The CoachAccountable Blog

What's new with the CA platform, tutorials on using it, and customer spotlights.

On Not Overwhelming Your Clients

I’m going to open this discussion with a quote:

With great power comes great responsibility.
– Voltaire (or maybe Spiderman, for some reason it’s not clear)

CoachAccountable gives you, as coach, great power to cause accountability, follow through, and ultimately results with the people you coach.  It can serve as a brilliant “auto nag” system that can gently guide your clients to act upon your coaching, doing so in a hands-off manner that takes the edge off any creepy feeling that you’re obsessing over what they’re doing (or not doing) in a given week.

You have the power to set in motion timely reminders for the assignments you give your clients, helpful reminders for upcoming appointments, notifications of when deadlines have slipped, and routine prompts for tracking things of importance.

These things can be sent via email or text.  They happen automatically.  They nudge your clients to succeed.  They’re great.

Until they’re not.

This great power entails great responsibility: you can setup CoachAccountable to be this lovely vehicle of awareness, but by the same token you can (inadvertently!) setup CoachAccountable to spam your clients into annoyance and tuning out the whole thing.

With great power comes great responsibility.

We occasionally hear from coaches (sometimes as part of their cancellation feedback!) that their clients are overwhelmed by the notifications that CA sends.

I’m going to make a provocative statement here and now about client overwhelm and CA:

If your clients are overwhelmed by the notifications of CoachAccountable, you’re doing it wrong.

This is good news, though: like any bad thing with which the ball’s in your court, you have the power to do something about it.

Happily, CoachAccountable gives you a LOT of control by which to do something about it.  Let’s take a look!

Notification Settings

The first place to go to tune how much and when CoachAccountable notifies your clients (and you!) is My CA >> My System >> Notifications.

This page offers numerous settings, here are the ones concerning Actions and Worksheets.

Maybe we just shouldn’t notify our clients when things fall behind, and just talk about it on our calls instead?

With a few clicks you can turn off notifications for late assignments for all of your clients.  Note how many of these are to do with YOUR preferences, when YOU want the system to send you notification of things your clients are up to.  (So if you as coach are feeling overwhelmed, this is a good page to visit!)

Appointment Reminder Defaults

If you use CoachAccountable to schedule appointments with your clients, the system will send handy reminders to both you and them to ensure you’re both prepared for a productive session.  When setting up your Appointment Types (My CA >> My System >> Appointment Scheduling) you can create a set of default appointments.

In these defaults you can find a nice balance between being reasonably certain your clients will be prepared for your session, like this…

This should suffice to have ’em come prepared.

…and just plain annoying them, like this:

Why would anybody do this? Please, nobody do this.

Assignment Reminders

Like Appointments, when setting up Action items and Worksheets for your clients you are able to set in motion a collection of reminders to go with it, like so:

One thing working in our favor here is that once an Action (or Worksheet) has been marked complete, the system won’t send out any more reminders for it (no need to be reminded to do something that’s already been done, right?).

There is still to use moderation.  It might be temping to setup a big string of reminders (it’s not due for 2 weeks, I should have the system remind them every day so they don’t forget!), but again we want to make sure our clients don’t get more reminders than would actually be difference-making.  When we cross that threshold we risk entering the eyes-glaze-over zone for these notifications (wherein they’re simply ALL ignored).

For longer term assignments I like to give 2 reminders: one that’s somewhere in the middle of the time span between assignment and due date (a sort of “hey, this assignment is still out there, so make sure you’re working on it!”), and one that’s just a little before the deadline (ideally functioning as a “hey, you’ve still got enough time to get this done on time, so please get on it if you haven’t already!”).

Smaller or more near term assignments I like to give 1 or zero reminders.  Why would I not set any reminders at all?  Well…

Be Mindful of the Whole Picture

In a coaching call you and your client might come up with a dozen good things for he or she to get done in the coming week.  Reminders for each is apt to be tedious: you might attach a reminder to just a few key Action items, or maybe even make an additional Action item to serve as a helpful prompt for your client to get crackin’ on their list:

Your preferred degree of flippant vulgarity, of course. Never underestimate the boon of a little levity.

Mind any Metric Mayhem

Metrics keep your clients on top of performance and reporting of key thing they’re out to track/improve over the course of working for you.  Reminders make reporting a breeze, being sent off whichever days a data point is called for.  Some things they’ll be tracking weekly, some things they’ll be tracking daily.

Like “Being Mindful of the Whole Picture” above, think about how the collection of Metrics a given client is working on will play out in terms of reminders.  If they have, say, 8 things they’re tracking daily, it could be a bit much to get 8 emails every day, each prompting your client for “What’s your number on this thing for today?”.  If you’ve got your client tracking a lot of things regularly you might skip all the reminders and setup something like a regular Worksheet into which they can report on everything in one fell swoop.

Group Notification Settings

Groups are great in that they serve as a hub for your coaching groups to communicate about the shared experience of going through your coaching program, a way to foster a sense of community and shared accountability.  But for some people in some groups, getting an email every time someone posts a message or a comment to the group is just too much.

Let your clients know that they can opt out of comments and/or messages from other group members by simply clicking the “Settings” button while logged in and looking at the Group.  You as coach can set the defaults for these settings to whatever is going to be most appropriate for your people:

Suspect this is gonna be chatty and not everyone will be down for that? Better uncheck these.

Zero to Sixty in 4-5 (settings)

Ultimately CoachAccountable can be configured to send way too many notifications to your clients, or none at all.  Between these two extremes lies a sweet spot for any given client, a volume in which CoachAccountable is sending helpful prompts to keep progress moving along between your sessions and without blowing up their inbox.  Tuning the settings in these 4 or 5 areas will allow you and your clients to find just that right balance.

There’s no one size fits all, but know that you don’t have to get it perfect right off the bat.  After they’ve been on it for a week or two, ask your client how the system’s automated notifications are working and tune as needed.  It’s a great way to be truly of service to your client, and to help them get the most out of your coaching.

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1 Comment »

  1. John Kenworthy said,

    March 6, 2017 @ 8:03 pm

    SO true.
    It is way too easy to overwhelm clients with notifications. But then it is so flexible.
    I have found that the sweet spot for most of my clients is one day before and 1 hour before due.
    And I ask clients in their first session about how much they need to be nagged. And one of the first actions for new clients is to block time off in their schedule for their “homework”. If they don’t, then they won’t ever “find the time”.

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