Keep the customer

Lens

How Sidekick reads these meetings when you walk this route.

A customer rarely says they are leaving; they say "fine". Inquiry 4+ means follow-ups until a real risk or need came out, past "fine". Composure 4+ means an escalation taken with an apology, a short factual explanation and a fix with a date; blaming others or arguing the facts is Composure 1. Closing 4+ means both sides leave with a dated next step. Asking what would make them renew is a good habit, not a score.

Path

Milestones tick themselves as your meetings meet them, in order.

1. 1
   Find the real issue in 3 customer reviewsScore 4+ out of 5 on Inquiry in 3 status meetings, 1:1s, or briefingsskill:inquiry >= 4 x3 kind:status|one_on_one|briefing
2. 2
   An escalation owned calmlyA Great composure moment in status meetings or 1:1smoments:great x1 skill:composure kind:status|one_on_one
3. 3
   Three reviews closed with next steps both waysScore 4+ out of 5 on Closing in 3 status meetings or briefingsskill:closing >= 4 x3 kind:status|briefing
4. 4
   Five commitments to customers kept on time5 commitments closed on timecommitments:ontime x5
5. 5
   Composure ProficientComposure level 60 (Proficient)level:composure >= 60

Focus tracks

Each one becomes a skill with its own level once you walk the route; unrated until then.

Achievements

• Past "fine"Five reviews where you followed up until the real risk or need came outskill:inquiry >= 4 x5 kind:status|one_on_one|briefing
• Owned itThree escalations owned without blame, with a fix and a datemoments:great x3 skill:composure kind:status|one_on_one
• Both waysFive reviews that ended with next steps on both sidesskill:closing >= 4 x5 kind:status|briefing
• In their wordsFive reviews said in their numbers and namesskill:clarity >= 4 x5 kind:status|briefing
• Kept every promiseTen customer commitments done on timecommitments:ontime x10

Drills

Lines to practice your answer to, before the meeting where someone says them.