When Do We Pause a Client - and Why? Your FAQs, Answered
Pausing services for unresponsive clients instead of withdrawing them can increase client retention, reduce unnecessary withdrawals and give you time back to dedicate to your active clients.
Why pause?
About a quarter of client withdrawals result from unresponsiveness, often due to personal reasons or a need for a break. By pausing, you give clients a chance to return when they’re ready, keeping them in your client base, increasing client retention and ensuring more consistent revenue.
Additionally, pausing helps you avoid wasting time on inactive clients, allowing you to focus your efforts on those who are actively engaged.
Do paused clients typically come back?
We have been able to get over 50% of clients back on track. That means hundreds of clients who would have traditionally been disengaged, are back in motion and set up to finish their full scope - and it avoids complicated and frustrating re-engagements in the future!
How does it work?
When a client has been unresponsive and we are unable to get in touch with them, we will pause this client if they meet the eligibility criteria for a period of time. If they are not eligible, we will initiate withdrawal.
Eligibility criteria includes:
No communication with client after multiple attempts to get in touch
Client does not have a critical date 6 weeks from the date pause is initiated
Client is up to date on their payments
Client does not have a case status of canceled, pending or completed
If a client's critical date approaches the 6 week mark or they fall behind on payments, they will automatically be moved from "paused" into the withdrawal flow. If this happens to one of your paused clients, we will notify you via email.
What should I do when a client is paused?
Please stop all work on paused clients until we have confirmed their case is unpaused. You will be notified via email when a client is paused - and when we lift the pause.
If you believe you are ethically required to continue working on these services, please contact your Managing Attorney to discuss.
If a client reaches out, please inform them their case is paused and they should reach out to Marble immediately via Marble Home to resume services.
What happens to paused clients?
Marble will try to get in touch with them to confirm if they would like to resume work or initiate Marble’s withdrawal. They will be informed that no work will be done until we hear from them.
Once we decide to resume services or, if we have not heard from the client and therefore initiate the withdrawal process, you will be notified via email.
Clients will also be marked as paused in the portal (see yellow banner in image below). Addendums may not be initiated until the client is unpaused.
Can I mark clients as paused?
Currently, only the Marble team can mark clients as paused due to unresponsiveness.
Questions? Reach out to your team here.