Work a Prospect

1. 1Use the search bar at the top of HubSpot and type the prospect's name, email or phone number.
2. 2Alternatively go to CRM > Contacts and use the saved views for your assigned prospects.
3. 3Open the contact record and review the left panel — name, contact details, lifecycle stage and owner.
4. 4Check the right panel for associated deals, upcoming meetings and open tasks.
5. 5Confirm you are the assigned owner before reaching out.

The activity timeline shows every email, call, note, meeting and task on the record, newest first. Read it before every conversation so you never ask a prospect something they have already told the team.

• Use the filter above the timeline to show only emails, calls, notes or meetings.
• Expand a logged email to read the exact wording that was sent.
• Look for the last outbound touch and the prospect's last reply to judge momentum.
• Check for a next scheduled activity — if there is none, that is the first thing to fix.

1. 1On the contact record, click Email in the activity composer.
2. 2Write your message, or click Templates to insert an approved Olson Homes template.
3. 3Personalise the opening line — templates are a starting point, never a substitute for relevance.
4. 4Use Snippets for short reusable answers such as directions, hours or financing basics.
5. 5Insert personalisation tokens such as first name and community so the message reads naturally.
6. 6Send, and confirm the email now appears on the timeline.

1. 1On the contact record, click Call to place or log a call.
2. 2Choose the call outcome — Connected, Left voicemail, No answer, Wrong number or Busy.
3. 3Write a short summary of what was discussed and what was agreed.
4. 4Click Log activity, or Log and schedule to create the follow-up in the same step.

What makes a useful note

• Budget, timeline and financing status.
• The communities, plans or lots they are considering.
• Who else is involved in the decision.
• Objections raised and how you responded.
• The specific next step you both agreed to.

1. 1On the contact record, click Meeting to book a meeting on your connected calendar.
2. 2Include a video call link for virtual meetings, or the community address for on-site visits.
3. 3Send a HubSpot meeting link when you want the prospect to choose a time themselves.
4. 4Click Task to create the next follow-up, set a due date and add a clear title such as 'Call about lot 42 pricing'.
5. 5Assign the task to yourself and set a reminder.

You are responsible for following up with every contact. The meeting is not finished when the buyer leaves — it is finished when the record shows what happened and what comes next. Do this the same day, every time.

1. Update the meeting with an outcome

1. 1Open the contact record and find the meeting on the timeline (or open it from your HubSpot calendar).
2. 2Click into the meeting and set the Outcome: Completed, Rescheduled, No show or Canceled.
3. 3Confirm the date, time and attendees are correct so reporting is accurate.
4. 4Save. Never leave a past meeting sitting as Scheduled.

Outcome: [Completed / Rescheduled / No show / Canceled]
Actual date and time: [date, time]
Attended: [buyer names]
Location: [community / model home / video call]

One-line summary: [what happened in a sentence]
Reason (if not completed): [buyer rescheduled / no answer / cancelled by buyer]
Rebooked for: [date and time, or "task created for [date]"]

2. Update the contact profile

1. 1Update lifecycle stage and contact status to reflect where the buyer actually is now.
2. 2Fill in what you learned: budget, timeline, financing status, community and home plan interest, land situation (needs land or has land).
3. 3Correct phone, email and preferred contact method if anything changed.
4. 4If a deal exists, move it to the right stage in the right pipeline. If the meeting created a real opportunity and no deal exists, create one.

Lifecycle stage: [Lead / Marketing Qualified / Sales Qualified / Opportunity]
Contact owner: [you]
Lead status: [Attempted contact / Connected / Meeting completed / Nurture / Unqualified]

Budget: [$X]
Financing status: [not started / applied / pre-approved] — Lender: [name]
Timeline to build: [0-3 / 3-6 / 6-12 months]
Land situation: [needs land / has land — address]
Community of interest: [community]
Home plan of interest: [plan]
Preferred contact method: [call / text / email]

Deal: [created / updated]
  Pipeline: Sales Pipeline
  Stage: [current stage]
  Close date: [date]

3. Log notes about the meeting

1. 1Click Note on the contact record and write what was discussed in plain language.
2. 2Cover: who attended, what they liked, objections raised, pricing or land questions, and what you committed to.
3. 3End the note with the agreed next step and the date it happens.

Meeting date: [date]   Type: [on-site / video call / phone]
Attendees: [names and roles — buyer, co-buyer, agent]

What they are looking for:
- Home plan / community: [plan, community, lot]
- Must-haves: [list]
- Land: [needs land / has land at address / evaluating]

Money and timing:
- Budget: [$X]   Financing: [pre-approved / in progress / not started — lender name]
- Target move-in: [date]

Objections raised:
- [objection] → [how I answered it]

Committed to:
- Me: [action] by [date]
- Buyer: [action] by [date]

Next step: [meeting / call / send info] on [date]

4. Set the follow-up — sequence or task

1. 1Buyer is warm and needs nurturing: enrol them in the appropriate sequence (Enrol in sequence from the contact record) so the follow-up emails run automatically.
2. 2Buyer needs a specific personal action: create a dated Task instead, with a clear title such as 'Send lot 42 pricing to the Hendersons'.
3. 3No show or canceled: schedule a same-week re-engagement task or move them into the nurture sequence — never let it go quiet.
4. 4Assign the task to yourself, set a due date and a reminder.

Subject: Great meeting you today, [First name] — next steps

Hi [First name],

Thank you for taking the time to meet with me [today / this morning] at [community or video call]. It was great to learn more about what you are looking for in your next home.

Here is what I took away:
- Home plan you liked most: [plan name]
- Budget range: [$X]
- Land: [needs land / has land at address]
- Timeline: [move-in target]

What happens next:
1. [Action you committed to] by [date]
2. [Action the buyer committed to] by [date]

I have you down for [next meeting / call] on [date and time]. If anything changes, just reply to this email or call me at [phone].

Talk soon,
[Your name]
Olson Homes

Task title: [Action verb + what + who] — e.g. "Send lot 42 pricing to the Hendersons"

Due date: [within 2 business days of the meeting]

Task notes:
Met [date]. Buyer is [warm / lukewarm / long timeline].
Committed to: [what you promised]
Blocker to resolve: [financing / land / plan choice]
If no answer: call [phone] and then enrol in [sequence name].

Subject: Sorry we missed each other, [First name]

Hi [First name],

We had time booked [today at time] to talk about [community / home plan] and I wasn't able to connect with you — I know how quickly life gets busy.

I still have [two] times open this week:
- [Day, time]
- [Day, time]

Reply with whichever works and I will send the invite. If it is easier, here is my calendar: [meeting link].

[Your name]
Olson Homes | [phone]

The Launchpad has a built-in close-out tool. It shows every meeting on your calendar that is past due and still sitting as Scheduled, and it writes your outcome, your notes and your deal stage straight back into HubSpot. Use it at the end of every day — it takes about a minute per meeting.

1. Find your open meetings

1. 1Open Close Meetings from the top navigation. Make sure your name and work email are entered so the tool can find your calendar.
2. 2The list shows past-due meetings still marked Scheduled, newest first, with the contact attached to each one.
3. 3An empty list is the goal — it means nothing is sitting open.

2. Set the outcome and note

1. 1Pick the outcome: Completed, Rescheduled, No show or Canceled. Use the same words every time so reporting stays clean.
2. 2Add a one-line note about what happened and what you committed to. This is written into the meeting record in HubSpot.
3. 3If the meeting was rescheduled, book the new time in HubSpot before you close the old one out.

3. Move the deal stage

1. 1If a deal is associated with the contact, choose the stage the buyer is actually in now.
2. 2Move forward only on evidence: Qualified Buyer means you confirmed budget, timeline and land situation; Prequal in Process means the lender has the application.
3. 3Leave the stage unchanged if nothing really moved — an honest stale stage is better than an optimistic wrong one.
4. 4Deposit and Under Contract are handled with your manager, not from this tool.

4. Watch it land on the board

1. 1Every close-out you record is counted on My Progress and on the team Leaderboard.
2. 2You earn credit for close-outs and for stage moves, so keeping the pipeline honest is what moves you up the board.
3. 3Check the Leaderboard weekly to see where you sit against the rest of the team.

Breeze is the AI built into HubSpot. It reads the records you already have access to and helps you prepare faster, write better and never lose the thread on a buyer. You do not need any technical skill — you type or click in plain English.

Breeze Assistant (the sparkle icon)

1. 1Open the prospect's contact record.
2. 2Click the Breeze sparkle icon in the top right of HubSpot to open the assistant.
3. 3Ask for a summary: “Summarise everything we know about this contact and what we agreed last time.”
4. 4Ask for prep before a meeting: “What objections has this buyer raised and what should I bring to the meeting?”
5. 5Read the answer against the timeline before you act on it.

Drafting emails with Breeze

1. 1On the contact record, click Email to start a message.
2. 2Click the Breeze / AI icon in the email editor toolbar.
3. 3Choose Generate to draft from a short instruction, or Rewrite, Shorten, Expand or Change tone on text you already wrote.
4. 4Give it context in one line, for example: “Follow up on Saturday's model home tour at Willow Creek, confirm the lot 42 pricing question and offer two times next week.”
5. 5Edit the draft in your own voice, check every fact, then send.

Call summaries and next steps

• Recorded or transcribed calls get a Breeze-generated summary and suggested next steps on the timeline.
• Open the call activity, read the summary and correct anything it misheard.
• Copy the agreed next step into a dated follow-up task so it is not buried in the transcript.

Prospecting agent and Breeze Intelligence

• The prospecting agent can research a contact and draft a sequence of personalised outreach for you to review — nothing sends until you approve it.
• Breeze Intelligence enriches contact and company records with public data, so fewer fields sit empty.
• Availability depends on your HubSpot seat and the features Olson Homes has enabled. If you do not see an option, ask your HubSpot administrator rather than working around it.