Understand what each relationship needs to work well.
Review customers using more than their invoice totals. Consider delivery time, support needs, payment history, repeat work, and whether the agreed scope still fits the relationship.
A demanding account may need clearer expectations, different pricing, or a better process. Check for problems in your own service before deciding how to change the arrangement. Use evidence and discuss changes respectfully.
Questions worth reviewing.
Cost to serve
Include recurring support, revisions, travel, and administrative work in the review.
Scope and expectations
Compare the current work with the agreement and the customer’s understanding of it.
Retention and feedback
Look for unresolved issues, changing needs, and reasons customers choose to stay or leave.
Payment and fit
Review payment patterns and whether the service is still appropriate for the customer.
Request The Customer Audit.
Your request goes to the Caboodle team. Please leave out private financial or customer records.
Choose what to change first.
Review a representative sample
Include different account sizes and service needs.
Choose the right adjustment
Consider clearer scope, service improvements, pricing changes, or a planned transition.
Follow through with the customer
Explain agreed changes and set a date to check how they are working.