Look at the evidence
Review the contact pattern for a few important customers.
Identify which requests bypass the named account owner.
Check whether service history, commitments and authority are shared.
A case to think through
A customer routinely phones the founder because the account manager cannot confirm delivery dates. Better internal authority may matter more than another introduction.
This is a hypothetical operating example, not a client result.Avoid a misleading conclusion
Removing the founder abruptly can damage trust if the replacement role lacks information or permission.
Delivery independence needs evidence from real work, including the exceptions that make the business difficult to run. A process document, quiet holiday or completed checklist is not enough on its own. Check whether another capable and authorised role can maintain the agreed outcome under representative conditions.
Your evidence check
Bring supporting and contrary examples. A self-reported answer is a starting point; these notes do not calculate or validate a score.
| Prompt | Notes from your case |
|---|---|
| Customer | |
| reason for owner contact | |
| account capability | |
| missing authority |
Should I stop speaking to key customers?
Not automatically. Build a credible team relationship and continuity while retaining useful founder contribution where appropriate.
See the wider pattern.
20 questions. An indicative, self-reported result with a five-dimension profile and an optional conversation.
Take the free Assessment