Case file 02 / Client promises
A promise sits on a ladder.
You are the last rung.
It reaches the top only when severity or silence crosses the rule.
The file, opened
Five rungs.
Two reached the CEO.
Every promise made to a client in mail or chat is kept with an owner and a date. If it slips, recovery starts with the account team.
Tap a point on the drawing. The real card opens below.
Real capture · names and clients redacted
One real message
“Can you please confirm if we have responded to the client?” — the account lead, seven minutes after a breach card. “Yes, I did.”
The delivery owner, four minutes later
What reached the CEO
2 of 5. One for severity, one because nobody owned it. Two were answered below the CEO within minutes.
Find the promise → ask the owner → escalate by the rule
The account team handles recovery. Leadership takes severe or unowned issues.
Five real cases, four clients. Tatvic, July to August 2026. How we count proof →
Start here
Start with a defined set of client accounts.
Watch which promises are captured, how owners respond, and what reaches you.
Four weeks, one function, inside month one.
Next file / Projects