| name | account-health-review |
| description | Use when you need to assess whether a client account is healthy, at risk, or slipping — before renewal, after a rough patch, or on a regular cadence — and decide what to do about it. |
Account Health Review
Run this on a fixed cadence for every live account, and again after any bump —
a missed deadline, a tense call, a delayed invoice. Its purpose is to catch a
declining relationship while it can still be repaired, not to explain a
non-renewal after it lands.
Steps
- Pull the facts first. Scope status, budget spent versus scoped, deadlines
hit versus missed, open Tasks, and time since the last real conversation.
Numbers before feelings.
- Score three dimensions. Rate each green / yellow / red, with one line of
evidence: Delivery (are we shipping what we promised, on time), Commercial
(is the account profitable and paid up), Relationship (does the client trust
us and answer our calls).
- Name the trend, not just the state. A green account sliding toward yellow
matters more than a stable yellow. Compare against the last review.
- Find the one thing. Identify the single biggest risk to renewal. Resist
listing ten; fix the one that moves the others.
- Write the action. One owner, one date, one concrete step for the top risk —
and escalate to the account director now if it is commercial or above your line.
- Decide the client conversation. Does this need a proactive call this week,
or is a status note enough? Say which, and who makes it.
Quality bar
- Every rating carries evidence a colleague could verify.
- The trend is stated explicitly, not implied.
- The top risk has exactly one owner and one dated action — not a committee.
- Nothing red is left without either an action or an escalation.
Output format
ACCOUNT: <name> REVIEW DATE: <date> PRIOR: <green/yellow/red>
DELIVERY: <green/yellow/red> — <evidence>
COMMERCIAL: <green/yellow/red> — <evidence>
RELATIONSHIP: <green/yellow/red> — <evidence>
TREND: <improving / stable / declining> vs last review
TOP RISK: <one sentence>
ACTION: <step> — owner <name>, by <date>
CLIENT CONTACT: <proactive call | status note> — <who>
