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Lead activities

Lead activities form the working history of the buyer relationship. They record meaningful calls, WhatsApp messages, emails, notes, stage changes, site-visit outcomes, follow-ups, and linked-record events.

A strong activity history lets another authorized staff member understand the buyer's current position without asking the original owner to reconstruct every conversation.

What to record​

Record an activity when:

  • first contact is attempted or completed;
  • the buyer asks a material question;
  • a lot or project is discussed;
  • a site visit is scheduled, rescheduled, completed, cancelled, or missed;
  • the buyer submits information or proof;
  • the buyer makes a commitment;
  • the lead stage changes;
  • responsibility is handed to another person;
  • a reservation, application, customer, or contract event affects the lead; or
  • a problem or escalation changes the next action.

A useful activity format​

Include:

  1. Channel or event — call, WhatsApp, email, in-person, system event, or another supported type.
  2. Outcome — what actually happened.
  3. Relevant context — project, lot, application, reservation, or document discussed.
  4. Commitment — what the buyer or staff agreed to do.
  5. Next action — who will do what and when.

Example:

Called buyer on 14 July. Buyer confirmed interest in Training Gardens Lots T-07 and T-08 and requested a Saturday visit. Explained that availability will be verified before any hold. Site-visit request assigned to Training Sales; confirmation follow-up due 16 July.

What not to record​

Do not store:

  • passwords, API keys, access codes, or secret values;
  • full banking details;
  • unnecessary identification data;
  • insulting or speculative comments;
  • medical, family, or personal information unrelated to the transaction;
  • entire message threads when a factual summary is enough; or
  • another customer's information.

Editing or correcting an activity​

If correction is supported, preserve accountability:

  • correct factual errors promptly;
  • do not rewrite the history to hide a mistake;
  • add a clarifying activity when the original note must remain;
  • identify why the correction was made; and
  • escalate sensitive or financial errors.

Activities versus tasks​

An activity records what happened. A follow-up task records what must happen later.

After recording a buyer conversation, create or update the follow-up separately when future work is required.

Example: no answer​

Weak note:

No answer.

Useful note:

Called the buyer at the preferred number at 10:15 a.m.; no answer and voicemail unavailable. No new information was communicated. Second attempt scheduled for 16 July by WhatsApp according to the approved cadence.

Common mistakes​

  • Recording only “called buyer.”
  • Completing a task without adding the outcome.
  • Recording a promised payment as an actual payment.
  • Copying sensitive screenshots into notes.
  • Changing the lead stage without an activity explaining the reason.
  • Creating several activities for the same single event with conflicting details.

Suggested training media​

Screenshot space: Add a lead activity timeline showing examples of call, WhatsApp, email, stage change, site visit, and system-linked events. Use fictional Training Data.
Screenshot space: Add a “weak versus useful activity” comparison with annotations showing channel, outcome, context, commitment, and next action.
Video space: Record a 4–5 minute walkthrough adding a first-contact activity, a no-answer attempt, and a site-visit outcome, then creating the appropriate follow-up for each.