Intro Call and MIA Client Cadence

Purpose
This article outlines the required steps for initiating contact with a new client, the cadence for continued outreach, and the correct process for submitting an MIA ticket to Business Operations. This ensures accuracy, consistency, and clean reporting across all coaching programs.

Intro Call Requirements
Every new client must receive an Intro Call as the very first outreach. Follow these steps.

• Call your new client within 2 business days of receiving the assignment email.

• If the client does not answer and you leave a voicemail, send a text message from Zoom.

• Send a follow up email after the text message.

• Log the Intro Call session on the client's CX page immediately, whether or not you reached the client.

• Document every call, text, and email using the Log Activity button.

Required Weekly Cadence
After completing the Intro Call, complete the same outreach cadence once per week for 2 additional weeks.

• Call the client using Zoom.

• If there is no answer, leave a voicemail.

• Send a text message from Zoom.

• Send a follow up email.

• Log all touch points in Salesforce under Logged Activity.

This cadence is completed a total of 3 times ( every 7 days) The Intro Call counts as the first outreach.

When to Submit a Client as MIA
If the client has not responded after the 3 full outreach cycles, right before 30 days, submit the client as MIA.

• Send the MIA note below letting the client know you were not able to reach them and that their contract will be moved out of your active roster so they can be supported when they are ready.

Hello (Enter Client Name),

I am reaching out because you made a meaningful decision when you stepped into coaching, and I want to make sure you have every opportunity to use the support you invested in.

I have attempted to connect with you and have not been able to reach you. I understand that life can get full and that timing matters. Coaching works best when we are in communication and moving forward together, and that starts with scheduling your sessions.

I am going to pause my outreach for now so you have space to decide your next step. If you would like to continue your coaching, please reach out and we will schedule your next session.

I believe in your ability to create the outcomes you want, and I am here to support you when you choose to reengage.

Committed to your growth,

• Log all final communication in Salesforce.

• Submit the MIA ticket to Business Operations.

Submitting the MIA Ticket
When completing the Business Operations Request form:

• Select Client Other Request.

• Select MIA Client.

• Confirm that all calls, texts, and emails are fully logged in Salesforce.

• Include any relevant notes that support the activity history.

Important Standards for All Outreach

• Use Zoom for all outbound calls and text messages.

• Send emails from your Tony Robbins email account.

• Log every touch point under Logged Activity in Salesforce.

Clear cadence creates clarity for the client and clean reporting for the team.