Effectively following up with a client 24 hours after a client has missed their check-in.  

 

   1. Log into Clear Connection, and message your client in the CC messages.  "Hi ____!  Your check in was due yesterday, (date).  Please           submit your check-in ASAP, and I will get your regimen changes to you. Thanks, and have a great day!"

 

2. Wait another 24-48 hours for the client to complete the check-in before reaching out again. Typically the client will complete their check-in when they see your first message. 

 

3. If the client still has not completed their check-in or responded back to you. Then navigate to KEAP to check the history of receiving and opening emails from you. (Refer to SOP-V-2017)

 

4. Determine next form of communication to the client:

 

Scenario #1: The client has been opening their emails then you know they are seeing your message.  In this case, you will send them a follow up email. 

 

Add language here that lets them know that they will fall behind soon and we only have up to 3-weeks before their skin stops responding to their current regimen. It's important to include the "why" they should check-in and create a sense of urgency.

1. Script for follow up email: “ Hi, I just wanted to see if you saw my previous message about your late check-in?  It was due, ENTER DATE.  It’s important that we change your regimen within 3-weeks of your last regimen change, otherwise your skin will stop responding to the current regimen and you will start falling behind in the program.  Please complete your check-in ASAP :) “

 

 

Scenario #2) The client is not opening their emails from you which you saw in KEAP.  In this case, you will want to follow up with a phone call. 

1. Script for follow up phone call: “ Hi NAME, this is YOUR NAME.  How are you doing today?  Great! I just wanted to call and remind you that your check-in was due on the ENTER DATE. Are you recievng our email reminders regarding your check-in?  It’s important that we change your regimen within 3-weeks of your last regimen change, otherwise your skin will stop responding to the current regimen and you will start falling behind in the program

 

5. Wait another 24-48 hours to see if they respond or check-in. 

 

6.  If the client has not responded, send a text message and email  through your gmail account, to the client. 

   1. Script for follow up text/gmail message: “Hi NAME, this is YOUR NAME at Natural Acne Clinic.  I hope all is well!  I am reaching out because your check-in was due on DATE DUE and is now very late. I have not received a reply from you in Clear Connection or to my phone call. Please reply back to this text and confirm you are receiving my messages.  I don’t want you to fall behind in your progress.  Remember we only have up to 3-weeks before your skin stops responding to your current regimen. At this point we may need to restart your program if you do not check in and have your regimen changed.  In addition, if you get too far behind, we are no longer able to guarantee that you will be clear, as you have not complied with your commitment to the Online Acne Program.  

 

7. If the client still has not submitted their check-in.  Report the client as non-compliant to the Program Manager in Slack so that they can contact the client. (Refer to SOP-2180)

 

8. If the Program Manager approves, send a final message in clear connection.

   1. Script: “ Hi, NAME, if I don’t hear back from you or see your check-in come through by the end of the week, I will end your program in Clear Connection.  Should you wish to continue, please let me know :)  You have come so far already in the program, and I don’t want you to get off track to achieving your clear skin goals!   I hope to hear from you soon! “

 

9. End the client program if the client never responded or checked-in (Refer to SOP-V-2128).  ONLY END A CLIENT PROGRAM ONCE A MANAGER HAS APPROVED IT
    

10. Stop the Monthly Coaching Fee subscription in KEAP. (Refer to SOP-2155)

 

 

**If a client is at the end of the program and just needing to complete a Transition Maintenance Call, please refer to this article for the appropriate procedure- https://naturalacneclinic.happyfox.com/kb/article/563-sop-2330-submit-happyfox-tickets/

 

Similar language should be used around other compliance issues, such as low consistency in skincare and supplement use or not changing out a pore clogger.

 

• Keep client on track of the program

• Message client at first sign of missed check-in

• Continue to follow up with client until check-in is completed

• When to end a client program due to no response from client

 

Revision History

 

Date	Version	Description	Approved
2/18/2021	1.0.0	1st revision completed	bee