Tasks

Enriching a lead with additional POCs, phone numbers, or email addresses is one of the most frequent requests we receive. Usually, the higher the tier, the more time you can dedicate to it, but it shouldn’t exceed 10 minutes.

Search Sources:

• Website, Social Media, Google Business Profile
• Hunter: Finds emails linked with specific domains
• ZoomInfo: Finds emails, phone numbers and other company information
• ContactOut: Retrieves contact information from LinkedIn and provides social media URLs
• RocketReach: Retrieves contact information from LinkedIn
• GetProspect: Finds email addresses on LinkedIn
• TruePeople: Finds people addresses, emails, phone numbers, social accounts

Finding New POCs

• Google Search:
  • Use search queries like “Company Name” and ““Company Name + Job Title” and “Location” for a more targeted search
• LinkedIn and LinkedIn Recruiter

Adding Contact Information Steps:

• Check for duplicates to ensure the contact doesn’t already exist
• Ensure the new contact information is always placed at the top of the contact list or contact section
• Click the checkmark on the task once completed
• Create a new task for the task
• Summarize what information was found, or if no new information was available

If the contact information exists in another lead:

• Confirm the association
• Leave a /bd_cs snippet explaining the connection
• Ensure the new contact information is always placed at the top of the contact list or contact section
• Click the checkmark on the task once completed
• Create a new task for the task submitter summarizing what information was found, or if no new information was available

Outdated or Invalid Contact Information:

If tasked with reviewing or removing outdated details, such as invalid phone numbers or bounced emails:

• Treat this as a contact search request
• Do not remove invalid/bounced contact details from the lead
• Mark the Role custom field as Former Contact

Occasionally, AE’s might submit tasks requesting Lead Generation to change a lead’s status to Business Ended or verify if the business is still operational.

When these tasks come in, Lead Generation follows these guidelines:

• Verify if the URL is live and if the company has bookable tours/activities
• Verify if social media accounts are still active and if there are any recent posts or messages
• Verify the company’s Google Business profile regarding a temporary or permanent closure
• Check for recent Google Reviews.
• Verify TripAdvisor page and look for any new reviews
• Other helpful tools: Yelp, Whois, Find-and-update

If sufficient evidence indicates that a company is no longer operational, you can update its status to Business Ended:

• Select URL Identified as Business Ended custom activity
• Choose the appropriate URL to mark as Business Ended
• Include a note to support your status change

Submitting the Custom Activity will trigger a set of automations, ensure:

• Lead Level Status changes to Inactive
• URL Status changes to Business Ended
• Opportunity status changes to Lost
• Sales – Owner custom field is blank

Companies may temporarily close their operations for various reasons. Often announcing this on their social media pages, Google Business account, or TripAdvisor page.

If there is insufficient evidence to confirm whether a business has suspended the operations permanently or it’s only a temporary closure:

• Refrain from updating the URL Statuses in Close
• Set a task that says “Temporarily Closed – Check Back” for the BizDev Department
• Schedule the task for a date in the future (usually three months)

If a company appears to still be active:

• Add a note to the lead explaining why the business was not marked as Business Ended
• Inform the AE to review the lead with their Sales Manager or Sales Ops

Active Clients are always handled by the Account Management team. However, you may receive an automated BizDev task if a client has been offboarded due to the business ending. In such cases, complete a “URL Identified as Business Ended” custom activity.

Non-Distribution leads are software companies or digital marketing agencies seeking to collaborate with FareHarbor through a service exchange. This collaboration does not involve the selling or distributing of tours and activities.

Non-Distribution leads come through the Partnership Demo Request Form or a submission from the Software Partnership Department.

The Software Partnership Department submits a form that:

• Creates a Non-Distribution Partner Lead Submission
• Sends a tasks in the BizDev Department Inbox

Lead Generation should treat Non-Distribution Software Partners as Partner/Affiliates.

Follow these steps whenever you’re handling a Non-Distribution task:

• Check for duplicates
• Use the information available on the form and website
• Add in the remaining custom fields
• Assign Software Partnership – Owner as Non-Distribution
• Add SP – Company Type custom field and choose either Saas Platform or Other if the type is not clear
• Set a task for the submitter: New Partner loaded
• Complete the task

If a company turns out to be a duplicate,

• Reach out to the submitter
• Communicate your findings
• Confirm with the AE
• Task Lead Gen Process to delete the duplicate lead

Occasionally a person on another team will accidentally create a lead in Close. When this happens a zap creates a task for us to investigate.

Here’s what you need to do:

• Check the lead’s contact details
• Confirm whether the information already exists in Close

If the contact information is not in Close,

• Send a Slack message to the AE
• Confirm whether this contact should be merged or if it’s a new lead
• Direct the AE to the New Lead to Load form if it is a new lead

If the contact information is already in Close with no communication history:

• Set a task for Lead Gen Process
• Request the deletion of the dupe lead

If the dupe lead includes communication history:

• Set a task for Lead Gen Process
• Request that the duplicate is merged with the original lead

Check the lead in the CRM to confirm whether it is a duplicate. For guidelines on checking for duplicates, review this section.

If a company has two or more separate leads in Close with communication history:

• Investigate
• Confirm the leads are the same
• Task Lead Gen Process to merge the leads

AE’s may request a new reservation software to be added to the CRM. When this happens:

• Create a new task to Djeneba Keita
• Include the name of the reservation software
• Add a link to the company
• Djeneba will verify your request

Bad Fit tasks are exclusively managed by Sales Managers and are not part of Lead Generation’s responsibilities. In such cases,

• Set a task to the submitter
• Advise the submitter to redirect their request to their Sales Manager

Similar to Bad Fit tasks, re-assignment tasks are outside the scope of Lead Generation. If an AE requests the removal of a lead from their lead pool,

• Create a new task for the submitter
• Advise the submitter to redirect their request to their Sales Manager