The Log
Session Recaps
Every conversation, every decision, every action — captured.
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Key Decisions
- ›Point A confirmed — 77 active VAs, 44 clients, 77 subs (1.75 per client), 14 VIPs holding 2+ subscriptions
- ›Bench: 8 vetted candidates ready (6 experienced / 2 entry) — paid-but-unplaced inventory
- ›Skill mix: L1 = 5 · L2 = 44 · L3 = 29 — heavy weight in experienced and tenured talent
- ›YTD 2026: 26 sold · 11 churned · +15 net — churn down 63% vs. 2025, behind pace by 8
- ›Ideal Client locked: $1M+ revenue, 5–7 FTE + owner, named POC/GM, preferred AMS (EZLynx, HawkSoft, AMS360, Applied Epic, Momentum), P&C book
- ›Worst-fit excluded: sub-$300k operators, 'easy button' buyers, heavy commercial/trucking, no internal buffer
- ›Pricing tiers approved — M2M $2,800 · Annual $2,400 · Quarterly Prepay $2,200 (cash funds lead gen)
- ›Customer journey codified — 2–3 candidate Buyer Cards, client picks, 48-hr hold rule, 30-day no-swap window
- ›Quality moat: monthly QA on 100% of VAs, weekly Hyper-Care for first 60 days, CSAT drop = automatic audit
- ›VIVA Scale Teams greenlit — 4–5 premium specialist units (Quoting / Servicing / Retention) by end of Q3
- ›AI Overflow Receptionist greenlit — <$100/mo cost, sells at $400 (existing) / $595 (new acquisition)
- ›Critical number for H2: +32 net subs (–10 expected churn → 42 gross · 7/mo · Q3 target = 21 new)
The job isn't to be the rainmaker anymore — it's to architect the business that prints rain without you. Q3 is the proof.
Action Items
- ▸Rob → Hire/deploy executive sales support — appointment setting, Fireflies recaps, follow-up sequences
- ▸Rob → Scale multi-channel lead gen — drop low-tier price hooks, target $1M+ agency demographic
- ▸Rob & Client Success → Structured outreach campaign on silent / non-responsive accounts
- ▸Bradley/Rob → Reface proposals, booth, and decks around QA workflows, CSAT data, 3% exclusivity
- ▸Rob → Launch monthly client newsletter (3rd week each month) with live bench inventory
- ▸Rob → Roll out the three-tier pricing structure across new proposals
- ▸Rob → Launch 4–5 VIVA Scale Teams by end of Q3
- ▸Rob → Pilot the AI Overflow Receptionist with first paying clients
- ▸Leadership → Hold the Q3 line: 21 new subscriptions, 7 per month