The Promise Kept · Breakpoint Review
Executive Intelligence Report
Prepared for the CEO · Confidential
The promise
Sales sells a dedicated project lead and a weekly update on every job over $40,000.
What the customer got
Updates when they called. A different person each time. Two of the last nine large customers asked for money back.
Where it broke
At the signed contract. Sales closes the deal and books the start date. Nobody is assigned as project lead until the crew shows up. The weekly update has no owner, so it doesn't happen.
Who owns it
Today, nobody. The decision that let it happen: the lead role was cut from the operations budget last spring, and sales was never told.
What it's costing
Documented: $61,000 in credits and redo work over two quarters.
At risk: the referrals and repeat jobs these customers would have brought. A range sits in the full report, with what the records prove kept apart from what's estimated.
Return on Time (ROT): 9 hours a week of owner and manager time on calls that start with "where are we?"
The decision in front of you
Put the project lead back on every job over $40,000, or stop selling it.
First fix
Assign the lead at signing, not at the start date. One name on the contract, one update every Friday, and the owner sees the list.