Handover

The deal is finished when the customer reaches the first success they agreed, not when the money arrives. In writing, within one working day of Won: the SPICED record in their words; for considered deals, the stakeholder map and the plan; the dated first success; the starting set-up (Holly level per person, D8; who approves what; whether a policy is uploaded); anything promised (only things that exist) and anything they are worried about; the 30-day review date.

Protective defaults (Thaler and Sunstein): approvals on for LinkedIn posts; Holly drafting, not publishing on its own; voices built before the first draft; the firm's policy uploaded as rules where one exists and the data processing terms are in place. Remove the friction that stops people doing what they already want to do.

The habit window. Habits took a median of 66 days to form (range 18 to 254), and a missed day did not break them (Lally and colleagues; small sample, mixed). So the habit measure runs over days 60 to 90: a paid seat is "posting" in a week if it published at least 2 posts that week (Buffer cadence data; vendor data, also a competitor, never name in marketing copy). Habit is the share of paid seats posting in at least 3 of the last 4 weeks, measured in days 60 to 90 after payment; target a majority of paid seats; show counts when under 20 seats. Never punish a missed week.