35: How to Receive a Client Best

Help Best

Today's tips come from Karen Hazelton. She's recently received transfers from several other mentors and had great success with the clients, because she shows the clients they're being cared for by a team - and even though the style of coaching will be different, she already knows their history and goals.

Her notes: OVERVIEW:

1. Build trust

2. VERY small tasks with CLEAR descriptions for desired results

3. Strong metrics focus

4. Setting goals WITH timelines (goal timeline is key)

5. Use an annual plan to review projections and stay on track - it's not ok to be stagnant!

DETAILED DESCRIPTION:

1. Review call notes and tasks from previous calls, check out copper for old messages or notes that might help me understand the situation better, and slack with the previous mentor to see if there is any additional insight they can give me.

2. BUILD TRUST: Schedule a 15-30 minute call with the client (this is in addition to their first full call I will do later in the month). This is all about getting to know them better. It's casual and I follow up regarding tasks/notes/insight from their last mentor. Their first homework is to send me a list of ALL the issues they are currently facing at their gym. Nothing is too small or too big, but I tell them it's important to do this AND send it to me before our next call. Then I can look at everything ans identify opportunities for them BEFORE they talk. This helps me be super prepared for their first call too.

On that first call, we go over the list and I ask them, what do YOU feel like is the first area to focus on. Then we talk through the order to approach these issues, working hard to identify what the "lead domino" is. Is there ONE thing we can fix that would help fix others? They barely know me, so until I have earned their trust, I am aware that I want it to feel like it is THEIR decision (although I am supportive in helping them determine which is the most important next step.)

Then, we prioritize and execute on that next step. SLOWLY moving the needle. The tasks are VERY small and detailed so that there is no "grey area" it's very clear whether or not they do them.

3. Mentees in this scenario tend to need EXTRA accountability, so as we look through their tasks from the previous call, it's not just "did you do this?" but "share your screen and show me what you did" or what was the exact result from this task? I always have at least one check-in in between calls asking detailed questions for how the month is going.

4. METRICS FOCUS: Then, we usually have to spend a good amount of time on metrics. REALLY understanding them and how important they are to determine goals and action items, as well as a timeline to reach their goals (I love the Goal timeline for this!). Setting realistic expectations are key and also getting the point across that it's not ok to be stagnant anymore :)