Client Health and Retention Risk

SOP: Client Health and Retention Risk

Last Updated: June 2026 Owner: CSM

Purpose

Protect the relationship before the client complains, pauses, or cancels. The CSM owns early detection, documentation, and escalation of client risk.

What counts as risk

Flag the account when any of these show up:

• client asks what Tekton is doing or what they are paying for
• client is unhappy with lead flow, rankings, lead quality, or communication
• client misses reports, check-ins, or recurring calls
• multiple requests are open with no clear next update
• work is blocked by missing access or client response
• client uses cancellation, pause, refund, discount, or budget-cut language
• client is quiet for long stretches and only replies when frustrated

Weekly CSM check

Once per week, review active clients and identify:

1. last client touch
2. last report or Loom sent
3. open blockers
4. open special requests
5. satisfaction/risk signals
6. next promised update

Risk levels

Green

Client is responsive, work is moving, and reporting cadence is current.

Yellow

Something is stale, confusing, blocked, or emotionally off. CSM creates a recovery step and documents it.

Red

Client is angry, threatening cancellation, payment is at risk, or work has been blocked long enough to affect trust. Escalate to Nick/Ops the same business day.

CSM actions

For any Yellow or Red client:

• document the risk in TaskTracker or the client record
• identify the next action and owner
• send or draft a client-safe update
• escalate internally if a specialist response is needed
• set the next follow-up date

Definition of done

• risk is labeled Green, Yellow, or Red
• next client update is scheduled or sent
• blocker has an owner
• Nick/Ops knows about Red accounts
• notes are findable in the client record