wiki/clients/current/ahs/2026-02-20-at-risk-status.md · 429 words · 2026-02-20
At-Risk Status — Video Delivery & Email Timing Issues
Overview
As of February 20, 2026, Advanced Health & Safety is considered at risk of churn following two critical service failures that occurred in close succession. Both failures are attributed to account manager Sebastian's performance issues. The client relationship is salvageable given an existing strong rapport with contacts Gina and Bob, but requires immediate remediation.
Incident 1: Video Delivery — 4-Month Delay
- Paid: October 2025
- Delivered: February 2026 (editing completed February 19, 2026)
- What happened: The video shoot occurred in October 2025. The edited video was not delivered to the client for approximately four months. The client reached out directly to Mark Hope at 9 PM on February 19 to report they had never received the deliverable.
- ClickUp status at time of complaint: Task was marked "in client review" — indicating Sebastian had logged it as sent when it had not been delivered.
- Root cause: Account manager error; task was not followed through to actual client delivery.
- What happened: A promotional email for a mold training course was sent to the client's list on the morning of the training event itself, rather than the day before.
- Impact: No attendees signed up. The client emailed Mark Hope at 6 AM on February 20 to report the issue, attaching the email as evidence.
- Root cause: Sebastian set up an automation in ClickUp incorrectly, resulting in the wrong send date. Communication breakdown — no one verified the send timing before it executed.
Client Relationship Context
- Key contacts: Gina and Bob
- Relationship quality: Historically strong; Mark Hope has a good personal rapport with Bob. The company has delivered quality work for this client in the past.
- Churn risk: Elevated. Mark's financial modeling as of this date assumes Advanced Health & Safety may leave (used as a pessimistic-case scenario in revenue projections).
- Video was sent to the client on February 19 immediately after the issue was surfaced.
- A thank-you card is being printed at Inkworks; Melissa Cusumano will pick it up and deliver it in person (or hand off to Mark) to Gina and Bob as a goodwill gesture.
- Melissa will follow up directly with the client to assess relationship health.
- Sebastian is being placed on a strict performance plan; Advanced Health & Safety is cited as a contributing factor. See [1].