6 standards for a great client experience in our new group coaching program

Hey 🙂

We’re right in the middle of building out and launching a new group coaching program for sales reps. It’s like building a business within a business.

As I’ve been building this out, I’ve also been building a set of standards that are helping me to do the right things.

I took these standards and wrote them down on an index card and put them in front of me so that I can remind myself what’s important.

Here they are:

Every client has a goal.
Every client knows their numbers.
Every client has a plan.
Every client knows where they are in the program.
Every client knows that they’re making progress.
Every client knows if they’re stuck.

My sense is that if we can stay true to these standards, then every client is going to get a tonne of value from the work that we’re doing.

This has led me to build in features into the group coaching program that automatically take care of these standards.

Firstly, we have a program tracker that tells a client exactly what the plan is, where they are in the program, where they’ve been, and what they’ve still got to do. If a client isn’t making progress, we’ll be able to see it.

Secondly, we have an interactive sales revenue tracker that tracks three numbers:

Average deal size
Closing rate
Total sales revenue

Every client has to complete this when they start the program, and keep their numbers up to date each month. This takes care of a few key standards:

Records where they were when they started (Do I know what needs to change?)
Challenges them to create a 12-month goal (Do I know why I’m here/Do I have a clear goal?)
Asks them to input their numbers every month (Do I know my numbers? Is it clear how much progress I’m making?)

With these two integrated features together, they take care of the six standards that I listed above, which ultimately gives me peace of mind as we scale the program, knowing that if every client is using these features properly, then they’re likely to stay, get a tonne of value from the work we’re doing together, and be a more successful sales professional.

🗣️ 👀

Chris.