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A long-term client almost left after we missed a renewal date and sent inconsistent follow-ups. We reviewed the relationship record and found scattered notes, unclear ownership, and no reminder for the renewal window. The team created one plain record per client with a named owner, last contact date, commitments, and next action. We scheduled a candid conversation, acknowledged the miss, and agreed on a recovery plan with weekly updates. Within six weeks, response times improved, open issues closed, and the client agreed to a new term. The key lesson was that trust returned through predictable follow-through, not a dramatic gesture. This case study shares the record fields we used, the meeting agenda, the email wording, and the review cadence. It also shows what we would change earlier to prevent the problem from happening again.
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