Internal call between Mark Hope and Ben San Fratello to resolve two open HubSpot issues before a scheduled client call with Miriam, and to align on the upcoming 2026 strategy session for [1]. Ben was also elevated to Super Admin during this session to enable real-time troubleshooting going forward.
Attendees: Mark Hope, Ben San Fratello
Client context: [2]
Problem: Miriam could not see the Lifecycle Stage field on contact records, blocking her from triggering lead lifecycle workflows.
Root Cause: The field was absent from the default "card" view that most non-admin users see. Mark's personal admin view had it configured, masking the issue during earlier reviews.
Fix Applied:
Settings → Contacts → Contact Properties → Edit the card → Add Properties → Search "Lifecycle Stage" → Check → Move to top → Save
The field is now visible in the default card view for all users. Mark confirmed it live during the call.
Relevant transcript:
"This card is what most users are seeing. So this preview — that field, which is critical for triggering stuff, it was invisible to her. But you can see now, here it is." — Mark Hope
Problem: Several active workflows are flagged "needs review" with "invalid user" errors. Notifications were failing to send.
Root Cause: Workflows were configured to send internal email notifications to the contact owner. Jay Gardner — a deactivated user — still owns 3,260 contacts. When workflows attempt to notify Jay, they error out.
Partial Fix Applied:
One workflow ("Unsubscribed Lead" notification) was edited to send only to Brian, removing the contact-owner recipient. Turned back on after edit.
Remaining Action: Bulk reassign all 3,260 contacts currently owned by Jay Gardner.
How to execute the bulk reassign:
1. Go to Contacts
2. Add filter: Contact Owner is any of
3. In the owner search dropdown, check "Show deactivated owners"
4. Select Jay Gardner — 3,260 contacts will appear
5. Select all → Assign to new owner(s)
"We deactivated the user before we reassigned his accounts. So I can't use him as a filter because he's not a user." — Mark Hope
Blocked on: Miriam must confirm who the new owner(s) should be.
| Workflow | Status | Notes |
|---|---|---|
| Awareness Drip Campaign | On (manual trigger) | 115 contacts enrolled in Nov; no new enrollments since. Manual trigger retained due to list quality concerns. |
| BANT Workflow | Off | Triggers deal creation when SQL meets Budget, Authority, Need, Timing criteria. No enrollments yet. May need deal-creation step added. |
| Sales Qualified Lead | On | Promotes contacts from MQL to SQL based on juicing volume, equipment details, etc. Active but low throughput. |
| Unsubscribed Lead (Not Ready) | On (edited) | Fixed — now sends only to Brian, not contact owner. |
| Survey Submission (Drip Survey) | On | Triggers on form completion; appears functional. |
Ben met with Exterior for the first time the day prior. Key takeaways from that meeting:
Plan:
- Schedule the meeting for February 2026 (avoid Dec 16–22 and early January)
- Mark and Ben co-develop the strategy analysis together (learning exercise for Ben)
- Ben presents the final plan to Exterior
"We'll build that strategy, and then you can present it to them... Why don't we do that one together, and then you can see how we do it. And then after that, you're an expert." — Mark Hope