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
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
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 |
Mark to add the $250 charge to Adava Care's next monthly bill as a one-time line item.
To further solidify the relationship, Mark offered to meet Hirosh in person.
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.