Purpose
Reduce early client churn with a structured 4-week authority transfer: deep client alignment, communication mapping, proactive service positioning, controlled transfer from Director to PM, and installation of the PM as Scale Pilot Owner.
Scope
All new Scale Pilot clients entering Weekly Strategy cadence.
Trigger
Starts immediately after contract execution, client onboarding call scheduled, and Weekly Strategy cadence established.
Roles
Director of Operations — models Weeks 1–2
- SPM — present all 4 weeks; coach + evaluate
- PM — future Scale Pilot Owner
Note: CVA’s live task system is Worklenz. Source stores communication prefs in Client Snapshot / hubtasks custom fields keep those fields as written; do not send VAs hunting ClickUp.
Week 1 — Discovery & Communication Mapping
Owner: Director (Lead), PM (Execute Recap), SPM (Document)
Deep discovery (Director)
Ask: What is draining your time weekly? What feels disorganized? What is costing you money? What is not working? If we fix one thing in 30 days, what should it be?
Communication preferences (PM, mandatory)
Record Y/N: morning update, midday check-in, EOD summary, include time tracking; plus preferred platform. Store in Client Snapshot and hubtasks custom field.
Post-meeting
PM: send recap email; begin daily cadence if requested
- SPM: debrief PM within 24 hours
Week 2 — Guided Participation & Visible Win
Owner: Director (Lead), PM (Partial Lead), SPM (Coach)
At least one tangible improvement by end of Week 2 (examples: workflow automation, hiring system, social campaign, SOP, reporting dashboard)
- PM leads meeting segments: metrics, task recap, risks, at least one relevant CVA service
- Daily communication executed by PM; SPM reviews tone/structure if needed
Week 3 — PM Leads Strategy Meeting
Owner: PM (Lead), SPM (Evaluate), Director (Silent)
PM sets agenda: open, confirm weekly objectives, review progress, suggest 1 efficiency improvement, 1 revenue opportunity, 1 system enhancement.
SPM scores: confidence, clarity, meeting control, service positioning, communication ownership.
Week 4 — Full Ownership & Certification
Owner: PM (Lead), SPM (Certify). Director does not lead.
Confirm: client communicates directly with PM; cadence stable; visible progress documented; client acknowledges improvement.
SPM certifies: service fluency, communication ownership, no client bypass. If not achieved, extend HANDOFF 2 additional weeks.
Scale Pilot communication policy
Assigned PM owns all client communication. If the client contacts Director, SPM, or any other team member, respond: “Looping in [PM Name], your project lead.” No direct resolution without PM included. Log all communication in hubtasks.
Required retention checkpoints (by Day 30)
PM documents: top 3 pain points; top 3 improvements delivered; minimum 1 service recommendation per week; communication profile completed; first visible win by Week 2. SPM verifies before certification.
Failure conditions (extend HANDOFF)
Client bypasses PM; no proactive suggestions; inconsistent communication; no visible improvement; client expresses confusion.
Success metric
PM recognized as primary leader; client understands CVA service scope; communication structured and predictable; measurable operational progress; reduced churn risk in first 60 days.
60-day follow-up
Owner: PM and SPM. Discuss satisfaction, review improvements, address concerns, solicit feedback, plan adjustments.
90-day follow-up
Owner: PM and SPM. Evaluate ongoing satisfaction, confirm continued improvement, address outstanding concerns, request enhancement feedback, formulate long-term strategy.
Source: SweetProcess DOCX export (Drive pack). Migrated to Eniston category Allied. Do not treat as dual source of truth with SweetProcess.