Save an at risk account

Who this is for

Founder led lower-middle market companies with 5 to 50 million in annual revenue that need a reliable rescue play for critical customers.

The quick answer

Confirm the cause and the people who care about it. Call the sponsor the same day and agree on a short recovery plan with dates. Add extra service for a fixed period if it accelerates trust. Multi thread the relationship, meet weekly, and track leading signals. Send a short written summary after each touch.

The method in nine steps

Confirm facts fast
Gather the incident timeline, the affected outcomes, and where you fell short of your promise.
Call the sponsor today
Own the issue. Share the outline of a recovery plan and ask to co write the final steps and dates.
Name the recovery owner
Assign a senior leader who can move resources. Share their direct contact details with the sponsor.
Define the recovery plan
List actions, owners, and dates for the next two weeks. Keep the plan short and visible.
Provide temporary extra service
Offer added coverage or faster response for a fixed period if it will stabilise the relationship.
Multi thread the account
Add two more contacts in operations and in finance to reduce single thread risk.
Meet weekly and track signals
Use a ten minute check in to confirm progress. Track on time delivery or uptime or other leading indicators that match the issue.
Summarise in writing
After every touch send a brief note that confirms progress, next actions, and dates.
Close with a review
When stable, hold a short after action review with the sponsor. Agree on future safeguards and consider a goodwill gesture if appropriate.

Example

A critical account suffered late deliveries. The team launched a recovery plan with a single owner, daily status for five days, and a temporary premium response. On time delivery returned to target and the account renewed.

Pitfalls and fixes

Waiting to call. Contact the sponsor on the same day.
Vague plans. Write actions, owners, and dates.
Endless concessions. Keep extra service time bound and measured.

Checklist

Sponsor call completed
Recovery owner named
Two week plan with dates
Temporary service terms defined
Weekly check ins scheduled
Written summaries sent