Coach Hub
Coach Hub
07 · KPIs & expectations
Response times & check-ins
All times in this pack are Melbourne time.
4 hrs
Average reply time to client messages
24 hrs
Maximum check-in turnaround, aim well under
10am Sun
Latest plan and welcome video for a Monday start (Melbourne time)
Client response time
Reply to messages within an average of 4 hours. Set the expectation early, depending on how you want to work.
Sunday is the only day you can elect not to reply. If you don't want to message on Sundays, say so in your welcome video: you're away from your phone and replies come back Monday. Happy to reply on Sundays? That's fine too. Every other day, reply in a timely manner.
Check-in days & turnaround
You set your check-in days. Speak with your head coach to find a structure that works for you.
Not messaging on Sundays? Then don't have Saturday or Sunday check-in days.
Check-in in before 2pm Melbourne time on the day: respond the same day.
Check-in in during the afternoon: respond that day or the next morning, depending on how you work.
Tell clients your cutoff (e.g. a 5pm check-in gets done next day). If the expectation is set, you're not missing the bar.
New client plans & welcome videos
Clients start on Mondays. Signup cutoff for a Monday start is Friday afternoon (Melbourne time), so you'll usually have at least the weekend's notice of a new client.
Q&A in by Saturday midday → plan and welcome video sent by 10am Sunday at the latest.
Q&A comes in later, e.g. Sunday morning or afternoon? Still try to get it done by Sunday night. If that's not possible, Monday first thing is fine.
Plans can be done earlier, but send them Saturday morning: enough time for questions, without a week of pestering before they start.
DPperformance Coaching · Internal