SOP-2005 Moving A Client To A New Coach

Procedure / Policy Overview

Listed are the reasons as to why a client may be moved to a new coach.  As well as providing scripts on ‘how to hand a client off to a new coach’ and ‘how to welcome the client and introduce yourself as the new coach’.   

Examples of why a client may need to be moved to a new coach: 

1. Manager discretion

2. Coach has too many clients with manager’s approval 

There could be various reasons that a manager decides a client should be moved to a new coach.  Should this happen, the manager will reach out to the client letting them know who their new coach will be.  The manager will then let the new coach know who they are adding and to say hello to the new client. 

1. Script for new coach welcoming the client:

1. Hey Angelica, my name is NEW COACH NAME and I'll be your new coach moving forward.  I’m excited to work with you and continue on this journey of clear skin! Just a bit about me.. ENTER ANY INFO YOU WANT THEM TO KNOW.  I too had a very long journey with acne and completely understand what you are going through.  Please know I'm here for any questions big or small and please reach out anytime you need to.  I would love to hop on a 15min zoom call to meet you and answer any questions that might be coming up since you started the program.  You can book that appt here, ENTER INDIVIDUAL COACH ONBOARDING CALL LINK.  Best, NEW COACH NAME

1. Talk this over with your manager for approval

2. Send follow-up email to the Program Manager and the new coach.  Include

   1. The list of clients that will be moved over

   2. A quick review of each client and/or any pertinent information that the new coach needs to know

3. Scripts for both coaches involved in moving a client.  

   1. Script for coach handing client off:

1. Hello NAME, I wanted to reach out to tell you that, moving forward, your coach will be my colleague NEW COACH NAME.  She is very knowledgeable and experienced and will take very good care of you :) I'm not going anywhere, so I will fill NEW COACH NAME in on everything about you!It has been a pleasure getting to know you- I know you are going to do great, looking forward to hearing about your progress in the program!

2. Script for coach welcoming the new client:

   1. Hello NAME, my name is NEW COACH NAME and I'll be your new coach moving forward.  Excited to work with you and continue on this journey of clear skin! Just a bit about me.. ENTER ANY INFO YOU WANT THEM TO KNOW.  I too had a very long journey with acne and completely understand what you are going through.  Please know I'm here for any questions big or small and please reach out anytime you need to.  I would love to hop on a 15min zoom call to meet you and answer any questions that might be coming up since you started the program.  You can book that appt here, ENTER INDIVIDUAL COACH ONBOARDING CALL LINK.  Best, NEW COACH NAME

• Identify why a client may need to move to a new coach

• Process of how to move a client

• Script for the coach to send to the client about the move and who they are will be moving to

• Script for the coach to send welcoming the client and introduce yourself as the new coach