Step #3 CRM: Identify every Action that needs to occur after each stage

Great! You set up the journey by outlining the stages. It’s time to identify every action that needs to take place after each stage. Some will be obvious, some not so much.

Make a list. Example from Stage 2 – “Send Zoom/Tour Booking Date”

Imagine that today you receive the tour booking date from your new contact. They have committed to show up on June 1st.

What needs to happen AFTER this stage but BEFORE the next (when they show up for the tour)? Make a list of all ideas. Don’t bother putting them in order yet, just get them all out!

It might look like this

  • Update the CRM to reflect status and tag them as being a high quality lead
  • Confirm with them via email, and there’s a copy of that email somewhere
  • Add them to the guest list so that the guide knows who to look for (would be good to include phone number, etc)
  • Two days before the tour, you want to send them an email and remind them to show up
  • 1 day before, you want to text your staff any updates.
  • 2 hours before, you want to message the customer a last reminder

And to make it our example more realistic, assume that while chatting with this contact, you made a note to remember something from the conversation: you want to give them a copy of a book you discussed.

You can feel yourself reaching for your calendar, To Do list, and your contacts app. But remember, not matter how great those systems work for your personal life, they are quickly overwhelmed when you try to add 100s of strangers needing 1000s of points of contact per year. Airtable can do it all.

Break down the steps & group by timeline.

If it looks like too much work already, this step can be skipped. But if it’s like making a blueprint before we start building a shed. It’s easy to get one of these things working in Airtable only to realize your whole database is upside down when you try to implement another.

Spreadsheets are still great for laying out information for your eyes and thought process.

On paper it may look like this (with the other columns included somewhere)

ASAP
  • Update the CRM to reflect status and tag them as being a high quality lead
  • Confirm with them via email, and heres a copy of that email
  • Add them to the guest list so that the guide knows who to look for (would be good to include phone number, etc)
2 days before tour
  • send them an email and remind them to show up
1 day before tour
  • text your staff any updates
2 hours before tour
  • message the customer a last reminder

Once you have this step completed, you’re ready to start building automations in Airtable!

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