Procedure / Policy Overview

Overview of the 15min Onboarding Zoom Call.  With provided talking points to cover during this call.

 

 

The Onboarding Call is a 15min complimentary call for a new client. This call should be very upbeat with lots of excitement.  It is also a time to help create expectations for your client and be sure you are both on the same page with what they can expect from you as well as what you expect from the client.  It allows the client to have a chance to connect with their coach despite the type of coaching they have chosen (email coaching or zoom coaching).  This call is designed to address any additional questions the client may have. 

 

1. Ideally, the client is logged into CC too while on this call. 

2. It is ideal to wait until the client has received their products and have done their regimens for a couple of days.  This will allow the client to try and get to know the regimen and have more questions for the coach on this call. 

3. There are 2 ways to book this appointment for the client: 

1. Add the personal coach’s booking link for the 15min Onboarding Call in the message section of their weeks 1-2 regimen. 

2. The coach can also book this appointment for the client once discussed the day/time that will work for both coach and client.  When a day/time is agreed upon, the coach can book that appointment in Acuity for the client.

 

How to Book the Onboarding Call

Add the personal coach’s booking link for the 15min Onboarding Call in the message section of their weeks 1-2 regimen. 

1. The coach can also book this appointment for the client once discussed the day/time that will work for both coach and client.  When a day/time is agreed upon, the coach can book that appointment in Acuity for the client.

 

Items to cover on this call will include:

1. Prior to the Zoom call, open the Onboarding Slide Presentation: https://docs.google.com/presentation/d/10CwnbO1mqieMwfyAywnMYFyuZpKa96emhFRfXhluk2k/edit#slide=id.p

2. Connect to the call via your Zoom dashboard.

3. Using the Onboarding Slideshow, discuss and direct the client on how to use Clear Connection. In addition to what is in the slideshow, discuss the following:

5. 1. Explain that they will see a Check-in Button under their tasks in their dashboard.  That is where they will click to begin their checkin. 

   2. Discuss that they will be prompted with questions to answer, that there is a spot for comments or questions, and a spot to request a product should they want anything additional or running out of any product in the regimen. 

   3. Be sure they know where they can find the next date of their check-in.  Which is located at the top bar of their dashboard.  That is also where they will find what week they are on. 

   4. Explain how they can send messages to different departments by selecting which department to send their message to.  Departments they can send messages to, include:  coach, shipping department, and as feedback.   

   5. Be sure they know to take their new photos for the checkin in good lighting and natural light is best. 

 

4. Be sure the client has started using the correct products in their regimen 

   1. This is especially important for clients who purchase all of their products up front because they have a lot of product with the same names but different percentages (some clients don’t look at that detail)

   2. Be sure they understand the steps of their regimen

   3. Be detailed asking them to read through the regimen instructions and to read through the regimen message and respond back to any questions that were asked by the coach.

   4. Touch on dosage for moisturizer and spf not needing to be a full dime size amount.  

   5. Screen share a photo of Acne Med (https://drive.google.com/drive/folders/1DxlBAoDN7mLX9Z5RqIsxQblt9EpTM0YT) and be sure they use the correct amount of actives. 

   6. Suggest to the client that they print out the regimen and keep in their bathroom for a reference

 

5. Discuss their herbs/supplements with them and questions to consider asking:

   1. How are they feeling so far on their supplements so far?

   2. Do they have questions on how to take them?

   3. Are they remembering to take them?

 

6. Discuss the pore clogging ingredient list and questions to consider:

   1. Suggest they print the list out

   2. Have they checked their hair care? 

   3. Have they checked their makeup?  

   4. Have they checked their laundry detergent?

   5. If any of their stuff had pore cloggers, have they switched their products yet? 

 

7. Give them any additional tips or directions on how to use our products effectively

   1. Ask how they are currently washing their face and discuss how you want them washing their face 

      1. They should wash for approx. 30sec - 1min 

      2. Rinse completely not to miss any areas. 

      3. No cleansing tools (ie. clarisonic, etc).  

      4. Wash clothes can be used if they ask and want to but they should use it gently on their skin and no harsh rubbing or friction. 

   2. Discuss product usage in general for all products and the importance of product usage for the program and getting clear. 

8. Lastly, ask what questions they have.

9. Express how excited you are for them to start!

 

 

• Identify ‘WHEN’ the onboarding zoom call would be best for the client.  

• How to book the call

• Talking points to cover during call

• Why the 15min Onboarding Zoom Call is important

• Create expectations for client and for what to expect from the client

 

 

Revision History

 

Date	Version	Description	Approved
2/3/2021	1.0.0	Initial document created	bee