Client Management and Communication Systems

I think there's so much to unpack in that. And I think this is going to be a really interesting episode personally for me, because it's going to be all these light bulb moments as I'm, you know, still learning, even though I've suspected for a while and done my research and, but I'm still learning about it in so many ways. And like, interesting you bring up the personal relationships in terms of like remembering to be friends with people. I was like, I see this all the time. And like Ellie will call up, you know, our parents like three, four times a week. They'll have regular contact with their friends. and i'm sitting there going man i haven't spoke to my best mate in six six months i'm sitting there like it's weird moment now like you know planning a wedding and i had to you know call our best best mates and i had that moment going do they still even consider me a good mate like like i don't speak to them i still do but i just i you know you don't and i find this how do you find this for client work because i often find like like with touch points particularly with touch points for clients like check-ins they're in the diary they're regimented they're good i get that programming all that all the actual stuff main stuff is fine but those little little things through the week i could quite easily it's not because i don't care but it's just like i'm quite sure we haven't messaged me so oh monday checking day i'll you know message yeah yeah my my big one is i don't do weekly check-ins anymore um i finally just don't work with what i do i would rather talk to clients every day so that's what i like about the system to use because when they finish a workout, I get pinged. I can open up the workout. I can watch the videos. I can take screenshots to show them where they're at a position, what I need them to change. Um, so yeah, so I try to touch base with them often, you know, multiple times a week, if not every day. Now that the only problem is if you have clients that I've had clients that don't log in any workouts and you'll see, I'll forget that I even train you because you're not, I don't think you're doing your workout. So I'm not going to waste my time. And then all of a sudden, three weeks later, you'll see all of their workouts get uploaded. It's like, bro, like I can't do that. Like I need it. How hard is it for you to do a set? You got two minutes of rest. How hard is it for you to go in there and go? I did a hundred kilos by 12, you know? So I, I can only work with people who will put their data in when their workouts, you know, I don't, I'll work with other people, but I don't want them to get angry if they think, Oh, you forgot it. You forgot about me. Or you're not fucking contacting me. Look, bro, you got to contact me. Like we've talked about this. I was really clear when we first started, you need to put your videos in. I need something to look at so I can actually coach you. I need you to put your pictures in, fill out your chronometer. I need to fill your data. And I won't forget about you. As long as you put your data in there, I will always take care of you. The minute you start fucking around on that, number one, I forget I'm even training you. Number two, I get bored. Like it's not fun for me to train you anymore because I'm not actually training you. Like I don't just give people programs. If I did that, I would just, I would just go on our website and I would just load shit tons of programs. You just buy one off. I don't do that because that's not what I do. Even on, I am considering doing it for people who don't want coaching and just want to do programs. But if you're going to train one-on-one with me, like I need people to actually be interactive and answer back when I ask you a question and, and write your information the workouts because like what's the fucking point what's the point of paying the money if you're not actually going to do the thing and i don't care if you're fucking up with your diet fucking up everywhere else what i do care about is you're not communicating with me because then i can't help you and i'll forget about you yeah a hundred percent and one of the things i've i've made um big changes in in terms of we know how i onboard people is i i'm very very like OTT in a way about like okay this is how the onboarding process worked we're going to get on a call and we're going to go through all this and one of the expectations I always have is like you have to communicate with me yeah if I you go I like I don't want you to hide from your diet like if you're struggling tell me because I'd rather sort this now then I had a client once I was like he was like not losing any weight not losing any weight well haven't got any data to work from so could you get me something no because then you eventually get food diaries i'm like okay cool but this doesn't add up right you're like a 130 kilo man you're saying you're eating 1400 calories which is a thousand calories and what i've given you and you're not losing weight okay just just i call bullshit and then over time i was like can you send some food pictures can you send the food nothing nothing nothing eight weeks down the line he has a thousand calories worth of sauce holy shit yeah right and like like immediately that i could have solved that six weeks ago yeah you know and i like those little things like i would much rather you know plug for your nutrition course when that video of me with that big fluffy beard opens the course like i would rather someone say i had 800 grams of protein like that guy did and what are you in this case people haven watched the video if not go and follow muscle nurse you see it eventually um they be like he weighed the plate with the chicken on it and went that was 800 grams that must mean 800 grams of protein and you know i didn't see him polishing off china picking out his tooth but you know the like i would rather you emit those mistakes to me then you just keep quiet and then as i said i will quite easily forget if you if you don't work with me yeah 100 100 100 especially for me especially on the especially with the training because that's where i actually have the contact because it when i so every morning i have to get up i get up i do my coffee i take my valvance and then i immediately get on the computer and i'll sit there for like i'll sit there for like fucking eight hours because i'm getting this workflow while my medication is working and then i might get up and i might do my workout. Then I get back on the computer for another three or four hours. Right. But, um, but the first thing I do is go in and see who's done the workout. So I'll go in and I'll start going down the list, coaching saying good job or bad job or whatever. And then I'll immediately go into their chronometer and I'll look at what they're doing in their diet. And if I have anything that I need to address with them, I'll address it then. So it's a pretty good, it's a pretty good procedure of open client. Look at the program, look at chronometer, where's their weight going you know what are they logged are they hitting the macros the hidden calories what types of foods they're eating what do i need to address this or not um and that's basically like my the first like four hours of my day is getting that done and then the next four or five hours is programming and then planning for their future phases and all that um and then you know the workout and then i come back and i've got people all over the world so it's like i hit i get everybody when I was asleep, I'll knock them out in the morning. So like everyone in, it's usually everybody in America. And then later on in the day, now I can get all the Australians and I can get the people at the end of the day, it's all the people from like England and Europe and all that. And so it's this kind of constant revolving cycle of hitting people in every different time zone. But yeah, if they don't put the information in, it's not going to ping me. I'm not going to, I'm going to have no idea. So I've got that strategy. And also with the software we use, it'll alert me when they're seven days out from needing a new program. So I can stack them up and I'll start working time zone to time zone. Like who's first, who's going to wake up first, get all their shit in, move to the next time zone, next time zone. That's what I do if I'm behind, which I have been, I've been chasing my tail for the last few months because we had two coaches resign. So I absorbed 40 new clients when I was only really working like five or six at the time. So I've had to redo my strategies in order to get everybody where they need to be. Now, the next strategy, and I find this works really well for ADD, is you just got to plan ahead. The more stuff you can plan ahead for, then as you're coaching, you don't have to freak out when you need to write a new program. So very difficult if you have employees that quit and you take their coaches or their clients because you know what's going on with everybody, but you don't know the level that you need to train them. And I wasn't left with any notes. So I had to go back. Some of these clients, two or three four-year clients. So I had to go back and handwrite every single phase they've done and then try to figure out what the plan was and what the periodization model was and where they're going. And then, so it's taken like three months to get where I'm pretty well caught up and even. So now the next step is to start planning out the next 12 months. That way I've got a skeleton of where they're going. And then I can just go ahead and start creating all the templates and creating all the modifications I want. And that way you're always, you know, three, four, five, six months ahead. That's when everything gets really smooth. But if you, you know, people with ADD don't have great organizational skills. So you have to use technology to do that. You have to. So that is because if you don't, what ends up happening is if you don't stay on top of it, we tend to, we tend to fall prey to analysis paralysis worse than other people. So the minute you start with the minute you start dropping balls, you just freeze. So it's kind of like you look at that stress response of fight, flight, freeze a facade, you end up freezing. And then you're like, you you don't know what the fuck to do because you can't figure out what's the most important thing to knock out first. So then you just start trying to knock out the easiest stuff really fast. You can get like 10 or 12 things done really quick. And then you start trying to eat away at the big stuff. So all planning is so important, organization is so important, but it's also so difficult for people with ADD because they don't have that organizational capacity to do it. Um it one reason why um I think you know like like Zoe my wife is um is really good at organization So if I ever get to the point where I freaking out she really good at saying okay what do we need to take care of first and kind of laying that out for me So it always good to have someone who can help you strategize when the shit hits the fan. Yeah. I mean, that is very, very much the story of my life. Like as soon as I feel a little bit behind and stuff, I find it so hard to get back in, back engaged. Now,