The Client Recovery SOP For Agencies

I have lost three accounts to silence and one to a Slack message I should have made a phone call. This is the SOP I built after the fact: 10 conversation stages, 100 scripted lines, 6 ready-to-send templates, a severity routing matrix, and the channel-by-channel rules for when Slack works, when Loom backfires, and when only a phone call will save the account.

• 10 recovery stages, 100 scripted opener and closer lines in agency-owner voice, copy and ship
• Severity routing matrix: Tier 1, 2, 3. Channel, response window, follow-up rule, check-in cadence
• 6 ready-to-send templates: missed deadline, below-quality work, scope creep, blown launch, more