Communication, Service Recovery, and Soft Skills

Communication is human, and humans have preferences. The information below serves as the Standard Operating Procedure (SOP) for Launch Industries to ensure consistency, documentation, and efficiency. However, if you align on a different strategy or communication rhythm with a specific team member or client that works better for that relationship, that is acceptable—provided the work gets done and key decisions are documented.

5.1 Internal Communications Cadence & Tool Standards

• ClickUp: For all project-specific updates and questions. If it is about the work, it lives here.
• Slack: For quick, internal team syncs, “mothership” updates, etc. Generally when you are deciding between ClickUp and Slack: ClickUp is best if it is about a specific project, and Slack is best for non-project specific items or general chatter.
• Zoom: For face-to-face remote work and check-in meetings with the Launch Team and clients. Zoom has the benefit of Fathom AI joining the meetings to record and transcribe them automatically, as well as automatic timecard entries, so we generally suggest Zoom over phone calls.
• Voxer: Voxer is ideal for quick-voice communications with our internal team. Use Voxer liberally when voice is better than written text, especially for asking clarifying questions, explaining anything complex, etc. However, anything that needs documenting (such as a task request), needs to be added to Clickup.
• Phone: Call if you have something time-sensitive that cannot wait, or due to client preference. Document task outcomes in ClickUp; log call in Nutshell.
• Text: As a general rule of thumb, avoid texting other Launch team members to protect people’s personal space. Keep communications in ClickUp, Slack, email, etc. If you need to send an occasional text to direct their attention to one of the other communications channels, that’s OK, just don’t make it a regular event. (e.g., “Hey Monica, can you please check your Slack when you get a chance?”). However, if two team members have directly established with one another that they prefer text, then this is perfectly acceptable.
• Fellow: For structuring 1:1s and client meetings. Ensure action items in Fellow sync to ClickUp.

5.2 External Communication Strategy by Client Type

For Direct Clients, a "one size fits all" communication strategy fails because their billing models dictate their expectations. The CSM and PM must align on the cadence during onboarding.

A. The "Hourly Flex" Client Strategy

• The Dynamic: These clients pay for every minute. They value efficiency over ceremony. Over-communicating via Zoom can be perceived as "churning the bill," while under-communicating creates anxiety about what they are paying for.
• Recommended Cadence:

• Weekly "No-Update" Update (Email/Slack): Even if no major milestones were hit, send a 3-bullet email on Friday. “Here is what we moved forward this week, and here is the focus for next week.” Silence breeds suspicion.
• Bi-Weekly or Monthly Sync (Zoom): Keep these short (25 mins or 50 mins). Use them for decision-making. Stop billing as soon as the meeting wraps.
• Asynchronous Updates: Use ZoomClips to demo completed work (e.g., walking through a new webpage). This allows the client to watch on their own time and saves billable meeting hours.

B. The "Retainer / Flat Rate" Client Strategy

• The Dynamic: These clients pay for outcomes and peace of mind. They need to feel the "Launch Presence" regularly to ensure they perceive value, even during quiet weeks.
• Recommended Cadence:

• Weekly Status Report (Email/ClickUp): Mandatory. Must highlight value delivered, not just tasks completed. This recurring action item should be set up in ClickUp.
• Bi-Weekly Strategy Call (Zoom): These should be 45-60 minutes. Use this time to look ahead (Strategic) rather than just looking back (Tactical).
• Quarterly Business Review (QBR): Led by the CSM. A high-level review of goals, ROI, and next quarter's roadmap. Quarterly review tasks should be set up in ClickUp; use Quarterly Review Protocol document for guidance.

5.3 The "No-Update" Update Protocol

One of the biggest drivers of client dissatisfaction is silence. If a project is in a waiting phase (e.g., waiting for the state to approve a license), you must still communicate.

• The Script: "Hi [Client], just a quick note to let you know we are still monitoring the [Agency] portal for your license approval. No movement yet, but we check daily. Hope you have a great weekend!"
• The "Why": This tells the client, "We haven't forgotten you," without requiring them to chase you.

5.4 Service Recovery Protocol: When Things Go Wrong

Mistakes happen (balls are dropped). The difference between a lost client and a loyal client is often how you handle the failure. We call this the Service Recovery Paradox: a client whose problem is resolved effectively is often more loyal than one who never had a problem.

The Protocol:

1. Acknowledge Immediately: Do not hide the error. Inform the client before they find it themselves. "I wanted to let you know we missed the filing deadline for X."
2. Own It (No Excuses): Do not blame the software or a subcontractor. Use "We" language. "We dropped the ball on this."
3. The Fix: Present the solution immediately. "We have already contacted the agency to request an extension/waiver."
4. The Diagnosis: Briefly explain how you will prevent it from happening again (e.g., "We have added a new checklist step in ClickUp"). This rebuilds trust.

5.5 Client Ghosting Protocol

Client silence can mean very different things depending on whether work is actively underway or a client is currently inactive. This protocol establishes two engagement pathways to ensure our follow-up approach is appropriate, respectful, and aligned with the client’s current level of engagement—while still maintaining operational clarity and fiscal responsibility.

Our responsibility is to re-establish connection when needed, clarify priorities, and protect both the client relationship and Launch’s time and billing integrity.

Policy Overview: Two Engagement Pathways

Before initiating follow-up, the Project Manager or Client Success Manager must determine which pathway applies:

• ***Pathway A: Inactive Clients****** ****Clients with* ***no active projects, deliverables, or pending approvals*** *underway.** *
• ***Pathway B: Active Engagement Clients****** ****Clients with* ***live work in progress****, open approvals, time-sensitive deliverables, or dependencies that block progress.*

Each pathway has a different cadence, tone, and escalation threshold.

Pathway A: Inactive Client Follow-Up (Light-Touch, Preference-Driven)

Purpose:**
**Maintain relationship continuity without overwhelming the client or generating unnecessary billable activity. The goal is alignment—not urgency.

Guiding Principles:

• Assume positive intent and shifting priorities.
• Minimize frequency and channel overlap.
• Explicitly invite the client to define how and when they would like future check-ins.

Policy:**
**Inactive clients are not considered “unresponsive” unless at least one light-touch Full Communications Round has been completed over a longer-time horizon.

Inactive Client Full Communications Round (Simplified):

• Email (Primary Channel):**
  **Send a warm, non-urgent check-in email.

  Script:**
  *“Hi [Name], just checking in to see how things are going on your end. There’s nothing urgent from us—I simply wanted to stay connected and see if there’s anything you anticipate needing support within the coming weeks or months. If you’d like to check-in by email, that’s great - however you’re also welcome to schedule a call/consultation here [add your Calendly Link] if you have some upcoming projects on the horizon that you’d like to check-in about.”

• Optional Follow-Up**
  **A single text or brief call is OK if it feels appropriate to the situation

Inactive Client Timeline:

• 30–45 Days of Silence (“Relationship Check-In”):**
  **Reply to the original thread or send a new message focused on connection.

• 60 Days (“Preference Reset”):**
  **Explicitly ask how the client would like to stay in touch.

  Script:**
  *“I want to be respectful of your time—would you prefer quarterly check-ins, ad hoc outreach only when something changes, or no proactive follow-ups unless you reach out?”

• 90 Days (Account “parked” by marking the file as “inactive” – CSM Action):**
  **Internally park the file by marking the client as inactive. No further outreach unless initiated by the client or triggered by a known upcoming need. Note: there may be exceptions to this, such as becoming aware that the client’s business license is expiring, including the client on outreach during tax time or end-of-year compliance items (such as necessary Employee Handbook updates), etc.

• 30 Days before the Annual Account Maintenance Fee is supposed to renew, please email the client and let them know their Annual Account Maintenance Fee is set to auto-renew and provide the renewal date, a link to the Stripe portal where they can login to cancel if they would like. Do not automatically shut-off renewals.

• **1 full year of inactivity**: We are not in business to charge clients for no good reason, thus, once their “Annual Client Maintenance Fee renews”, they have entered their final time period where we will allow an account to sit inactive prior to us permanently closing their account. 30 days before THIS action occurs, we should let them know that as a courtesy, we have closed their account to avoid them accruing unnecessary business expenses, and invite them to reapply as a client if their needs change. Then, sign into Stripe, locate the client account, and cancel their subscription. Note that if the client does get back in touch, we may be able to cancel the cancellation (TBD, we haven’t tried this yet\!)

• Please don’t use language of the account being “CLOSED” if it is “INACTIVE”

Pathway B: Active Engagement Client Ghosting (Structured, Time-Bound)

Purpose:**
**Re-establish momentum, unblock work, and prevent budget erosion or timeline drift when deliverables or decisions are pending.

Guiding Principles:

• Be clear, direct, and human.
• Use multiple channels intentionally.
• Escalate thoughtfully and transparently.

Policy: The “Full Communications Round”

An actively engaged client is not considered “unresponsive” until a Project Manager has completed at least two Full Communications Rounds, documented in the project record.

A Full Communications Round Consists of:

• Email:**
  **Clear, contextual, and action-oriented. Reference the specific blocker or approval needed.

• Text:**
  *“Hi [Name], I just sent you an email regarding [X]. I’ll give you a call in about 10 minutes in case it’s easier to connect live.”

• Phone Call:**
  **Call at the stated time. If unanswered, leave a concise voicemail referencing the email and next steps.

• Text:**
  **“Hi [Name], just left you a voicemail—please take a look when you have a moment and give me a call back.”

Active Engagement Ghosting Timeline:

• Day 3 of Silence (The Friendly Nudge):**
  *Reply to the original email/thread.
  “Just bumping this in case it got buried—this will help us keep things moving smoothly.”

• Day 6 (The Human Check-In – Full Round 1):

Check in on Nutshell, and in Harvest to see if anyone else has talked to the client. Post a message on the client channel in Slack for others who are on the account to inquire.

• Day 7 After 24 hours and no indicated communication with other team members, email the client. Change the subject line to “Checking in” or “Everything okay?”**

  ---

  Script:
  *“Hi [Name], I haven’t heard back on [item] and just wanted to check in. Hope all is well on your end—no pressure, just want to make sure this still aligns with your priorities.”

• Day 14 (Full Round 2):**
  **Repeat the Email / Text / Call / Text cycle.

• Day 17 (Operational Pause – PM Action):**
  **If progress is blocked, pause execution to preserve budget and clarity.

  Script:**
  *“Since we’re currently blocked on [approval], I’m going to pause active work so we’re being mindful of your budget and our shared time. We can resume as soon as you’re ready.”

• Day 21 (Park the project – CSM Action):**
  **This is a clarity-setting step, not a punitive one.

  Script:**
  **“Hi [Name], I haven’t heard back, so I’m assuming this project may not be a priority right now. I’m going to place it on hold for now so we’re not adding unnecessary noise. Please reach out anytime if you’d like to re-engage—I’m here to help.”

5.6 The "Teach-Back" (Professional Development)

This is the core of the 10% PD allocation.

• The Process:

• Learn: Spend time deep-diving into a topic (e.g., "New HR Rules for WA State").
• Synthesize: Create a one-page cheat sheet or a ClickUp Doc template.
• Teach: Present it at the next team meeting. "Here is what I learned, and here is how our clients can benefit from it, here’s how we can benefit from it."

5.7 Crisis Communication

• System Outages: If a key tool (like QBO or ClickUp) goes down, communicate proactively using pre-written templates. Do not wait for the client to ask why they can't access their dashboard.