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Site visits

Site visits record appointments for a buyer to view a housing project or specific lots. A visit should have clear timing, location, assigned staff, buyer context, notes, and a truthful outcome.

A visit is a sales and qualification event. It does not create a lot hold, record a deposit, approve an application, or create a payment.

Before scheduling​

Confirm:

  • correct lead and buyer contact;
  • project and meeting location;
  • lots or areas the buyer wants to see;
  • current availability context;
  • date and time agreed with the buyer;
  • assigned staff member;
  • travel or access instructions; and
  • how cancellation or rescheduling will be communicated.

Avoid scheduling a visit for a lot that is known to be Sold without clearly explaining that the visit is for the project or alternatives.

Visit outcomes​

Use the truthful outcome:

  • Scheduled — appointment is planned and has not occurred.
  • Completed — visit occurred and outcome was recorded.
  • No-show — buyer did not attend according to the agreed process.
  • Cancelled — visit will not occur and the reason is known.
  • Rescheduled — a new date/time has been agreed.

Do not mark Completed simply because the appointment date passed.

Preparing for the visit​

The assigned staff member should review:

  • buyer's stated needs;
  • lots previously discussed;
  • current lot and reservation status;
  • pricing or payment information they are authorized to explain;
  • safety/access considerations; and
  • the desired next step after the visit.

Recording the outcome​

After the visit, record:

  • attendance and timing;
  • project/lots shown;
  • buyer reaction and questions;
  • preferred or rejected options;
  • information promised by staff;
  • whether the buyer wants another visit, alternatives, or reservation review; and
  • the next action and due date.
Site visit boundary

A visit does not reserve a lot, confirm buyer readiness, record a deposit, or create a payment. Complete those actions through their approved workflows.

No-show or cancellation​

For a no-show:

  1. Record the outcome factually.
  2. Contact the buyer according to the approved cadence.
  3. Ask whether they want to reschedule.
  4. Create a new visit only when a new date is agreed.
  5. Update the lead's next action.

For a cancellation, record who cancelled and why when appropriate. Do not preserve unnecessary personal detail.

Example: buyer changes preferred lot​

A fictional buyer, Owen Training, visits Lots T-05 and T-07. He prefers T-07, although his lead lists T-05.

  1. Staff verify T-07 is still available before suggesting next steps.
  2. The completed visit records both lots shown and Owen's preference.
  3. The lead activity records the change.
  4. Preferred lot is updated through the approved process.
  5. A reservation-review follow-up is assigned.
  6. No reservation is created until the required criteria are confirmed.

Common mistakes​

  • Scheduling without an assigned staff member.
  • Failing to verify the project or meeting location.
  • Marking completed when the buyer did not attend.
  • Recording no outcome or next action.
  • Treating buyer preference as a hold.
  • Promising a price or payment plan from memory.
  • Creating duplicate visits instead of rescheduling the original according to the workflow.

Suggested training media​

Screenshot space: Add a site-visit form showing lead, project/lot, date/time, location, assigned staff, notes, and status.
Screenshot space: Add a completed visit showing outcome, lots viewed, buyer feedback, and resulting next action.
Diagram space: Add a visit flow: Qualify need → Verify lot/project context → Schedule → Confirm → Complete/No-show/Cancel/Reschedule → Record outcome → Follow-up or reservation review.
Video space: Record a 6-minute walkthrough scheduling Owen Training's visit, recording the completed outcome, verifying the newly preferred lot, and creating the next follow-up without creating a reservation.