How We Stopped This Online Coach Being The Bottleneck In Her Own Business

Full transcript

Hey coach, I hope you are well. I'm going to show you how we stopped Jordanna from being the bottleneck inside her business. Now, I've worked with Jordanna over the space of about two years and we've built multiple different projects, but recently she came back to me because she's after hiring new coaches into her business, after scaling quite a bit and taking on a lot more clients. And there were a few gaps inside there. If you're an online fitness coach, chances are you're probably experiencing some of these gaps as well. So let me pop this into full screen mode here and I'll show you exactly what was going on.

This was Jordanna's head. To be fair, she was really, really good at knowing what was going on with which clients. But as she started to bring on other coaches in the business, those other coaches didn't have this kind of unique context about every single client. And that became a bit of an issue, because we want to make sure that no matter what coach is talking to what client, they all have as much context as needed. Where exactly is the client? What's going on? What type of coaching do they respond to? What are their goals right now? Where is their knowledge level at compared to the stuff that has been taught to them? We want to essentially create a standard across the board to make sure that nothing slips through the cracks.

Because at the moment inside her coaching, this was the reality, and it's going to be the same for you when you first hire coaches. You might have, let's say, 17 clients, and you have all the context. Coach B has eight clients, and they have no context about them. Then coach C, and every new coach that you hire has less context about what's actually going on with the clients and where all the client information is. We wanted to fix that gap, and this is what we did.

We looked at the client journey. She has a very detailed client journey, where at certain stages of the coaching process they want certain bits of education to happen. They have certain milestones and checkpoints, and from there we need to be able to see where the client is along the journey. We set up the automations to do that, so it automatically tracks. But the gap was at this 30-day call point. Before jumping onto that call, we need a lot more context. What way is this client best responding to coaching? What way are they responding to the actual knowledge we've given them? Is there any area they're struggling with? And from there, we had to figure out how we can make sure that every single coach has this context for all the clients across the board.

The first thing we did was jump on the call. She had created two quiz structures, where she wanted a quiz to gather this information so that she could use it. Previously she had them in Typeform and other places, but the problem was they weren't actually syncing back to her overall client base. They would give it to the client, hey, go complete this form. The client would do it, and then the coaches wouldn't get a notification to say that the client did it, and sometimes they would forget about it. And that's not what we want. So we decided to create them properly.

The first thing we created was this choose your adventure quiz, which is her way of figuring out, right, what's going on with the client? What are they focused on right now? How all-in are they? Are they slow and steady? What's going on? So, what way are we going to be coaching this client? It's a simple 10-question quiz, and based off their answers, it will give a result: are you path A, path B or path C.

Then from there, we also created the macro quiz. The macro quiz is based around the education, because they're teaching the clients to learn about calories and macros and everything, but they need to see, right, we've given you the knowledge, but how much of that have you actually taken on board? Where are you at? The client goes through a quick macro quiz where they select answers, and whether it's right or wrong, different prompts happen. If it's correct, it will say, yeah, great job, and reaffirm. If it's incorrect, it's used as a teaching point. And then you gather all their results.

Now, the important part is all of the results. The client going through these forms is no good without it actually doing something with the information. So what we got to happen, and this is the technical part, is that after the client completes any of these forms, it's sent into their client management software. From there it finds the right client, attaches the results to the profile, finds which coach is responsible for that client, and then notifies the coach. For example: hey, Aaron just completed their choose your adventure quiz, they're path A, here are their scores. The coach here is Jordanna, so it would have been sent directly to Jordanna, and it's attached to the client's profile. If we open up the client's profile, we can see what's actually going on inside there. We can see all the results, all the forms they've completed. It just makes it super easy for the coach. So then we're not trying to coach the clients without the context. We can now see, hey, this client best responds to this part of the coaching, and these are the educational components they're missing at the moment.

And in the future, what we have planned now is that when they've completed these quizzes or scorecards and we see the result, we will have specific follow-up SOPs set for those results. A working example: Aaron here completes a macro quiz and he scores terribly on carbohydrates. So when the coach gets notified that he completed the quiz, it will say, hey, Aaron completed the quiz, he scored terribly on carbohydrates, he needs a bit more knowledge about this. It almost creates the plan of action for that coach to then go and interact with the client and teach them about that in their next coaching session. So it's making sure that nobody's falling through the gaps on any part of the client journey, and when the coach is contacting the clients, they have the full context needed.

If you have any questions about this, or you want to see what something like this could look like in your business, drop me a message on Instagram with the word audit or something like that, and we'll run through a full audit of your business, every single area: onboarding, lead gen, sales, client management, check-ins, offboarding, all that kind of stuff. And then I'll give you a full report, hey, this is what's great, this is what's not so great, and what we could actually do to fix it, and visually show you. Any other questions, pop them over.