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7FA SOP Example

Retention

Retention — Monthly Client Check-in Cadence

What

Section titled “What”

TODO — the standing monthly client meeting. Different from a weekly tactical call — this is the relationship health pulse, run by the Account Manager.

Who owns it

Section titled “Who owns it”

TODO — Account Manager.

Steps

Section titled “Steps”
  1. TODO — review the month’s results against the goals (one slide), surface anything trending wrong before the client raises it.
  2. TODO — open the relationship-health portion: what is working, what is frustrating, what is on the client’s mind that has nothing to do with this month’s deliverables. Listen more than talk.
  3. TODO — document the call notes, log any risk signals in the at-risk tracker, schedule any follow-ups inside 7 days.

Definition of done

Section titled “Definition of done”

TODO — every active client has a confirmed monthly call on the calendar, no client goes 6 weeks without contact, at-risk tracker reviewed weekly by the Sales Director.