Work that rises above the noise.

The clients weren't unhappy. The accounts were just... quietly leaving. I was at a quarterly check-in with a 45-person F&B business in KL. Good brand, strong product, growing reputation. He looked genuinely puzzled. "We're getting good feedback. Clients seem satisfied. But we keep losing accounts after three or four months." I asked about the team. He talked about the product. I asked again. Turns out, one person on the account management team was exceptional. Responsive, proactive, remembered every client's preferences. The others? They improvised. Every client had a slightly different experience depending on who was handling them that week. The clients who left didn't leave because of the product. They left because the brilliant version of the service only existed when that one person showed up. We spent the next two months helping the owner build service standards. Not scripts, but clear expectations: what good looks like, how issues get escalated, what a client check-in should cover. Three months later, the account retention rate had stabilised. Your best person shouldn't be your only system. Because systems scale. People leave.