video, what they wanted, what happened. After a month you will see which videos start conversations and which only collect views. The sheet, and the numbers that sit beside it, are in how to measure Instagram results.
Keep the replies and DMs yourself. They are conversations with your own customers, and you know the answers. The half Launch Social can take is upstream: filming enough good videos each month that the conversations keep starting.
Questions people ask
How do I get customers from Instagram as a local business?
Work the comments and DMs. Reply to comments within the hour with a question, answer DMs the same day, help once for free, then offer a call or booking. Write down which videos start the conversations so you can make more of them.
Should I put my booking link in my Instagram captions?
No. Keep the one link in the bio, and send the booking link in a DM once the person has said yes to a next step.
Should I use automated DM replies?
No. Danny's method has the owner answer DMs personally, the same day. The flow depends on asking about the person's situation and giving a useful answer, which a canned reply cannot do.
What should I say in the first DM?
Ask what the person needs. The first message is about them, so no prices and no link until they have said what they are after.
Related
- social media management in San Diego
- How to measure Instagram results
- What to post on Instagram for a local business
- Social media for real estate and lending
Want this done for you? Book a free 15-minute call with Danny. We look at your account and the businesses you compete with, and you leave with a written plan for your next 90 days, whether you hire us or not.