Do this if you remind clients AGAIN AND AGAIN to send messages to Slack (or your client communication channel) instead of FB Messenger.

CHALLENGES:

Coach A* moved all client messaging from FB Messenger to CoachAccountable (a coaching platform) as she streamlined client delivery. To support the transition, she included a "how to use CoachAccountable" training video in her onboarding process.

3 months into her 6-month program, noncompliant clients still sent questions to Messenger despite multiple reminders to use CoachAccountable. She missed messages and felt guilty for not giving her clients timely support. She felt frustrated and exhausted from monitoring multiple client communication channels. She worried that this pattern would continue in future program iterations and wanted to prevent it.

OUR APPROACH:

Change can be hard for all parties involved. People tend to want to stick to what is easy and familiar to them. So, it's vital to have a client delivery process that guide new or existing clients into your world and way of working with ease and definitely without frustrating you or stressing your clients out.

Here are some of the changes we made to her client delivery process based on the three pillars of my proprietary framework for client success with less work for her and her clients:

1) We positioned her clients to win and use CoachAccountable better.

We refined her path to results to better support clients, even committed but technically challenged ones who need more than a training video to get going. This included adding a live 10-min tool set-up and usage support during client onboarding.

2) We refined her client support system to increase client compliance and her ability to support clients.

CoachAccountable setup and proof of access by the client became a program milestone. Clients who hit that milestone were publicly celebrated with an EPIC moment that prepared them to meet the next program milestone. Clients who didn’t complete that milestone within the first week of her program, despite her team’s support, forfeited their spot in her program. She could not support clients if they could not access or use CoachAccountable, the tool she used to support them. She incorporated those terms and financial implications into her contract.

3) Finally, we positioned her to work with clients who were ready to use her systems.

She had clients who had never logged into CoachAccountable. Some of those clients weren’t tech-savvy and couldn’t use the tools they needed to get success, even with training. I recommended she release then. Then we revisited her right fit client profile to define the skillsets and capabilities her clients needed to thrive in her program so that she enrolled clients who met those requirements.

OUTCOME:

The results?

👉Her confidence shot through the roof...she confidently held her boundaries around her chosen client communication channel... she confidently did this because she knew she had the process pieces that gave well-rounded support to clients. It was truly left to their sense of accountability to execute.

👉She boosted client buy-in and morale. She increased her peace of mind… she no longer dealt with the guilt payload of feeling like she wasn’t supporting her clients properly. Her clients also felt seen and supported, even the committed but technically challenged ones.

👉She reclaimed more of her time...as she eliminated bad fit clients and increased client compliance. She no longer spent time combing through Messenger for client communications or redirecting clients to the proper channels. She no longer entertained non-committed clients who frustrated the heck out of her, bypassed her processes and affected client dynamics.

Delivering services to your clients doesn't have to feel like a never-ending giving tree. It shouldn't.

When you know your time has better uses than chasing and reminding clients to follow the process and do the work....

When you know it's what is stopping you from having the time freedom you deserve....

When you know that it's what is affecting your client success rates.

It's time to fix the root of the problem.

If you are a Healthcare, IT, Finance or Marketing (or Sales) expert, coach or consultant...

Let's connect over tea (or coffee!) and talk about your options to create a back office that supports you AND your clients. Book a 30 minute discovery call and let me show you how!

Be amazing,

Danielle & Chanel