Listen on the Empowered Coach Podcast

Welcome to another episode of the Empowered Coach Podcast, where we dive into the world of coaching and healing businesses. In this episode, I want to share my personal journey and insights on building a thriving client success department. As the Head Coach in a multi-seven-figure business, I discovered some gaps in the business I worked for, which led me to pitch a new role and eventually extend my expertise to other coaches and healers. Join me as we explore the essential strategies for success in this field.

Establishing Measurable Success:
One of the key elements in creating a successful client success department is establishing measurable success for support coaches and healers. Making clients feel safe, served, and supported should be at the forefront of our minds. As CEOs, it is crucial to have a clear understanding of the roles and responsibilities we expect from our support coaches. Vague expectations only lead to confusion, so let's define how we want them to assist our clients.

The Importance of a 90-Day Onboarding Plan:
To ensure seamless integration and success for support coaches, a well-crafted 90-day onboarding plan is essential. This plan should include measurable benchmarks set in 30-day increments, giving us clear indicators of progress and growth. Additionally, assigning a dedicated point of contact to train and mentor the support coaches throughout the onboarding process can make a significant difference.

Real-Life Example:
Allow me to share with you a real-life example of how I helped a friend establish support coaches in her community. By immersing ourselves in the coaching program, reviewing coaching calls and surveys, and identifying gaps, we were able to create a comprehensive job description that attracted the right candidates. This strategic approach to closing gaps ultimately increases the lifetime client value, benefiting both the clients and the business.

The Role of the Client Success Department:
Building a robust client success department goes beyond handling customer complaints. It involves managing the customer Ascension journey, guiding clients through different program levels, and establishing clear benchmarks for success. Our aim should be high client satisfaction and retention. The support coaches play a pivotal role as the first line of defense, being intimately aware of clients' needs and concerns.

Empowering Support Coaches:
It is crucial for CEOs to listen to their support coaches and empower them to investigate and address potential issues. By valuing their insights and expertise, we create an environment that fosters growth and client satisfaction. The sense of feeling supported by the client success department directly impacts clients' willingness to continue with the program and engage in further offers.

The Wrap-Up:
In conclusion, building a thriving client success department requires a solid foundation for support coaches and healers. By establishing measurable success, integrating them seamlessly into the business, and empowering them to address client needs, we can create an exceptional client experience and drive business growth. Remember, the success of our clients ultimately determines the success of our business. Let's invest in their journey and watch our businesses flourish. Thank you for joining me for another exciting episode, and until next time, keep building and thriving.