Internal Memo: Analysis of Recent Client Departures

To: Executive Committee, Austin Office
From: Olivia, Senior Sales Manager
Date: October 14
Subject: Review of Lost Accounts in Q3

Over the past three months, our Austin branch has experienced an unexpected drop in revenue. We lost three major accounts: Delta Systems, Meridian Corp, and Cascade Logistics. We must examine what happened to ensure this doesn't happen again.

Looking at Delta Systems, they decided to switch suppliers suddenly. They can't have left because of our product quality, because they loved our software. However, looking at the ledger, we can see a serious discrepancy in their recent transactions and cash flow.

As for Meridian Corp, they were a key client for over five years. They might have been poached by our main rival in Denver, who offered to undercut our fees by twenty percent. Even so, our team should have noticed the warning signs months ago.

Cascade Logistics is our third lost account. They didn't leave any explanation in their exit interview, but their customer churn rate with us was zero until this year. Something must have gone wrong with their monthly account review.

When we check the bank statements and reconcile the ledgers, we find that all three clients had one big thing in common. They were all handled by the same relationship manager, Tyler, who resigned back in May without tying up any loose ends.

Nobody took over Tyler's accounts when he left. The team page still showed his name, and the org chart was never updated. The clients drifted away in total silence because our internal bottleneck stopped anyone from noticing.

We can't undo what's already done, but we must win back at least two of these clients before the end of the quarter. I'll meet with Taylor tomorrow morning to discuss how we can reconcile relations and fix our internal processes.

Read again and choose the right answer

Why did Olivia write this internal memo?

• To announce a new product launch in Austin
• To analyze three lost client accounts in Q3
• To promote Tyler to senior sales manager

What did Delta Systems and the other lost clients have in common?

• They were all managed by Tyler, who left in May.
• They all moved their headquarters to London.
• They refused to pay their bank statements.

Why didn't anyone notice the clients leaving?

• Because the company was bankrupt and closed.
• Because Tyler took all the computers with him.
• Because nobody took over Tyler's accounts and an internal bottleneck kept the team blind.

What does Olivia plan to do next with Taylor?

• Fire Taylor for losing the ledger.
• Discuss how to win back the clients and fix internal processes.
• Travel to Denver to meet the rival company.

Sources: photo by RDNE Stock project on Pexels