Lesson 3: Client Onboarding and Contracts

Learning Outcomes

By the end of this lesson, you should be able to:

• Design a professional client onboarding flow from first contact to first session
• Use CoachSheets features (magic links, automation rules, intake worksheets) to automate onboarding
• Identify the essential components of a coaching contract or agreement
• Draft a coaching package proposal with clear scope and deliverables

The Onboarding Flow

A professional onboarding experience sets the tone for the entire coaching relationship. When a client signs up, their first impression of your process will either build trust or create doubt. A well-designed onboarding flow has four stages:

Stage 1: Discovery Call

This is not a sales pitch; it is a mutual exploration. The discovery call (usually 20-30 minutes, free of charge) allows you to:

• Understand the client's current situation and desired outcome
• Assess whether your niche and approach are a good fit
• Explain how your coaching package works and what it includes
• Answer questions about logistics, commitment, and expectations
• Decide together whether to move forward

Not every discovery call should lead to a signed client. Turning away clients who are not a good fit protects your energy and your reputation.

Stage 2: Coaching Agreement

Once a client decides to proceed, they receive your coaching agreement (contract). This should be sent digitally for e-signature. CoachSheets does not handle contracts directly, but you can use tools like HelloSign, PandaDoc, or even a simple PDF sent via email. Key sections include:

• Scope of services
• Fees and payment terms
• Session logistics (duration, frequency, platform)
• Cancellation and rescheduling policy
• Confidentiality and data protection
• Mutual expectations and responsibilities
• Termination clause

Never start coaching without a signed agreement. It protects both you and the client.

Stage 3: Intake Worksheet

With the agreement signed, send the client your intake worksheet. This is where CoachSheets shines. Using the magic link feature:

1. Create a worksheet with intake questions (goals, challenges, history, baseline metrics).
2. Set send_at to trigger immediately upon enrollment.
3. The client receives an email with a unique magic link.
4. They complete the worksheet on any device without needing an account.

You can also set up an automation rule in CoachSheets that triggers when a client is created, automatically sending the intake worksheet. This makes onboarding nearly hands-off.

Include questions like:

• What brings you to coaching at this time?
• What specific outcomes do you want to achieve?
• On a scale of 1-10, where are you now relative to your goal?
• What have you tried before, and what worked or did not work?
• What is your availability for sessions?
• Is there anything you want me to know about your background or circumstances?

Stage 4: First Session

Before the first session, review the completed intake worksheet thoroughly. Your first session should:

• Establish rapport and safety
• Reflect back what you heard in the intake
• Clarify the coaching container (how you work, what to expect)
• Set a specific goal or intention for the engagement
• End with a clear action step

A strong first session sets the trajectory for the entire engagement. Do not rush it.

Using CoachSheets for Onboarding

CoachSheets provides several features that make onboarding efficient and professional:

Magic Links

The magic link feature (/fill/{token}) allows clients to complete worksheets without creating an account. Use this for:

• Intake worksheets before the first session
• Between-session reflection worksheets
• Feedback forms at the end of an engagement

No passwords, no login, no friction.

Automation Rules

Create an automation rule in CoachSheets that:

• Trigger: When a new client is created
• Action: Send the intake worksheet immediately
• Timing: At creation time (not delayed)

This ensures every new client receives their intake worksheet without you remembering to send it manually.

Program Enrollments

If you offer multi-session programs with structured worksheets, use CoachSheets' program enrollment feature. Define a program with steps, each step having an associated worksheet and a scheduled send time. When a client enrolls, the program automatically delivers worksheets on the schedule you define.

Contracts: What to Include

Your coaching agreement protects both parties and sets clear expectations. While you should have a lawyer review your final contract, here are the essential sections:

1. Parties and Effective Date: Who is involved and when the agreement starts.

2. Scope of Services: What you will and will not do. Be explicit. If you do not provide therapy, financial advice, or legal counsel, say so. Sample language:

   "Coaching is not therapy, counselling, or medical advice. The client understands that coaching addresses goals and accountability, not mental health treatment."

3. Fees and Payment: Total package price, payment schedule (upfront, monthly instalments), accepted payment methods, late payment consequences.

4. Session Logistics: Session length (e.g., 50 minutes), frequency, platform (Zoom, phone, in-person), how sessions are scheduled.

5. Cancellation Policy: How much notice is required (typically 24-48 hours), what happens to missed sessions, whether sessions can be rescheduled.

6. Confidentiality: What information is kept confidential, any exceptions (harm to self or others, legal requirements).

7. Termination: How either party can end the agreement, refund policy (if any) for unused sessions.

8. Intellectual Property: Who owns the worksheets, tools, and materials provided during coaching.

9. Signature: Both parties sign and date.

Drafting a Coaching Package Proposal

Before you can onboard clients, you need a clear package proposal. This is a one-page document that describes what you offer. It serves as the bridge between the discovery call and the formal agreement.

Your package proposal should include:

• Package name: Something memorable that communicates the transformation.
• Target client: One sentence describing who this is for.
• Outcome: What the client will achieve by the end.
• What is included: Number of sessions, duration, worksheets, support.
• Investment: The total price and payment options.
• Your bio: 2-3 sentences establishing your credibility.

Keep the proposal to one page. It is a decision-making tool, not a novel.

Assignment

1. Draft a coaching package proposal using the structure above. Include package name, target client, outcome, inclusions, and price.

2. Write the scope of services section for your coaching agreement. Be specific about what you do and do not offer.

3. Create an intake worksheet in CoachSheets (or write the questions if you do not have access yet) with at least 8 questions designed to prepare you for a first session.

4. Map out your full onboarding flow in a flowchart or list, identifying which steps are manual and which can be automated in CoachSheets.

Knowledge Check

1. What are the four stages of a professional coaching onboarding flow?
2. How can CoachSheets magic links be used in the onboarding process?
3. Why is a signed coaching agreement important before starting sessions?
4. What is the purpose of a discovery call, and who should it serve?
5. Name five essential sections that should be included in a coaching contract.

Answers: 1. Discovery call, coaching agreement, intake worksheet, first session. 2. Send intake worksheets without requiring client login, enable account-free completion. 3. It protects both coach and client, sets clear expectations, defines scope, and covers legal and financial terms. 4. Mutual exploration of fit between coach and client; it serves both parties. 5. Scope of services, fees and payment, session logistics, cancellation policy, confidentiality, termination clause.

For further reading on contracts and professional standards, review the ICF Code of Ethics and consider this guide to coaching agreements.