Client Journey & Decision Framework 

Internal Only

Governing Rule

A client only moves states when your responsibility, revenue, or risk changes. Everything else is documentation or task-level detail.

Intake

Purpose: Decide whether the situation is worth your time to explore.

You do: Review intake for consent, safety, expectations, and basic fit.

You do NOT: Provide advice, begin service, or imply acceptance.

Outcomes (pick one):

  • Decline / refer out → Closed

  • Request clarification → stays in Intake

  • Schedule discovery → Discovery

Documentation required: Intake form + one-line disposition note (factual record that captures what decision was made and why, without narrative, emotion, or explanation.)

Discovery

Purpose: Decide whether to accept the client.

You do: Run one structured alignment conversation. Test boundaries, tone, authority, and expectations.

You do NOT: Solve problems, promise outcomes, or soften boundaries.

Outcomes (must choose):

  • Decline / refer out → Closed

  • Accept client → Active

Documentation required: Discovery summary with explicit accept / decline decision.

Active

Purpose: Deliver the service and earn revenue within defined scope.

You do: Operate on agreed cadence. Observe, document, recommend, coordinate.

You do NOT: Expand scope silently, assume decision authority, or operate reactively.

Triggers that force action:

  • Change in needs

  • Change in expectations

  • Change in sustainability (yours or theirs)

When any of these occur → Review / Decision.

Documentation required: Ongoing visit notes + material observations. No board movement unless triggered.

Review / Decision

Purpose: Decide whether the current arrangement still makes sense. This is the most important control point in the business.

You do:Reassess fit, tier, risk, expectations, and sustainability.

You do NOT: Drift, delay, or “wait and see” indefinitely.

Outcomes (must choose):

  • Continue as-is → Active

  • Change tier / scope → Active (updated terms)

  • Plan exit → Transition

Documentation required: Review note stating decision and rationale.

Transition

Purpose: End responsibility cleanly and defensibly.

You do: Complete handoff, recommendations, and final communication.

You do NOT: Linger, overlap roles, or provide ongoing support.

Outcome: Responsibility complete → Closed

Documentation required: Transition summary + end date.

Closed

Purpose: Retain records only.

You do: Nothing operational.

Documentation required: None beyond retention.