Kate is a life coach for women who want to step into their feminine. When she came to me a few months ago, she'd been in business for two years and was consistently bringing in $6K per month. She had regular clients on retainer and was prominent on Instagram and on her Facebook page.
She was starting to get noticed in her zone of genius and the dreamy clients that she was writing and creating for were finding her. It wasn't often that she was turning someone away because they weren't the right fit.
The busier she got, the more she felt like she was missing things and leaving herself open to trip ups and becoming a disorganised mess. She was ready to take on a VA as well, but couldn't pinpoint exactly what their tasks would be.
Her Current Process:
When a potential client landed on her website and decided they’d like to work with Kate, they’d fill out a contact form which would send an email to her inbox. She’d receive it and respond with the same answers, telling this potential client about her services and suggesting they arrange a time to chat via Skype. They’d email backwards and forwards to find a time that suited them both, sometimes needing a time convertor to work out which time zone they were both in.
After half a dozen emails, Kate would enter the appointment in her calendar. Every so often, she’d double book herself or forget to add in another appointment. It didn’t happen regularly, but she was getting more and more enquiries as time went on and she suspected that double-booking herself could become a real problem in the future.
The majority of her work with clients was face to face via Skype, but she’d send her clients worksheets and resources most weeks that were relevant to what they’d talked about in that session. She’d take notes during their call and type them up later that night, as she’d sometimes have back to back client calls on the days that she’d set aside for 1:1. She’d be so busy that it could take her days to get the notes to her clients and they’d lose that momentum from their session together by the time she’d reached them with their homework.
Once session notes were typed, Kate would copy & paste them into an email to her client, then search the files on her computer for the resources and worksheets she knew would complement their work perfectly. She’d find them, attach them and send it off to her client with a reminder to let her know their available times to book in their next session – and so the backwards and forwards email cycle would begin again.
What We Implemented:
We ran through the Process Map exercise together and Kate realised that her client on-boarding process was the most stretched out part of her process. We focussed on it primarily and the rest of the process soon fell into place when we planned it out.
Scheduling with calendar integration.
Of the options I researched for her, Kate chose Satori. It's has easy integration with her current mailing list provider Mailchimp as well as taking payment for the coaching package at the time they book their very first session. What got her really excited about Satori was the ability to write the client contract straight into the on-boarding process, which means her clients must read and agree to the contract before they can even move onto her booking calendar.
We also synced her Satori calendar with her personal Google Calendar, as she often has family commitments that can throw out her usual availability. By syncing the two, Kate can schedule something in Satori or GC and know that it will block that availability out on the other.
Video call recording.
Typing notes was becoming a huge job when Kate had 4 - 5 client sessions per week, so we installed E-Camm Recorder for Skype. We set it up so that the videos are all saved in a central place on her computer and she can simply give her client a copy of their session video for their own reference.
Cloud storage folders for each client.
To have somewhere to have store the worksheets and videos for her clients, we set up Google Drive and created folders for each of her clients. It gave them a central place to exchange files and resources and with a simple drag & drop the client had their homework. Being available only to those who were invited, it meant that the information being shared was still private between Kate and her client.
Satori sends out reminders to Kate's clients that they're due to book their next session, so she doesn't have to find the time to sit down and email them with availability. The syncing calendars mean that she isn't double-booking herself or slipping appointments in on days when she hasn't scheduled herself for 1:1 client work.
Mailchimp is already adding her new clients to her mailing list, so there's no need for her to manually enter them or export a .csv file.
Contracts are already signed and saved on file, so they're always easily accessible by both Kate and her clients.
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