The CoachAccountable Blog

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Archive for Managing Clients

3 Places to Put Extra Client Details

We often hear questions like:

  • I coach two different types of clients. How can I quickly filter by type?
  • Where can I see extra client information, like a birthday or spouse’s name?
  • Can I add ‘tags’ to clients?

The great news is that CoachAccountable already has several spots to put extra client details (and filter by those criteria).

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Simplify a Client’s View with Individual Page Arrangement

For some time, coaches have been able to change the client page arrangement. This helped customize and streamline the system; you could, for instance, turn off the Journal tab if you don’t have your clients do journaling. That gives the coachee one less thing to look at, one less thing to click on or get distracted by.

However, that had its limitations. Many coaches work with distinct groups of people, some of which journal every day and some of which never journal. Before, you as coach had to determine the page arrangement for all of your clients with a master setting.

Now, you can set this arrangement on a per-client basis.

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Have a Bunch of New Clients? Bulk Import Them.

Sometimes coaches request to bulk onboard new clients into CoachAccountable. This can happen with a new account (when a company switches all its coachees over to CoachAccountable), or when a new program starts (suddenly 45 people in the cohort need to be added by Wednesday, help!).

Adding a client the usual way is pretty quick, but going one by one can get tedious when you’ve got more than a handful.  However, if you’re handy with a spreadsheet you can get all of their information in line and import it all with just a few clicks.

» Continue reading “Have a Bunch of New Clients? Bulk Import Them.”

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.

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Confidentiality and Privacy

A common concern with using a web-based system like CoachAccountable is one of privacy: the information that is captured and stored over the course of a coaching relationship is of course of a highly personal and often sensitive nature.  To use a system like CoachAccountable, wherein that information is stored and managed with a third party, requires confidence that such private matters will stay private.

This is a worthy and well-founded concern, and the expectation of confidentially is most reasonable and in fact should be present.

To address that concern I’d like to first contrast CoachAccountable against web-based companies like Google and Facebook, whose business model is to give away the platform for free and monetize customer relationships by owning and selling the customer data.  CoachAccountable on the other hand is a platform which charges for use of the product itself, and does not traffic in the sale or sharing of data in any way whatsoever.

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What To Do if Your Client Can’t Log In

It happens: even with the login helper that CoachAccountable provides, sometimes your clients can’t get themselves logged into their account. As coach you always of course want to ensure your clients are having a great experience in all facets of working with you, so helping them get logged in is a natural thing to want to do.

First things first: make sure you haven’t deactivated their client account.  By design, a client you deactivate CAN’T log in, so be certain that’s not the reason for their issue OR advise them appropriately if it is.  (Assuming you deactivated them because your coaching relationship finished, this might be a good opportunity to invite them to start up work with you again.)

For security purposes the username and password of your clients are strictly their own, so you can’t let them know what they are or reset their password upon request.  There are a few things you can do, though.

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Quick Client Setup with Starter Kit Courses

Consider the following scenarios:

  • Nutrition and wellness coaches routinely have their clients track things like weight, exercise, and dietary intake.
  • Real estate office managers training their agents on performance will often be concerned with typical metrics like appointments, touch points, and showings.
  • Business development coaches commonly start their clients with a standard action plan which has owners taking stock of their operations and getting generally prepared for the process.

In these cases and so many more it is common for a coach to have a standard set of Metrics and/or assignments that applies to every new client they onboard.

Especially now that they’ve been freed up for everyone, CoachAccountable Courses provides a way to quickly set up new clients according to these standard templates using what I call “Starter Kit Courses”.

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The Ultimate Coaching Souvenir

It has been my experience (and I know I’m not the only one) that coaching is an overall transient experience.  You get coached, you get ideas, insights & motivation, hopefully you act on these in a difference-making way, and that’s it.

What remains afterwards is hard to define or quantify: hopefully some noticeable results persist when the coaching ends, but motivation and inspiration are eminently perishable, and ideas (unless captured) all too commonly fade from memory.

This isn’t a huge problem for coaching: again it’s ultimately about the real-world impact which gets made, and if the coaching is worthwhile this should be a given.  Still, to have some tangible souvenir of the process would be a nice perk at very least, and perhaps a substantial value-adding takeaway.

I’ve had numerous coaches ask me some variation of: “My client is wrapping up their program with me.  Is there any way I can get all of their data out of the system so that they can have it after we’re done?”

With CoachAccountable’s ability to export complete client records, the answer is yes.

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Time Formatting Options

While it’s true that I’m not getting yet making any headway on translating CoachAccountable to other languages (Portuguese and German are leading the small pack in number of requests), today I’ve added support for 24-hour formatting of times throughout the system.

This is nice for folks not accustomed to seeing times with “am” and “pm” appended (which, much like seeing 7/3/2014 versus 3/7/2014, can be quite disorienting!).

Like dates this formatting option can be set by each user independently, allowing everyone may see times in the format they’re used to.  Coaches and clients alike can find this setting on their My Account page right with the other localization settings:

Internationalization Options

Client Engagement Reports

This week has been a deep dive into client engagement in coaching programs, from why it matters and is worth managing to how to cause more of it.  To round out the series I’m happy to unveil CoachAccountable’s brand new Client Engagement Reports.

The impetus to create these reports began 12 days ago during an inspired conversation with Michael Leahy, wherein he expressed the desire to see how his clients were engaging but in a manner more efficient than clicking through to each one and manually reviewing.  The vision was further brought into focus last week when Nicky Roberts shared how keeping up with clients who are falling off in their engagement has made a substantial difference in her client retention.

So now I get it.  Between action plans, marking things done, accessing shared files and more, CoachAccountable already maintains a seriously detailed record of how much clients are engaged in their coaching process.  Knowing that a client is falling behind is actionable information: a chance for coach to check in and offer whatever support might be appropriate.

All that’s needed to make an actionable gauge of client activity is to pull it all together and present it to coach in a way that’s super simple to understand.  Thus the new Client Engagement Reports:

How engaged each client is on a week to week basis.

Move your mouse over any band of activity to see the breakdown of what it entails.

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