As coaches we want to do good work and satisfy our clients. What happens when we don’t? What happens when client isn’t satisfied?

First of all, this is part of coaching relationship. Individuals don’t behave differently with you and in coaching than they do with anyone else or anywhere else.

COMMITMENT

A contract, verbal or written, can clarify client’s expectations, and what you are qualified and able to deliver. Make it clear you aren’t a lawyer, psychologist or CFA (unless you are).

In this new field, pay attention to what you promise and how you word it, because clients may have misconceptions. Here are some things you CAN and CANNOT guarantee:

·You CANNOT guarantee client will change, because if they don’t want to, or don’t do work, they won’t. ·You CAN guarantee “satisfaction” and leave it subjective to client. ·You CAN talk about what has happened through your coaching in past, i.e., “One of my clients raised their net profit 15%” or “100% of my clients have scored higher on EQ retest after 6 months coaching” ·You CANNOT guarantee “results". It’s client’s race, not yours. (The best sports coaching can’t overcome a broken leg.) ·You CAN guarantee to do YOUR job.

[I am not a lawyer. In writing or signing any contract, check with your attorney.]

Set terms of coaching – how often you meet and by what means. You can vary from this, but will need touchstone. A contract eliminates some confusion.

A measurement tool for progress or results can be put in contract. In working with clients on emotional intelligence, I expect when they retake EQ assessment, their scores will go up. I also expect subjective results; that their lives will work better.

One client wrote at end of her coaching, “I can solve problems better,” and “I get in less arguments.” This is an observable behavioral change and evidence that coaching worked.

COMMUNICATION

Coaching is always communication. The client has a right to be satisfied, and you have a right to know how it’s going. Stay current. Check at end of each phone call, “Was this helpful to you?” Have an ongoing assessment of how coaching is going from client’s point of view.

Let client know you want to be informed right away when they’re displeased. This is also good modeling for client.

If client feels dissatisfied and says nothing or does nothing, they have abdicated their personal power, and their responsibility. They are likely also doing this at work and at home, which is causing same problems.

Nothing can be fixed if it isn’t communicated. No one can read your mind.

DROP OUTS & NO SHOWS

If you consider nature of coaching, you’ll see why these two events can be part of coaching process.

A Drop Out is someone who makes New Year’s Resolution, “tries” for a couple of weeks and then quits. In same way they sign up for coaching, make a few sessions and then quit.

A resume is a brief snapshot of our work history. If candidate lacks a certain requirement, recruiter should ask if candidate has experience in that area. It might have just been left out intentionally. For example, "The candidate has never sold anything" might be that candidate carried a sales position in a company and didn't include it in resume. "The candidate has never mentored anyone!" The candidate elected not to put that on resume. We are taught to "be direct and get to point" and a resume should be a light overview of work history and basic contact information.