SMS (main, Elizabeth). Client asked twice about an unexplained $190 charge with no response. Told her I am pulling the exact breakdown and will refund if it should not have been billed. Ads already stopped at her request July 17, she said they produced no work. Charge needs answering before any restart conversation. Churn risk.

CALL (Ryan). KEY PROCESS FIX that explains the no-work-from-ads / Elizabeth cancel concern: Francisco BILLS and manages but does NOT design or sell pools. ALL POOL BUILD appointments must go through MIGUEL, his sales team member (handles design, financing, qualifying). Francisco cant close builds (would freeze). Build appts had been routed to Francisco who cant sell them = the root cause of no results. FIX: Francisco to text Miguel number to Ryan; Ryan to set up Miguel on a Google Calendar so build appointments route directly to Miguel. Appts Francisco attended today: (1) Miss Bessie (10:30) - resurface/repaster + light work, very impressed, wants a couple quotes, looks ready to move forward. (2) Peggy Russell / Park OBrien (2023 Park) - full build, oval pool + landscaping, quote promised by Monday. RESCHEDULE NEEDED: Donald Mayer (251 Hollyhead) - route through Miguel. Also flagged a live-transfer quality issue (dead air / crossed wires on a recent transfer). Francisco friendly and engaged - relationship is recoverable.

AT-RISK / possible churn. Elizabeth (rep for Francisco) messaged asking to STOP the Facebook advertising - says no work/results have come from it. Root cause appears to be prior card/ad-spend issues that kept ads from running properly (leads stagnant while card was being charged). Acknowledged her message same-day, told her we would get to the bottom of it and come back with a straight answer. Pending confirmation from Nico on card/ad status before responding - save play vs graceful close. Owe her the follow-up.

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