The page we hope you never need.
Most firms publish their process for winning you. Almost nobody publishes their process for failing you. Here's ours: what a stalled engagement looks like, who to tell, exactly what we do next, and the clock we put ourselves on.
In effect for every client · Last updated June 2026 · Reviewed quarterly
One bad session vs. a drifting quarter
A call or deliverable that missed is covered by Our Guarantee: tell us within 7 days, we make it right, and if that fails you set the price. This page is for the bigger thing: when the engagement itself feels stuck. The Scorecard isn't moving, the team is going through the motions, the quarterly scope isn't earning its keep.
What a stalled engagement looks like
We watch for these on our side too, and the quarterly planning session exists to surface them. But you should never feel you have to wait for it.
The Scorecard has flatlined
Two consecutive quarters without meaningful movement means something structural is wrong: the plan, the pace, the fit, or the ownership inside your building.
Sessions feel like status meetings
If your team leaves coaching calls without anything they're excited to do next, the coaching isn't landing. That's ours to fix, whether the fix is approach or coach.
You're paying for capacity you can't use
Trainings going unattended, reviews not being requested. Sometimes the right answer is ramping the stack down to match reality, not pretending the quarter will change.
Two doors, one clock
Door one: your coach
Say it plainly: "This isn't working for us." Your coach is trained to treat that sentence as the most important thing said all quarter, not as a complaint to manage.
Door two: Katie
If you'd rather go around your coach, or you've tried door one and don't feel heard, email Katie Coelho, our President: kcoelho@impactplus.com. She reads these personally.
The clock we put ourselves on
- Within 1 business day: a personal acknowledgment. Not an autoresponder.
- Within 5 business days: a written action plan: what we believe is wrong, what we propose to change, and what it costs (usually nothing; fixing delivery is our bill to pay).
- Within 14 days: a decision made with you, not for you. The options are below.
- Never: a raised flag waiting for the next quarterly planning session.
Four honest outcomes
Change the coach
Sometimes it's chemistry, sometimes it's specialty. Changing coaches is normal, fast, and carries zero penalty or awkwardness. Your new coach inherits full context.
Change the scope
90-Day Cycles exist for exactly this. Ramp the stack down to the $3,500 base, change the training mix, or redirect the quarter at the next scope, or mid-quarter if it can't wait.
Pause
Leadership change, acquisition, lost content manager: sometimes the company needs to stop. We'd rather pause you than coach a distracted team. Academy access can continue so momentum doesn't fully die.
Wind down
If the honest answer is that this isn't the right program for you, we'll say so and help you exit well: 30-day notice, no termination fees, no clawbacks, everything in flight handed off properly. We'd rather lose the retainer than keep it dishonestly.
Considering the program?
Now you've seen the exit. Here's the front door: real pricing, real averages, and a guarantee on every call and deliverable.