The CoachAccountable Blog

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

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My First In Person With A Customer

Most of the time, I interact with CoachAccountable customers through phone, email, or screen share. While I think those are all perfectly acceptable forms of communication, I relish the opportunity to meet with a customer face to face. Getting to know coaches is one of the perks of my work, and the best way to do so is in person.

That opportunity — my first — came up the other week. David Frank Gomes, of Life Compass Coaching, emailed John to ask a couple of questions. David recently joined the volunteer board of Create Change, a charity working to empower girls and youth in Canada and Ghana, and he wanted to know how to best setup program participants in CoachAccountable.

David, who resides in beautiful Vancouver, has been a user and fan of CoachAccountable for a couple of years now, and had actually met with John in person a back in 2014. Since I had a trip planned to Vancouver to visit family, John suggested that David and I meet up. Thank you John for keeping me in mind!

David and I ended up meeting at a cafe right next to the scenic Granville Island. Coffee in hand and laptop and iPad open, we talked about how to best setup the Create Change program — a leadership and marketing program for Vancouver highschool kids who raise money to send girls in Ghanan to school — in CoachAccountable.

It was a fantastic time. I listened to his vision for the program and how CA would fit. We went through Courses and Groups and piping in Worksheets from Metrics. One suggestion I gave that seems to be much appreciated with whoever I talk to is the idea of Starter Kit Courses. If nothing else, take advantage of the automatic delivery of Courses to send onboarding messages, Worksheets, and maybe even a short screencast tutorial to get new clients off and running with the system.

The beauty of meeting up in person is the conversation: the attempt to understand the coach and the program and the subsequent feedback and back and forth that occurs as new questions and ideas inevitably arise. And to top it all off, selfies are possible:

davidandpaolo

I appreciate the chance to get to know our customers because I end up learning more about coaching, why folks become coaches, and more and more, what quality coaching looks like. All valuable knowledge in and of itself, but especially in the context of the work I do.

Thanks for meeting up with me David. It was lovely chatting with you and I’m glad I could be of service!

Using CoachAccountable to Share Progress

CoachAccountable helps translate idea and insight into real, tangible progress. Over the course of a coaching engagement, this progress gets captured: Actions completed, Metrics recorded, Worksheets filled out and more all serve as tangible proof of your clients’ growth.

As a general rule, the detailed documentation of this coaching work is private, just between you and your client.  There are, however, scenarios in which it is desirable or even necessary to share how things are going to an interested third party.  When working with individuals from a client company, for example, the hiring entity will often want to peek in at how things are going in order to be assured that their coaching dollars with you are well spent.

In these situations it’s useful to take advantage of CoachAccountable’s ability to summarize client happenings and export the data in a format that’s easy to both share and understand.  CA is setup to make sharing a breeze.

Here are three methods you have available for sharing the results and progress of your coaching work.

1: Happenings Reports

Happenings Reports allow you to set up automated, recurring reports of what your clients are up to.  You set the report up once, then sit back as they get delivered to the pertinent parties on whatever regular schedule you choose.

Happenings Report listing

Setup is simple. Head to My CA >> My System >> Happenings Reports and click +Happenings Report. From here you’ll simply need to indicate who to send to, which clients to report on, and when to send.

Here’s what one looks like in your inbox:

Happenings Report example

Happenings Reports are meant to be versatile enough to handle different types of recipients and scenarios. For example, you might find HR management calling for once-a-month reports on concrete, quantifiable evidence of client performance. A Happenings Report is perfect for this, especially one that hyper-focuses on the numbers by being configured to include only Metrics.

Another useful feature of Happenings Reports is the ability for client and coach to make comments on any item within a Happenings Report via email by clicking on the small comment icon next to the item. Comments made via email are recorded in CoachAccountable as Stream Item, and (as always) emailed automatically to the other party.

This feature creates another opportunity for you and your clients to have productive discourse. In this way, Happenings Reports function as both a reminder and opportunity for conversation. Going through a Happenings Report might trigger a comment that wouldn’t have been made otherwise.

To learn more you can check out the full illustrated lowdown on Happenings Reports.

2: Client Exports

Have you ever wanted to download a record of everything you and a client have ever done together?  CoachAccountable allows you to do this in a couple of clicks through Client Exports. Though not automated like Happenings Reports, Client Exports offer a bit more flexibility in how the information is presented.

On the Clients tab, hit Export for a given client. Here you’ll choose the date range that the export is to cover (or just leave it blank to include the complete history), which types of items you’d like include, and whether you want items to be displayed in chronological or reverse-chronological order.

Include as little or as much of the client record as is appropriate for your purposes.

Include as little or as much of the client record as is appropriate for your purposes.

What comes out is a lightweight HTML file that’s easy to publicly showcase, or send in a secure manner:

clientrecordaaron

Use Client Exports as case studies to show off your coaching style and results, as a regular end-of-engagement souvenir for your clients to keep, or as a way to keep interested parties in the loop on how the coaching work is unfolding. Read more about Client Exports here.

3: Direct Access

This method is the most involved but especially handy for those third parties who would like a live window into what’s going on with your clients. Rather than give someone a report, you can, with CoachAccountable Team Edition, allow them to login in order to directly view (and not interact with) certain clients of interest.

For a third party, there’s a certain assurance in this practice that nothing has been altered in any way — the third party is viewing what is actually happening in-system.

There are two ways to go about this, with the difference being how much the third party can actually see.

Approach 1: Selective Client Pairing

Client pairing is appropriate for when you want to give a third party view-only access to one or more specific clients.

To set this up, add the individual as new coach.  When presented the Permissions Settings for this new coach, designate the individual as one of the team coaches but DON’T grant any of the permissions for that role, like so:

viewonlycoachperms

This setup ensures that the third party will only be able to view the clients you pair with that coaching account. The next step is to actually do the pairing and make sure no interaction can take place between the client and the third party user. Click the Pairing button for your newly added coach, then click the clients you’d like to pair the coach with.

By default, clicking on a client will give a coach “Coaching” access. Since you don’t want the third party to actually engage with your clients, simply select the triangle in the upper right of a given client to toggle the status from “Coaching” to “View only.” Hit Save Pairings and you’re all set.

viewonlycoachpairing

The red triangle in the upper-right indicates “View-only”.  In this setup we’re giving Frank view-only access to Lee Bron.

In the majority of cases, you’ll use this client pairing approach because it allows you to retain control over which clients your third party actually sees.

Approach 2: View All Clients

This approach gives the third party complete access to view ALL clients within your account, and is useful and appropriate to, for example, give someone high up within your organization a the complete picture of all coaching being done.  It is the ultimate in administrative oversight and enables complete transparency.

Similar to selective client pairing, you’ll add the interested third party as a new coach. When presented with the permission settings, instead of making this person one of the team coaches you’ll give them an administrative only role.   Then under the Administrative Permissions, check the boxes for “View all client happenings”.  If groups are relevant and this individual should also get to see all group happenings, check the “View all Group happenings” permission as well.

viewonlyadminperms1

This user will, like a normal coach, be able to login and see the list of clients as well as everything your clients are up to.

The Admin can't interact with the client at all. Notice the lack of big, green buttons.

The Admin can’t interact with the client at all. Notice the lack of the usual big, green adder buttons.

A powerful and detailed record of the coaching work naturally arises over the course of using the tools of CoachAccountable within a coaching relationship.  In addition to making the actual week-to-week coaching better, you can leverage this record to share the results of your work and better demonstrate the value of your work.  Enjoy!