The Systemised Onboarding Process Every Coach Needs

Full transcript

Hey coach. I just want to walk through this onboarding system that we have here for client Jack. Hopefully you can see me, I know the light in the background probably isn't the best, but we'll get through it. In this I'm going to walk you through everything step by step, but most importantly why we did specific things for him, and you'll be able to apply this to yourself.

First thing is understanding why we actually automated onboarding. With the onboarding, there was just a lot of stuff he was doing manually that didn't have to be. Stuff that had no effect on the client's result or the interaction with the coach, just stuff he would have to do on the admin side, and there were chances for things to slip through the cracks that we didn't really want. So we said, right, let's set up a system to actually manage this. And this is where the five stages come from: we have the initial stage, we have all the steps that have to be completed along the way, and then we have when they're actually fully set up and ready to go. Now, this is not automating the programming or automating the coaching or anything like that. If you wanted to do that kind of thing, that's a different route you would have to take. This is just to automate the admin stuff that you'd normally have to manually do and check on.

So let's see how it works. The first part of it is the payments. We can trigger the onboarding from the payment. You can use Stripe, PayPal, all sorts of payment processors, but what we're looking to do is essentially have a payment trigger like Stripe. And this is all just made-up data, to illustrate what it actually is. As soon as the payment goes through, it triggers an automation that adds them into the CRM, gives them access to Skool, and then sends them the welcome email. So as soon as the payment goes through, this happens instantly. On his side, he gets a notification and they're added into his CRM so he can see it really clearly. But for the client, that is immediate access.

If you have ever had it where you bought something online and you got no confirmation about it, you're like, is it coming? Did I order? Well, they took my money, so it must be coming. That is a bit of buyer's remorse, and we don't want any of that. This automation helps remove it, because they get confirmation straight away, and as soon as they go into Skool, they instantly get value. They can start working their way through the process.

The next part is they'll start going through Skool, ticking off all the boxes. Right, here's my contract, all done, submitted. That then goes to his CRM, and it's ticked off on the client's profile. He has a little view in there where he can see the client's name and all the onboarding steps that have to be done. As soon as they sign the contract, it ticks it off and attaches the contract to the client. So if he's like, hmm, what did they say here, he can click on the client and it'll load up the contract there in front of him, so he can see it straight away.

After that's done, the next part is the deeper look at the training, nutrition, the goals, the lifestyle, all those requirements that are unique to the person. To do that, we built him out a custom form, because Trainerize, Kahunas, none of those form softwares were really letting us capture the things that we wanted in the way that we wanted. So we just built a custom form to do that. There are 10 sections, and it has smart logic to know to ask certain questions if they say certain things. Essentially, they'll fill in all their details about the training, nutrition, their measurements, their starting points, and give him all the context he will need when he's designing their actual programming and getting them set up.

After they've completed it, there's a little button that says, go finish your onboarding. As soon as they click that, it brings them back to the last part inside Skool, which is the equipment. Now, after they submitted their training, nutrition and all that, it automatically updated on the CRM as well. It ticked off to say, hey, this person is another step closer to being onboarded, here are all their details attached to the client's profile, and he got notified as well. So there's no, oh, the client paid last night, did they start the onboarding or did they not? We can see exactly where all the clients are, all the time.

The last step for them is just to complete their equipment form. They basically fill in where they're training, what email they want for the training account, and they upload the videos and images of the gym and the equipment they have access to. As soon as they do that, it triggers the last step, which is to add them to Kahunas, upload the other details to the CRM, and give them access to the rest of the Skool modules, so they're fully onboarded and ready to go. All they're waiting for now is for him to design their plan and put it onto their training app.

So that's essentially what's happening here. It says, right, look, Kahunas activated, Skool modules unlocked. The client has flipped from onboarding to active inside the CRM, as they have completed all of those steps going across. That's taken them from the point of payment all the way up to being ready, everything up to date, knowing what's going on, just waiting for the programming, automatically. He could literally take a payment at nighttime, and by the morning the person could be set up, ready to go. He just needs to do the actual program, and that's it.

Now, there are a few reasons we do things in that way. One is removing buyer's remorse. We don't want that. The second one is making sure that nobody skips any steps. This happened to a client, I think it was about a year ago, maybe a year and a half at this stage now. Before we worked on his systems, he had a contract in place and he sent it out to the clients manually. They started working together, and about four weeks into working with one of the clients, he got a message saying, hey, I want to cancel, I want a refund, that's not for me. And he's like, dude, I've been working with you for four weeks, it seemed like it was for you. He said, look, I can't give you a refund, it's in the contract. The person basically demanded it, and then said, dude, I read the contract, and I never actually signed the contract. And he ended up giving him a refund of $3,000. So we want to make sure it's automated to get the contract out to the people, notify us when they have or haven't signed it, and have it very clear in their onboarding.

And the way it's set up, they can't actually progress through the onboarding until all the steps are complete. They only ever have one thing to work on at a time, and until they complete that thing, they can't move on.

So if you want, you have two options here. One, send me over your onboarding and get it reviewed. Just pop me a message with the word onboarding, and give me all the details of what your onboarding process is: the apps that you use, the way you normally do it, all the different tasks that the client has to do and you have to do in between them signing up and actually getting started. And from there, if I can spot any low-hanging fruit, to say, hey, use this software and it will sort that out for you, I'll tell you there. Or, if you want me to review all the systems inside your coaching business for free as well, just pop me a message with the word audit and I'll get you booked in. It's essentially about 20 questions that we go through, maybe 25 depending on the size of your business. We'll go through everything: lead gen, sales, onboarding, client management, check-ins, churn, testimonials, referrals, all that kind of stuff. From there, we're able to generate a report and see, hey, this is great, this is okay, this could be a little bit better. And then I'll walk you through exactly what it would look like to fix all those areas. Then you get two options. You can say, right, I'm going away on my own, I'm going to work on all these areas. Or you could say, right, how does it work to work with you? And then I'll show you from start to finish. Zero pressure on either of those. Hopefully this gave you some insight into onboarding processes and why you set them up in certain ways. And if you have any questions, just pop them over.