The 4-Stage Recovery System

Once leaks are identified (Stage 1), Stage 2 deploys the fixes. The recovery system itself has four sub-stages — this is the playbook every fix follows.

Sub-stage 1 — Detect

The fix has to know when a leak event happens. For no-shows: a calendar event passed without a check-in. For abandoned carts: a session left the checkout page without converting. For lapsed customers: 30 days passed since last visit.

Detection requires data instrumentation. Most leaks aren't fixable without first wiring the trigger that says "this just happened."

Sub-stage 2 — Touch

When the trigger fires, the system reaches out. Specific channel + timing per leak type:

The cadence matters. Too aggressive, you burn the relationship. Too soft, you miss the window.

Sub-stage 3 — Convert

The touch needs a clear next action: book, reorder, reschedule, claim, redeem. One CTA per touch. Friction must be near-zero — one tap, one click, no form-filling.

Sub-stage 4 — Measure

Every fix logs its conversion rate so the Command Center can show recovery. If a fix isn't converting, you change the touch (channel, copy, timing) — you don't accept low conversion as "the way it is."

When fixes don't work

Three failure modes in order of frequency:

1. Detection broken — the trigger isn't firing because the data wasn't wired. Check this first.

2. Touch deliverability — emails going to spam, SMS hitting carrier filters. Run the deliverability check.

3. Conversion friction — the CTA requires too many steps, the link is broken, the booking page is slow.

Almost never is the leak unfixable. It's almost always one of the three above.