Coach Hub
Coach Hub
05 · Admin SOP
Changes, refunds & where things live
Service switches
#admin-service-changePost service-change requests in #admin-service-change on Slack. These go to Jameela (Admin).
The requested date is what the client asked for. It is not a confirmed billing date.
Copy this format
Service change request
Name: [Client name]
Current service: [Current service]
Requested service: [New service]
Requested change date: [Date requested by client]
Reason: [Reason for the switch]
Tag Jameela with her actual Slack mention when posting.
Refund requests
Escalate all refund requests to Jameela (Admin).
Complaints & coach reassignment
Complaints will often come to Daniel. A client can be reassigned to another coach. Head coaches manage this.
App vs WhatsApp
In the app
Programs, training, meals
All client programs, training, meals and related coaching material.
On WhatsApp
Check-ins & communication
Check-ins and client communication, in the client's group chat. Check-ins should also be saved in the app.
The client WhatsApp group
Each client has a WhatsApp group with Daniel, you and the client.
Daniel is there to oversee everything, and so the admin team can flag anything if needed.
All communication with the client stays in this group.
If a client messages you privately, redirect them to the group and forward their messages back into the group.
DPperformance Coaching · Internal