Processing new work and buyer follow-up
New inquiries and applications should enter a controlled follow-up process quickly. The objective is not only to respond—it is to create a clear record of who the buyer is, what they need, what was discussed, and what should happen next.
Sources of new work
New work may appear as:
- a public inquiry or application;
- a manually created lead;
- a follow-up generated from an existing buyer conversation;
- a site-visit request;
- a reservation or deposit-readiness exception;
- an application needing review;
- a collections task or payment request; or
- a post-sales task.
The first staff member who reviews the item should either take ownership or assign it to the correct person. New work should not remain unowned simply because the final answer is not yet known.
Step 1: Identify the buyer and possible duplicates
Before creating a second lead or customer record:
- Search by email address.
- Search by phone number.
- Search by the buyer's full name and preferred lot.
- Review any Possible Duplicate indicator and its reason.
- Compare the underlying records rather than assuming they belong to the same person.
A possible duplicate is a review prompt. It does not automatically block, merge, or delete records.
Step 2: Confirm minimum information
A workable lead should include, when available:
- buyer name;
- phone and/or email;
- source of inquiry;
- project or lot interest;
- assigned owner;
- current stage;
- a factual first activity; and
- the next action with a due date.
Do not delay the first response because every field is not available. Record what is known and create a specific follow-up to obtain what is missing.
Step 3: Make first contact
Use the buyer's preferred or available communication channel according to Wamule's business process. During first contact:
- confirm the correct person;
- introduce Wamule Development clearly;
- confirm the buyer's interest and preferred area or lot;
- identify the buyer's main questions;
- avoid promising availability, approval, financing, or contract terms before verification; and
- agree on the next step.
If the buyer does not answer, record the attempt and schedule the next reasonable follow-up rather than repeatedly calling without a plan.
Step 4: Record the outcome
A useful activity should include:
- channel used: call, WhatsApp, email, in-person, or other supported type;
- date and meaningful outcome;
- lot or project discussed;
- information requested or provided;
- any buyer commitment; and
- the next action.
Example:
WhatsApp response received. Buyer is interested in a standard residential lot and asked whether Lot 16 remains available. Staff advised that availability will be verified before confirmation. Follow-up assigned for tomorrow to provide verified lot options and discuss a site visit.
Step 5: Set the correct stage
Use the stage that describes the buyer's present position. Do not advance a lead because staff expect the buyer to proceed.
For example:
- A buyer who has only submitted an inquiry remains in an early stage.
- A buyer who has agreed to a site visit is not yet reserved.
- A buyer who submitted an application is not approved until an authorized review is complete.
- A buyer who sent deposit proof is not financially confirmed until the payment is recorded and verified.
Exact live stage labels should be confirmed before training material is finalized.
Step 6: Create the next action
Every active lead should have a meaningful next action unless it is intentionally inactive or closed.
A good next action says:
- what must be done;
- who must do it;
- when it is due; and
- what result will move the buyer forward.
Weak:
Follow up.
Better:
Call buyer by 3:00 p.m. Thursday to confirm whether they want a Saturday site visit for Lots 16 or 18. Record the selected lot and create the visit if confirmed.
No-response follow-up
When a buyer does not respond:
- Record each meaningful attempt.
- Vary the channel only where appropriate and permitted.
- Avoid sending repetitive messages without new value.
- Reschedule the next attempt according to the approved cadence.
- Mark the lead inactive only when the business criteria are met.
- Record the reason so the record can be understood later.
Handoff between staff
When another person should take over:
- update the owner;
- add a handoff note summarizing the buyer's position;
- identify the immediate next action and due date;
- mention any lot, application, reservation, or financial dependency; and
- confirm the new owner has accepted the work.
Example: new public inquiry
A fictional buyer, Daniela Training, asks about Lot 20 through the public form.
- The system creates or links the inquiry to a lead according to the implemented workflow.
- Staff review the Possible Duplicate indicator.
- Staff verify that Lot 20 appears Available but do not promise it without checking reservation context.
- Staff contact Daniela and confirm she wants a family residential lot and a site visit.
- The activity is recorded.
- The lead stage is updated truthfully.
- A site-visit follow-up is created for the agreed date.
- The assigned owner remains responsible until the visit is completed or handed off.
Common mistakes
- Creating a new lead without searching for an existing record.
- Leaving a new inquiry unassigned.
- Recording contact in a personal WhatsApp message but not in the platform.
- Writing “interested” without identifying what the buyer is interested in.
- Promising a lot based only on the lead's preferred-lot field.
- Completing a follow-up without recording the outcome.
- Moving the stage forward to make the pipeline look better.