How it is used in a coaching business
Clients rarely announce that they are leaving. They miss a call, then a check-in, then the cancellation arrives weeks later. The check-in is the mechanism that catches the first miss. It also does the thing most clients say they hired a coach for in the first place: someone who notices whether they did the work.
- Weekly by default, on a fixed day, from the same person, so it becomes a habit for the client.
- Three questions at most: what did you commit to, what happened, what is in the way.
- Logged as a data point. An unanswered check-in is a flag, two in a row is an intervention.
- Run by the client success team, not the coach, so it happens even when the coach is busy.
The check-in is also where resells begin. The person who has watched a client's progress for months is the natural person to say the next step is the advanced program, and the client believes them because they have been there the whole time.
