Video Business Academy's back end was built while coaching and improved every month. Nothing about it was finished on day one.

The video training is the core guide a client follows. If you have been coaching for two years, your videos are outdated, and every client is following old steps.

How often should you update a coaching program?

Every month, in small pieces. A good operator is always building and improving something; if things are smooth, something is wrong. The survey runs the whole time, so there is always a list of what clients wish the offer did.

Platforms age too. Kajabi is okay as a video-training tool but outdated; that is 2020. In the offers we run, Skool holds the training and the community in one place.

Which part do you update first?

The stage where clients get stuck. Count overdue clients per stage on the Monday.com board, and the friction zone shows: always after stage X, people get stuck. That stage gets rebuilt first.

Usually it needs to get simpler. In a coaching offer we ran ourselves, the client success rate doubled once the video training was simplified. Most people had not acted on it because it was too complicated and things were missing.

At Acquisition Ace we rebuilt a pile of information into action-based video training: watch the right video at the right time, do the thing. Together with the tracking, the client success rate went from unmeasured to 20% and up.

Result from a named client with written permission. Typical clients of this cohort saw a range of outcomes; nothing here is a guarantee. How we handle claims.

Where do the changes come from?

Three places, and each one points at a specific video or stage. None of them is a guess about what clients might like.

  • The board: the stage where overdue clients pile up.
  • The survey: if something could be done for you, what would it be, and what do you wish this offer helped you with?
  • A review of the training by someone outside the team, who watches it the way a new client does.

How do you change a program without confusing clients?

Separate the two kinds of change. Rewriting a video so a step is clearer changes how a client gets to the result. Adding or taking away a deliverable changes what they bought.

The second kind causes chaos, even when it is free. We once added chat support for every client at no charge. Clients wrote in asking how it worked and whether it was part of their offer. Anything you add or take away that affects the client needs framing before it lands.

We started coaching and made it better over time. I did not build everything first and then make money. But I learned that any change to an offer, anything you add or take away that affects the client, causes chaos. Even a free upgrade can upset people. That is how people are.
Diego Miescher
Founder

Who needs to know before clients do?

The team, first. Not fully understanding the offer and the client path is one of the three things client success managers get wrong, and regular trainings fix it. A changed stage goes into the next training before the first client reaches it.

Watch out. Do not change deliverables mid-term without framing. If something clients bought has to change, say what changes, what stays, and whether it is part of their offer, before the change goes live.

Further reading: Rebuilding your video training for completion · On-track rate: how to see which stage of your program is broken

This week. Write down when each video in your program was recorded. Mark every video older than two years, then check which of them sit in the stage where most clients are overdue. Rebuild those first.