In the first 30 days we check in with a new client up to three times a week. That is twelve messages a month per client, so each one has to be quick to read.
Client success managers make the same mistake everywhere: they send long messages. Write like a friend, professional, and never send a book. Everyone hates it. The templates below are starting points; rewrite them so they sound like the person sending them.
What makes a check-in message work?
- It uses the client's name and one detail from the board, so it cannot be a mass message.
- It asks one question the client can answer in a line.
- It carries one link at most, to the exact video or step.
- It arrives when clients are active: morning, lunch or evening.
Voice messages work better for anything personal. Thirty seconds of a real voice says more than a paragraph. Keep text for links, dates and anything the client needs to find again.
What do you send in the first week?
Day one, after the onboarding call. "Great call today, [name]. Your first step is [step], here's the video: [link]. Send me a screenshot when it's done and I'll tell you what's next."
Day three. "Hey [name], how did [first step] go? If anything got stuck, tell me where and I'll send you the exact fix."
Day three matters because clients decide in the first 72 hours whether the program is real. A client who has not started by then is the one who goes quiet later. The message asks about a specific step, so a vague "all good" is harder to give.
What do you send when a client hits a win?
First win. "[name], that's your [milestone] done. Nice work. Next up is [next milestone], and here's where to start: [link]."
Celebrate, then point at the next step in the same message. A win is also the moment to ask for proof, so bigger milestones get the proof request on top. That has its own page and its own wording.
New clients are the highest priority. Most offers' onboarding is bad, new clients get little attention early, and that builds a rocky relationship with the program. Hand-hold early, check in regularly, send voice messages, care.
What do you send an overdue or quiet client?
Overdue on a milestone. "Hey [name], you're a bit past the time for [milestone]. Totally normal, it's where a lot of people get stuck. What's the one thing in the way? Let's fix it this week."
Quiet for a week. Voice message: "Hey [name], it's [CSM]. Haven't heard from you in a few days and wanted to check you're okay. No pressure, just tell me where you're at and we'll pick the next small step together."
Overdue is time-based. Every milestone has a time it should take, and the client knows it from the video training. So the message is no surprise. It names the milestone, normalises being late, and asks for the one thing in the way.
What do you send after a call and near the end?
After a coaching call. "Good call today. Your two actions: [action one], [action two]. When do you want me to check in on them?"
Before the end of the program. "[name], you've got [weeks] left in the program. Let's book 15 minutes to look at where you are and what you want next. [booking link]"
The end-of-program message goes out at least 60 days before the program ends. Later than that and the extensions and next offers are already missed. The call itself follows the renewal call script.
Where do check-in messages get logged?
On the client board, the same day. One line per message: the date, the channel and what the client said. The next message then builds on the last, and anyone covering can pick up the thread.
A client who has not replied to two check-ins gets a different channel next. A voice message if text failed, a short call if both did. Silence after that puts them on the at-risk list.
Watch out. Do not send the same template to every client on the same day. Clients compare notes in the community, and a copy-paste check-in reads as no check-in. Change one line per client, using what the board says about them.
Further reading: How to ask for proof at a milestone · Ghosting is a day-3 problem · The renewal call script
Diego Miescher
