Type: Long-standing recurring client · Ongoing
Tools: Klaviyo · Asana · WIP Status Document
Status: Still active — client retained
The situation
Dr. Wolff is a long-standing recurring Flowstate client. The relationship is strong, but internal sign-off processes created a consistent pattern where delivery momentum stalled while waiting on client feedback or approvals — creating a recurring risk of under-delivering on the month through no fault of the delivery team.
The challenge
- Approval delays were a recurring pattern — not isolated incidents
- Waiting on sign-off slowed delivery and risked missing monthly delivery targets
- Repeated chasing without structure risks damaging even a strong relationship
- Scope had been static at Email Management with minimal space for upsell conversations
What I did
- Implemented a structured follow-up cadence per SOP CS-002a (Re-Engage a Disengaged Client) — consistent touchpoints that moved approvals without becoming adversarial
- Shifted team to work ahead: prepared next steps in parallel so no time was lost the moment sign-off came through
- Introduced proactive recommendations into every communication — giving the client value even during delays
- Reframed all follow-ups around the client's goals, not internal deadlines
- Set up Asana tasks assigned directly to the client contact with single-source approval process
Outcome
Dr. Wolff remains an active, long-standing Flowstate client. Delivery continued, value was consistently demonstrated, and the relationship deepened through structured proactive account management.