Example · Sales and accounts
Have you ever lost a client you never knew was unhappy?
No complaint came. They went quiet, then moved. You found out at renewal.
Who is it for?
- Firms that earn most of their revenue from existing clients.
- Teams where renewals show up as dates, not prepared conversations.
- Firms where the warning signs sit in emails nobody reads side by side.
When would we say skip it?
A few dozen accounts? Your team knows each one already. Renewals roll over and nobody leaves? Put the effort elsewhere. We'll say so plainly.
Where does it break?
Months before the date.
- In service
- Contact logged
- Issues raised
- Window opens
- Risk judged
- Conversation
- Renewed
Clients get attention when something goes wrong, and none otherwise.
An account rarely says it's leaving. It keeps answering your service team and stops answering you. Nobody flags it until the renewal is lost.
In an insurance agency, it's the commercial account that suddenly asked for loss runs. In wealth management, it's the client who moved one account elsewhere. In distribution, it's the contract customer ordering a third less.
What would we build?
A renewal watch.
It brings you each account's recent picture a full quarter before renewal, with a suggested next step.
What changes?
- Every account is read for the signs that come before a loss.
- Cooling accounts are flagged early, as "worth a look".
- Each renewal arrives with a one-page brief and a next step.
What's it worth to you?
Work it out with your own numbers:
- How many clients did you lose last year?
- How many did you see coming?
- Multiply the rest by their yearly revenue.
- Multiply again by the years a client usually stays.
That's the size of a quiet loss.
Renewal watch · Monday
44 renewals due next quarter
- 37look steady
- 5worth a look: replies slowing, a service complaint still open
- 2asked for documents another firm would need
Suggested this week: a call to each of the seven.
How does it run, step by step?
Show the full run
When does it run?
Every Monday, for the renewals due in the coming quarter.
What does it read?
Your agency or client system, such as Applied Epic, AMS360, Redtail or your ERP. The shared service inbox. Order and account history. We confirm each source in the first conversation.
What are the steps?
- Lists every renewal due in the coming quarter.
- Reads each account's recent emails, requests and history.
- Compares this year's pattern with the client's usual one.
- Flags signs worth a look, with the evidence.
- Drafts a one-page brief and a next step.
- Sends each account manager a Monday list, highest risk first.
Who decides?
Your account managers. The brief suggests, and the person chooses.
What does it never do?
It never tells a client they were flagged. It never states a guess as fact. It never contacts a client on its own.
What would we need from you?
Read access to your client system and service inbox. Your renewal calendar. Ten accounts you lost, and ten you kept.
What usually comes with it?
- A first-response desk, so service requests never turn into complaints.
- Cross-selling, so steady clients hear what else you do.
- A document chase, so renewal paperwork arrives on time.
You become the firm clients never think of leaving.
No client leaves without you seeing it coming.
Will yours look like this? Not exactly. The first conversation is where we work out how yours should look.
Want to talk yours through?
A first conversation is free, runs about an hour and needs no access. It's with one of our co-founders.
Who replies? A person, usually within one working day.