Three fields, three questions
“Unsold” describes an outcome so far. “Waiting until the remodel is finished” records the customer’s explanation. “Call after the agreed completion date; advisor assigned” describes an action. A single status field often cannot communicate all three clearly.
Record the source
A useful reason has a source and date. “Customer said…” and “Advisor believes…” carry different evidence. Preserve the distinction instead of turning an employee’s interpretation into a customer statement.
Keep unknown visible
If the homeowner does not respond or does not want to explain, leave the reason unknown. The team can still apply a sensible stopping rule. A complete process does not require every customer to provide an answer.