Section 9
Client Delivery System
Six pillars that turn one-time projects into long-term retainers.
Process
Every recurring task has a checklist. Every checklist has an owner. Nothing depends on memory.
Communication
Weekly Loom + written status. Monthly review call. Slack only for urgent items.
Reporting
Outcomes first. Activity second. Tie every metric to the client's north-star goal.
Reviews
Quarterly business reviews to renew strategy, scope, and pricing.
Milestones
Celebrate wins publicly with the client. Anchor renewals to delivered outcomes.
Retention
The best retention move is a clear next 90-day plan, delivered before renewal day.