Hospital Information Step 1 of 3 Client Retrospective: Lost Client ReviewPlease complete and submit this form within one calendar week after the client has been added to the downgrade or cancellation checklist. Client relationships are dynamic and complex, and even the most successful partnerships can sometimes come to an end. While client attrition is an inevitable part of business, each lost account presents a valuable opportunity for reflection and growth. This retrospective aims to guide you through a thoughtful examination of your recent client relationship, encouraging you to identify both areas of success and areas where improvement is possible. We understand that client losses can be multifaceted, with factors ranging from financial concerns and unforeseen circumstances such as private sale to challenges within the client-consultant relationship itself. The purpose of this form is not to assign blame, but rather to cultivate a culture of continuous learning and improvement. Through this process, we encourage you to delve deeply into the dynamics of the relationship, considering your own communication style, the client’s unique needs and expectations, overall project management and execution, and any other factors you feel are relevant. We believe that honest self-reflection, coupled with open communication and a willingness to learn from both successes and setbacks, will ultimately strengthen our client relationships and contribute to your long-term success as a trusted advisor.Please select your name:(Required)Please select your name:Ali MachucaSeb AoudiaNoelle SpayerSofia BralyBrian WeedJessica StrohmHospital Name(Required) Services Agreement Step 2 of 3 Background InformationWas this client marked ‘At Risk’ on the Active Clients Tracker?(Required) Yes No Was the client leveraging all of our best practices including: reminder platform, free first exam, Google Ads, iVET360 website, loyalty program, referral program, targeted promotional offers, completed and claimed local listings, TU/TD or other review generation tools, Google Posts or Offers?(Required) Yes No Was the client reliably attending monthly calls?(Required) Yes No Was the practice owner engaged in the relationship and attending calls?(Required) Yes No Was the client on camera during monthly calls?(Required) Yes No Payment Info Step 3 of 3 Client RetrospectiveWere you surprised that this client canceled or downgraded service? Why or why not?(Required)Describe the initial goals and objectives of this client relationship. Were these goals clearly defined and mutually agreed upon?(Required)How would you characterize the overall communication style and frequency throughout the relationship?(Required)Did you feel that the client was a true partner in the relationship, or did you encounter any instances of micromanagement, conflict, or unrealistic expectations? If so, how did you navigate these situations?(Required)What were your biggest successes in managing this client relationship? What specific actions or strategies contributed to these successes?(Required)Looking back, are there any aspects of your approach or communication style that you believe could have been improved? Please provide specific examples.(Required)Were there any instances where you felt you could have been more assertive or proactive in addressing potential issues?(Required)How did this experience impact your understanding of client management and consulting best practices?(Required)What key learnings can be drawn from this experience that can be applied to future client relationships?(Required)Are there any specific training or development opportunities that you believe would be beneficial for you or other marketing managers based on this experience?(Required)Are there any other notes you would like to provide regarding this relationship?(Required) Return to Form List