Known
The Rescue
Run it when: a client’s Score drops, or Client health flags drift.
Churn arrives as a surprise email when nobody reads the signals. The rescue starts by finding which rung broke, and who or what broke it.
The signal
A Score move outside its range, a rival change, approvals slowing, meetings missed.
What the client seesThe cause named, and the recovery.
The re-readWithin a month, then quarterly.
The play, step by step.
It starts with a Score read and ends with a re-read.
- Read the moments that moved and the rung where each broke.
- Find the cause: a rival’s new page, a wrong fact spreading, a source that changed, or the work itself.
- Tell the client before they tell you, with the cause named.
- Run that rung’s play.
- Re-read early, and show the recovery.
The playbooks it needs
The how-tos inside it
The trap
Reacting to the total. A move inside the range proves nothing on its own.