All right,
procedures and best practices for client management when we're talking about the
intake and setup. So with the application,
this is really more of a marketing strategy question.
Do we show it before the application or do we wait until after they've submitted
it? There's pros and cons to both. There's no right answer here.
So I'm just gonna kind of give you the overview of each so you can decide which
one's best going to fit for your model.
So if we show it to 'em first and they submit the application anyway,
you've probably filtered out the people who definitely can't afford your
services.
So you don't have to spend time going through and reviewing and sales calls and
things if they just can't afford it.
And you don't actually have to get on a sales call because they're already
willing to invest. They're basically saying, here, take my money.
So all you have to do then is assess if this person's gonna be a good fit for
you. The drawback, if there's no sales call needed, or in that process,
you might miss out on the opportunity to overcome any possible
objections to the price, right? So you may have someone who could afford it,
but maybe initially they don't think they're gonna get the value for that money
if you get on a sales call and, or if we show the, uh,
price after the application,
we have the opportunity to kind of potentially try and explain the value or show
the value of our service, and then maybe they're willing to invest.
So we could get possibly a higher conversion rate if we're putting that sales
call in there. Um, but depending on, uh, your, your price point,
you'll have to determine if it's worth the extra time of getting on calls with,
you know, potentially dozens of people. Uh, if you're having a good, um,
attraction to your application, um,
is that gonna be worth the payoff for the amount of people you're gonna be
converting and how, what they're paying. The other, um,
concern possibly for showing the price after the application is you might
actually scare away some people who could afford it,
but they just are a little wary that you're not showing the price up front.
It's a, it's kind of a trade off.
So you'll have to weigh that out if that's a good decision for you
with the application itself. Um, we have to ask the right questions.
It's not just about gathering information about this person so that you can
potentially coach them.
It's also asking the questions to get the person to convince themselves
that they want your service before even seeing a price in the case that you are
putting the price after the application, right?
They can get invested simply by having time committed to completing the
application or really thinking about the questions you're asking them.
For example, you could ask them, you know,
like we talked about in a previous unit, why did you choose to apply with me?
Why do you want to work with me?
Something along those lines where they're actually trying to promote themselves
to you. And this can also simplify the sales process, right?
So if you ask them the questions of, you know, what are the of, you know,
what has been holding you back? Um,
How do you think I can help you?
What are you looking to get out of this coaching experience? Um,
and these are all questions in the, uh, example, uh,
application form from the previous, uh, in the previous module.
So take a look at that too.
Keep in mind that you don't have to accept every application that comes through
your door. You can always say no, right?
Not everyone might be a good fit for one reason or another. Um,
whether that's, you know, you think that, you know,
maybe their personality isn't gonna mesh well with yours.
That's perfectly valid reason. You don't owe, uh,
anyone to take them on as a client necessarily.
The next thing is don't overpromise and stay in scope.
So we've talked about this in previous ones.
Take advantage of your referral network. If someone says, oh, I, you know,
been diagnosed with SIBO and I have a lacerated this and a dislocated that,
and you're like, well,
that's a little more than I'm either willing or qualified to deal with,
but here's someone else who could help you. Or maybe, Hey, I, you know,
those digestive issues aren't my area of expertise. Here's a good, you know,
dietician who could help you in functional med doctor that could help you.
But I'm willing to work with you on your nutrition, uh, or your, um,
your training rather. And we can, and just so that you're clear with the client,
right? But again,
you can always say no if you think it's gonna be more of a time commitment than
is really worth, uh, what you're charging, so to speak.
So you have to set those boundaries for yourself.
And then when we get to onboarding, so intake form,
we've kind of touched on this before so I won't hit it too hard here.
Past progress, relevant training, info, logistics, lifestyle,
all the things you need to know when you're kind of constructing that program.
If you're doing, you know, the, the very customized one-on-one stuff, um,
one thing I like to do, and this is just a suggestion for your,
especially your one-on-one clients,
and especially ones that are paying a decent amount,
getting on an initial video call with everyone, uh,
I really find that helps build the rapport.
You can kind of get some excitement from them to get started with their program.
It also helps you dig in a little bit more into certain questions in the intake
form. So it can actually help keep your intake form more condensed.
So we've talked before about using red flag questions in, uh,
like check-in forms. They also work really well in intake forms.
So asking about goals and lifestyle are great.
Asking about current sleep or digestive issues can also be used just like we
would in the check-in form.
And if they answer a specific way or a specific dropdown menu,
depending on how you build that on your coaching call, you can dive in as like,
Hey, you mentioned this was, and you can drill into a little bit deeper,
get a little more information out of them. Um, and that also helps, again,
on the rapport side, showing that you know, you're truly interested.
You're not just, oh, you know, fill out these boxes and then I'm gonna,
you know, duplicate this program, write your name on it, and here you go.
It shows that you're actually diving into, really take interest in
Them and their, uh, process and or their progress, um,
in that aspect. And then the last one, this is a big one. Um,
I like to do an initial walkthrough of their first plan more.
So this is like the, the new client welcome.
Just make sure they know where everything is.
If you have resources on a website or you're sending them stuff in a PDF that's,
you know, has a bunch of things you'd like them to read, um,
doing a simple video like I'm doing now,
just walking through everything to make sure they understand it, um, better,
they understand it, more likely they are to stick to it. Um,
it kind of helps circumvent any questions that they might have had or things
they didn't know they didn't know. Um, for example,
don't necessarily assume they know all of the factors that you're putting
into your programs,
especially if you're writing programs like we do with all of this different
information. Um, so that could be everything from tempos, rest periods,
how rest periods work between super sets. Um, especially, you know,
working with newer clients or like general population clients,
make sure we're very clear with them, uh, how the super sets work. Um,
if you're doing, you know, equal rest,
if you're doing back to back and then rest, um, the letter numbering system,
how super sets work, you know, A one, B one, B two, all of those kind of things.
Make sure they have the education necessary to actually follow your plan
the way it was intended. Uh, not just hoping they, uh,
they understand how to read this stuff. I've had clients I've, you know,
in very, very long time ago,
sent them something similar to the one you have here. And then come to find out,
oh, I did, you know,
I did my straight sets of barbell squats and then I did four sets of hack squats
with a two minute rest.
And then I did four sets of leg extension with a two minute rest.
And then I did three sets of dumbbell curls with no rest.
And then I had three sets of incline curls with no rest. And you're going,
what about that first column? And you're like, yeah,
I didn't know what that meant. So I just went through the work. I'm like, okay,
well that was my fault.
I shouldn't have assumed that you didn't know how to read that stuff.
So assume nothing, um, more resources you could provide the better.
And we'll talk more about client education stuff down the road. Um, but this is,
um, kind of my process for the intake and setup.
Hopefully provided a couple of, uh,
helpful tips along the way as to setting up and structuring that stuff. Um,
make sure to take advantage of kind of the looking at the, the,
the free templates for the intake, um,
and application forms to maybe give you some ideas, um,
if you haven't built that out and aren't really happy, uh, with that already.
And next we'll head into our next client management unit.