Coach Hub
Coach Hub
07 · KPIs & expectations
Chasing missed check-ins
When a client misses a check-in, follow this sequence.
Outreach rule
Outside of the off-week touch point, you're just expected to reply to clients. Only send other outreach when a client misses a check-in and needs following up.
Follow-up sequence
1
Day before it's due
Send a friendly reminder. Good practice for every client, and it helps your workflow and theirs.
“Hey [Name], just a reminder your check-in is due tomorrow. Looking forward to seeing how you're going!”
2
Check-in day, missed
Send a short reminder message. Most late check-ins are just forgotten.
“Hey [Name], noticed your check-in hasn't come through yet. Please get that one done when you can!”
3
One week, no reply
Send a 10-second voice note. Hearing your voice cuts through in a way text doesn't. Short and warm, not a lecture.
4
Two weeks, no reply
Send a simple, personal check-in message or call, separate from any plan talk. Something may be going on: find out, and simplify the plan to the bare minimum they can do this week.
5
Missed multiple weeks
If they've missed several weeks in a row and are still ghosting us, escalate to Jameela.
Fortnightly clients
Missed one? Reschedule the check-in for next week, not the next fortnight. Don't let a missed check-in turn into a month of silence.
When they come back
Welcome them back. No guilt, no “where have you been.” Reset and move forward.
DPperformance Coaching · Internal