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playbook

Fix My Retention

Diagnosed root cause of the at-risk relationship + a 30-day save plan with specific touchpoints, decisions, and an explicit save/let-go recommendation

The client has gone quiet.

When to run
"Business owner is losing or about to lose a key client; retention is dropping; renewals declining; client health flagged"
Time saved
~2-4 hours, multi-session manual → automated with agent assistance
How often
Per trigger event
Compounds
Each run refines templates and context — 5 automated steps improve with accumulated data

How it runs

  1. vault-preflight → verify client context completeness and flag blocking gaps before proceeding
  2. client-health-tracker → aggregate NPS/CSAT/feedback/deal-activity signals into a current health snapshot
  3. retention-check → run structured client check-in framework against the snapshot to surface root cause hypotheses
  4. issue-triage → classify each surfaced issue by severity and SLA — separate "fix-now" from "watch" from "let-go-trigger"
  5. Review root-cause diagnosis — confirm or correct the hypothesis based on owner's lived context
  6. consultative-selling → frame the save conversation using the appropriate methodology (Gap Selling for diagnosed issues; Challenger for re-framing relationship value; SPICED for situation-pain-impact-critical-decision)
  7. Decision — save or let go? Based on diagnosis, owner makes the explicit go/no-go call. Save means committing to the 30-day plan; let-go means transitioning the client gracefully
  8. Review proposed save-plan financial commitments (discounts, credits, scope changes) before pdf-report drafts the document — terms-review gate
  9. Approve plan and assign owners — convert each save-plan action to a TaskNote with a specific owner and date

What it needs

  • Client name and `client-id`
  • What changed (specific signals: late payment, missed meetings, NPS drop, escalation, executive turnover)
  • Last positive milestone date
  • Contract renewal date (or rolling)
  • Stakes — revenue at risk, strategic importance, reference value

What you get

  • Client Health Report — root-cause diagnosis with evidence
  • 30-Day Save Plan — specific touchpoints, asks, and decisions
  • Save/Let-Go Recommendation — explicit go/no-go with rationale
  • Followup TaskNotes for each save-plan action