Client Alignment — Didion (2026-03-11)

Overview

During the ^[1], Melissa flagged a growing alignment issue with the Didion client: the client is overworked and has been completing tasks that should be handled by the Asymmetric team. The relationship is considered healthy overall, but the workflow friction is creating delays and scope confusion.

Problem

The client is taking on work that falls within the team's scope — including recruitment tasks. The pattern is:

1. Melissa sends materials or requests input from the client.
2. The client goes quiet due to being overloaded.
3. By the time the client responds, the work is outdated or already resolved on their end (e.g., job positions filled before recruitment content was approved).

This creates wasted effort and misalignment on active deliverables.

"She's doing a lot that she shouldn't be doing. We should be doing it for her."
— Mark Hope

"I think she's just overworked. So I'll send her some stuff and then I don't hear from her. And then all of a sudden it's like, oh, well, that's kind of outdated."
— Melissa Cusumano

Assessment

• The relationship itself is in good standing — no churn risk flagged.
• The issue is operational: unclear handoffs and a client who defaults to doing things herself rather than waiting on the team.
• ClientBrain sentiment data was not specifically pulled for Didion in this call, but the tone of the discussion suggests a mid-range health score.

Action Items

Next Steps

The in-person meeting is intended to:
- Rebuild a clearer working rhythm and set expectations around response times.
- Clarify which tasks belong to the Asymmetric team vs. the client.
- Reduce the pattern of the client filling gaps that the team should own.

Related

• ^[2]
• ^[3]