Run a coaching program

A program sells coaching in tiers. Each tier has a monthly price, a term and a number of sessions a month. You enroll a client in a tier, give them a coach, and keep their sessions and notes together.

Before you start

• Programs use memberships, so they're on Cadet and up. Cadet includes 3 membership types, and each program tier counts as one. See Create a membership plan.
• Connect Stripe under Settings → Online payments so clients can pay. A tier billed through Square may not be sellable yet. If so, it stays off the Enroll list, with the note "Square-billed memberships can't be sold here yet."

Create a program

1. Open Finance → Programs.
2. Select New program, type a Program name and select Next.
3. In the editor, add a Description if you want one.
4. Under Tiers, set each tier's Tier name, Price per month, Term (months) and Sessions per month. Use Add tier for another.
5. Set a tier to Selling when clients can join it. Hidden keeps it off the Enroll list.
6. Select Save.

To include a group call, select Add group call and pick a repeating event. If none is listed, create a repeating event in the calendar first.

Enroll a client

1. Open the program and select Enroll. You can also start from the client's page, with Enroll in a program in its menu.
2. Choose the Client and the Tier. Only tiers set to Selling are offered.
3. Choose a Coach. A tier that includes sessions needs one, and the coach must be an active member of your workspace.
4. Under How they pay, you get a Pay link to send. The membership starts when they pay.

Book sessions and add notes

Once a client is enrolled, their page in Clients has a Program card showing their coach, term, sessions used and next session. You need permission to edit clients to use its actions.

• Select Book session to open a new event for this client and coach. If the membership is frozen, you're asked first.
• Select Session note and write what you covered and what's next. It's available once the client has had a session.
• Turn on Share with client and the client sees the note on their portal, with that session. Otherwise only your team sees it.

From the card's ⋯ menu you can change the coach, freeze or unfreeze the membership, or cancel it. Freeze appears only if the tier allows freezes. For a membership billed in Square, freeze and cancel are done in Square.

Share files and links in Resources

Each program has a Resources tab for files and links your clients can open from their portal.

1. Open Finance → Programs, open the program and choose Resources.
2. Select Add resource, then:
   • Choose from Files for a file that's already in Files.
   • Upload a file for a new one.
   • Add a link to type a Name and a URL that starts with https://.

Each row shows the file's size or the link's site, with an Open button and a ⋯ menu. You see "Added to the program." when it's added, and "That's already in this program." if it was there already.

To take one off, open its ⋯ menu and choose Remove from program. You're asked first. Removing a file from the program doesn't delete it: "The file itself stays in Files." If you later delete the file from Files, its row stays as File deleted, with only Remove left.

Anyone who can view clients can read the tab. Adding and removing resources needs permission to edit clients and access to all clients, so staff limited to their own clients can read the list but not change it. Resources is on the web app now and comes to the iPhone app with its next update.

What your client sees

On their portal, an enrolled client gets a My program section above their membership card:

• The program, their tier and which month of the term they're in.
• Their next session with their coach, with a Join button when the event has a video link, and the next group call.
• Book with their coach, with the sessions left in their term. This needs Specialist or higher and a booking page where that coach is the only host. Without one, the client can use your portal's general Book button, or is told to contact their coach.
• Past sessions, newest first, with the notes you shared. Missed sessions aren't listed, and notes you didn't share stay private.
• Resources: each file or link you added, with its size or site and an Open button that opens it in a new tab. The section is hidden when the program has none, and a client whose membership has ended doesn't see it.

A frozen or overdue membership shows no booking button until it's active again.

Keep track of members

Open a program to see its tiers, members, monthly revenue, renewals due and who left.

• Members lists everyone enrolled. You can search and filter by tier, coach or status: Active, Renewal due, Frozen, Payment overdue or Ended.
• Sessions lists sessions in the date range you pick, with attended, no-shows and show-up rate.

Renewal due appears 30 days before a member's term ends, so you have time to ask them to renew.

To compare coaches and tiers across every program, use the Programs & Sessions report, on Voyager and up.