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Rhythm Triggers

Sixteen moments. Four families. One simple rule: act on the trigger, not the calendar.

Relationship

New stakeholder

Someone joins or moves in the client. Make contact inside two weeks.

Quiet for 30 days

No substantive contact in a month. Pick up the phone, no agenda.

Personal milestone

Promotion, move, anniversary in role. Mark it, briefly and warmly.

External press

They appear in the trade press. Read it, react to it, reference it.

Commercial

+/-£100k swing

Spend moves materially in either direction. Surface it before they do.

End of contract window

60 days out from any renewal. Open the conversation early.

New budget cycle

Their financial year turns. Be in the room before priorities are set.

Competitor mention

They name another supplier. Find out what good looks like over there.

Delivery

Matter goes live

First two weeks of any placement. Check in proactively, both sides.

Matter closes

Within five days of completion. Capture what worked and what did not.

Slip or escalation

Anything off-plan. Owned response inside 24 hours, no exceptions.

Repeat ask

They ask for the same thing twice. There is a pattern; name it.

Feedback

Hero moment

A line worth keeping. Capture verbatim, ask permission, deploy within 30 days.

Score below 7

Any feedback score that drops. Follow up inside one week with a named action.

Unprompted thanks

They reach out to say something worked. Bank it; bring it to the next QBR.

Pattern across clients

The third time you hear it, it is not an outlier. Tell the team.

The £100k script — when spend moves materially, you go first

"I noticed the spend has moved by about £100k this quarter compared with last. I wanted to get ahead of it rather than wait for you to raise it. Can we take fifteen minutes to talk about what is driving that — whether it is something we have done, something that has changed at your end, or something we should be planning for? I would rather have an awkward conversation now than a surprised one later."