Pauses & cancellations

Coach Hub

05 · Admin SOP

Your day-to-day guide to client admin. Set expectations early, communicate when something changes, and go to the right person when you need help.

#admin-pauses

Post pause requests in #admin-pauses on Slack using the format. Jameela (Admin) approves pauses, and questions go to her.

Minimum pause is 1 week. If a fortnightly client only wants a week off, offer to swap the fortnight instead.

Maximum pause is 12 weeks unless approved for longer. There must be a reason for the pause.

Billing is skipped during the pause. Clients lose app access and check-ins aren't required.

Copy this format

Pause request

Name: [Client name]

Pause starts: [Date]

Pause end: [Date]

Reason: [Reason for the pause]

Tag Jameela with her actual Slack mention when posting.

#admin-cancellations

Cancellation requests go to Jameela (Admin). Post in #admin-cancellations using the format.

Client still inside their initial 16-week term? Message Jameela directly. Don't put it through the channel.

There's a 2-week notice period from when the client puts in their cancellation. Let them know this, and tell them you can put it through.

Copy this format

Cancel Request

Name - [Client name]

Cancellation requested on - [Date]

Reason - [Reason for cancelling]

Tag Jameela with her actual Slack mention when posting.

Before anything goes to Jameela, run the save conversation. Follow the De-Cancel List →

DPperformance Coaching · Internal