Coaching Client Hold Request Standard Operating Agreement

Purpose

This SOP outlines the required documentation, review standards, and step by step process for receiving, validating, and processing client hold requests. It ensures consistent enforcement of contract expiration dates and prevents misuse of the hold process.

Scope

This SOP applies to all coaching programs and to all coaches submitting requests through the Business Operations Request form. This SOP also applies to all Business Operations team members who review or process client holds.

Definitions

Client Hold: A temporary pause in active coaching sessions that is valid only when the client directly requests it.

Written Proof: Any written message from the client requesting the hold or a coach generated confirmation email documenting a verbal request.

Contract Expiration Date: The final date by which all sessions must be completed. Client holds do not extend or modify this date.

Rules for Contract Expiration Enforcement

• All coaching contracts follow the original expiration date.
• A client hold does not pause.
• A client hold does not extend.
• A client hold does not modify the contract term.
• All coaches must communicate this standard to clients when discussing hold requests.

Requirements for a Valid Client Hold Request

• Email from the client.
• Text message from the client.
• Verbal request made on a call, documented by a coach generated written confirmation email.

Scenarios that do not qualify as a client hold include:

• Scheduling a session one month out.
• Scheduling a session two months out.
• Requesting slower session pacing.
• Spacing sessions farther apart.
• A coach deciding a hold might be helpful.
• A coach assuming a hold based on scheduling behavior.
• Any situation where the client did not directly request a hold.

Required Documentation

• Client email requesting the hold.
• Client text message requesting the hold.
• Screenshot of the client request.
• Coach generated confirmation email documenting a verbal request.

Coach Responsibilities Before Submitting a Hold

• Confirm that the client directly requested the hold.
• Gather written proof of the request.
• If the request was verbal, send a confirmation email to the client and save a copy.
• Communicate to the client that holds do not extend contract time.
• Submit the request using the Business Operations Request form.
• Attach all required documentation.
• Add any relevant notes for context.

Business Operations Responsibilities

• Review the attached documentation.
• Validate that the client directly requested the hold.
• Confirm that the documentation meets written proof requirements.
• Provide clear notes in Zendesk when rejecting or requesting additional information.
• Update all internal systems as needed.

Reasons a Hold Request Will Be Rejected

• Missing written proof from the client.
• Documentation does not show a direct client request.
• Coach submitted a hold based on assumption or scheduling behavior.
• Coach did not provide a confirmation email for a verbal request.
• Request conflicts with contract expiration enforcement.

Operational Flow

Step 1. Coach Identifies a Client Request

• Client directly requests a hold.
• Coach verifies request type.

Step 2. Coach Documents the Request

• Collect written proof.
• Send confirmation email if requested verbally.
• Save all documentation.

Step 3. Coach Submits to Business Operations

• Use the Business Operations Request form.
• Attach all documentation.
• Add context if needed.

Step 4. Business Operations Reviews the Submission

• Validate written proof.
• Confirm the request meets requirements.
• Process the hold, request more information from the coach to process or let the coach know that the hold is not processed and explains why.

Quality Standards

• Documentation must be clear and readable.
• Confirmation emails must include the date the verbal request occurred.
• All submissions must follow the contract expiration enforcement rules.

All Business Operations responses must be supportive