Client Retention & Domain Rating Upsell — 2025-10-08
Overview
During a check-in call on October 8, 2025, Melissa Cusumano briefed Mark Hope on a client retention concern at Adava Care: the client contact Hirosh had expressed unease following Egan's departure from day-to-day operations. Melissa reassured Hirosh on the call and also successfully upsold a $250 domain rating improvement service. An in-person meeting between Mark and Hirosh is being planned for the week of October 20th.
Source meeting: Check-In Call w/ Melissa Cusumano — 2025-10-08
Retention Concern: Egan Departure
Hirosh (Adava Care's primary contact) disclosed that he originally came to Asymmetric because of Egan. When Melissa informed him that Egan is no longer involved in day-to-day operations (though still an owner), Hirosh expressed concern.
Melissa's response:
- Reassured Hirosh that the team, services, and quality of work remain unchanged
- Highlighted Mark's background (years of industry experience, started at Coca-Cola) to build confidence
- Noted that she has a strong working relationship with Hirosh's marketing person
Assessment: Hirosh was "a little surprised" but not hostile. Risk appears manageable with proactive relationship-building. Mark agreed the in-person meeting is a priority.
"He's never met you from Adam… I do think it will just be beneficial for you to either have a one-on-one, or come be in the next meetup." — Melissa Cusumano
Upsell: Domain Rating Improvement Service
Melissa upsold Hirosh on a $250 one-time domain rating improvement service during their conversation.
| Detail | Value |
|---|---|
| Cost | $250 (one-time) |
| Current domain rating | 2 |
| Target domain rating | 40+ |
| Timeline | Within 30 days |
| Guarantee | Rating stays above 40 for one year; provider will push it back up if it drops |
Why It Matters
- Adava Care's current DR of 2 means Google has low confidence in the site
- Blog content being published is not getting indexed effectively
- Raising DR above 40 will allow content to rank and organic traffic to grow
- Provider has a 10-year relationship with Mark; previously sold backlinks, now offers DR improvement as a managed service
Billing
Mark to add the $250 charge to Adava Care's next monthly bill as a one-time line item.
Planned In-Person Meeting with Hirosh
To further solidify the relationship, Mark offered to meet Hirosh in person.
- Location: Milwaukee area (Hirosh's location)
- Format: Lunch or in-person meeting
- Target date: Week of October 20th, possibly October 22nd
- Logistics: Melissa and Mark may drive out together in the morning
Melissa will coordinate scheduling. The meeting is also seen as an opportunity to identify additional upsell opportunities, as Adava Care has been receiving expanded services.
Key Decisions
- ✅ Mark will meet Hirosh in person — Melissa to arrange
- ✅ $250 domain rating service approved and sold — Mark to bill next cycle
- ✅ In-person meeting targeted for October 22nd (week of the 20th)
Action Items
- [ ] Melissa — Schedule in-person lunch/meeting with Hirosh in Milwaukee area; target week of Oct 20th, aim for Oct 22nd
- [ ] Mark — Add $250 domain rating improvement charge (one-time) to Adava Care's next bill
Related
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