What has to happen in a client's first 30 days?
Onboarding is not a welcome email. It is five to seven steps, a call as fast as possible, a first win in the first one to two weeks, and up to three check-ins a week. New clients are the highest priority in the whole program, and the bigger the offer gets, the slower onboarding gets unless you design for speed.
7 playbooks on onboarding, in reading order.
Each one answers the question in its title in the first paragraph, then gives the procedure and the number it reports to.
The first 30 days decide most of a coaching program's churn.
A client who ghosts in month three decided in the first 72 hours.
As a coaching offer grows, onboarding gets slower, results come later and refund requests go up.
Time to value is how fast a client gets a first result.
Coaching clients give up when the fuel runs out, and everyone runs out at some point.
An at-risk coaching client shows it in behaviour weeks before cancelling: missed calls, no community activity, unopened messages, no logged results, and a payment that fails or gets questioned.
A client success manager in a coaching business starts with chat, then the support inbox, then call prep, then the client board to pick the five priority clients.
