New clients in the offers we run get up to three check-ins a week for their first 30 days. After that, one a week is the rhythm.
Most of those are messages, not forms. The weekly form is the fixed part: the same questions every week. The answers line up on the client's row, so the team can see the trend.
What should a weekly check-in form ask?
Five questions, answered in about two minutes. The first three never change. The last two give the client a reason to answer.
- Which stage are you on, and did you finish this week's action steps? Yes, partly or no.
- What is your number this week? The one the program's promise is measured in.
- What is in your way right now? One line is enough.
- What was your win this week, even a small one?
- Do you want a message or a short call from us this week?
Question 1 tracks the doing. Question 2 tracks the outcome. When the promise is hard to count, question 1 still works: modules finished, the work done, the technique practised.
How often should coaching clients get a check-in?
Up to three times a week in the first 30 days, logged with how far the client is. Then less often. New clients are the highest priority, because most onboarding is bad and new clients get little attention early.
New clients are the highest priority. In most offers onboarding is bad, new clients get little attention early, and that builds a rocky relationship with the program. So hand-hold early, check in regularly, send voice messages, care. Up to three times a week in the first 30 days, and log how far they are.
Overdue clients do not wait for the weekly form. When a client is past the time set for their stage, the client success manager checks in that day.
What does the client success manager do with the replies?
Answer every one, personally, the same day. Chat comes in waves: morning, lunch and evening, when most clients are active. A form that gets no reply teaches the client that nobody reads it.
| Reply | What the client success manager does |
|---|---|
| Steps finished, number moving | A short reply, then update the stage and the last check-in on the board |
| Partly or no | Ask what got in the way, and send the one link or video that fixes it |
| A blocker named | Answer it in chat or a voice message; book a call if it needs one |
| A milestone reached | Log the date, congratulate them, and ask for proof the same day |
| Wants a call | Book it, with a meeting note filled in beforehand |
Keep the answers short. Long messages are one of the things client success managers get wrong. Write like a friend, professional, never send books, and make the next step easy.
What about clients who do not reply?
One missed form is a nudge, on the channel the client actually answers. A missed form plus a stage past its time is overdue. That means a DM or a voice message that day, to find out what is going on and help.
In the first 30 days, a missed form gets a message the same day. New clients are the highest priority, and the first win sits inside one to two weeks.
Where should the check-in form live?
Where the client already is. A form link in WhatsApp or Telegram chat, or a weekly post in the Skool community. The answers go to the client's row on the board, not to a separate inbox.
Add a checkbox at the end: happy to share this as a testimonial. It turns a milestone in question 4 into a proof request without a second message.
Watch out. A form never replaces the person. If replies only feed a spreadsheet, clients soon stop filling it in. The form tells the client success manager who to talk to; the talking is the check-in.
Further reading: What a client success manager does all day · How to ask for proof the day a client hits a milestone
Diego Miescher
