As a general rule, we do NOT provide coach emails to clients.

 

Coaches should NOT provide skincare, or program advice via email to clients currently in the OAP, except in emergency situations such as a tech error with Clear Connection, and the client needs help right away.

 

Coaches should NOT provide skin care assistance for maintenance clients via email, this must be done via the portal with a maintenance subscription. An exception would be if they just want a copy of the maintenance regimen, you can send that via email, but you will want to outline some of the information below, especially setting the boundary that you cannot assist via email with other skincare questions.

 

You can help with tech issues by directing them to the right call, or you can help with subscription, or other non program/skincare related issues if they happen to find your email and ask.

 

Please use your best judgment with one-offs, and be sure to set the boundary that you cannot provide more. An example might be a client who asks what products are not safe for pregnancy, or needs help making the right choices with the Clove Hill product swap over.

 

Here is an example of how to respond to clients who email you looking for CC access, but do not have a maintenance subscription:

 

Hi CLIENT!

 

(Opening line depending on what they asked)

 

Please head over to https://new-cc.naturalacneclinic.com/login, and log in to your Clear Connection Dashboard.  There is a password reset on the login screen if you have forgotten it.  Please Note: Sometimes our emails get routed to JUNK/SPAM/PROMOTIONS, so please check these folders if you didn't receive your password reset email.

 

There will be instructions that pop up explaining our three post-graduate maintenance subscription programs.

 

These are required for any online acne program graduates, who would like to retain access to their records. It will also give you access to chat with a Clear Skin Coach to assist with any troubleshooting, or questions that may come up with your skin, such as acne popping back up, how to add anti-aging products to your routine, or help to check the ingredients of a product to ensure it is acne-safe.

 

Depending on the subscription you choose, you can also gain access to discounts in our online store :)

 

If you would like to keep this forever, I would recommend choosing the Clear for Life plan, as this is a one-time fee that unlocks everything forever vs. a subscription.

 

Please Note:  I will be unable to answer skincare questions for you via email, and this can only be done via the Clear Connection portal. However, if you have other questions regarding the maintenance plans, or setting up a troubleshooting call please, let me know!

 

If you have trouble logging in, you can reach our Customer Service department directly via the "Need Help?" tab on the login screen.

 

Thank you for choosing Natural Acne Clinic, and have a great day!

COACH