Coach SOP Hub
Client Acquisition and Onboarding SOP (Coach Guide)
v1.0 (Tim - Head Coach)
Last updated: 24.02.2026
Pricing: Refer to the internal Pricing Architecture Document (do not quote prices unless asked).
Feedback / Change request
Use this form to suggest / request changes to this SOP
Process map
Enquiry received via coaching enquiry form (if informal / personal approach, direct to form)
Review enquiry form (within 24hrs)
Contact and off initial call (30mins) - offer call asap to maintain momentum
Decision: Start / Clarify / Refer to colleague (same day as call)
Start: send TrainingPeaks invite, Set-Up Questionnaire and onboarding checklist (same day as call)
Set-Up Questionnaire completed (within 72hrs)
Coach reviews Set-Up Questionnaire, PAR-Q, Deep Health outputs
Book week 2 onboarding review call/message (day 7-10)
Purpose
To convert suitable enquires into well-matched HP3 clients while capturing decision-grade information and triggering a smooth onboarding process
Scope
Applies to all TeamHP3 coaches handling new enquiries, initial calls, and onboarding through the first two weeks. This is to ensure that all clients receive the same onboarding experience, irrespective of who their lead coach is.
Time standards (non-negotiable)
Enquiry response: within 24hrs (weekday) - even if just an email / text to say enquiry received and then offer later discovery call.
Call outcome documented: same day
Start actions sent: same day (when client proceeds)
Set-Up questionnaire review: within 48hrs of completion
Week 2 onboarding review: Between days 7-14.
End-to-end process map
Stage 1. Enquiry recieved
Review Coaching Enquiry Form (if you are not the right coach, escalate internally)
Send booking link for initial contact call (plan call agenda)
Stage 2. Initial contact call (20-30mins)
Use the HP3 call script to structure your conversation
Clarify key gaps
Deliver HP3 USP pitch (standard script) HP3 FAQ ‘How coaching works’
Recommend best-fit coaching pathway (refer to pricing architecture document)
Close: Clear next step - Start / Clarify / Refer
Stage 3: If Start
Send start message and invites (TrainingPeaks and Circle)
Trigger onboarding essentials (Contract, PAR-Q, Set-Up Questionnaire, Deep Health)
Review athletes historical training diary (last 30-90days) and recent races.
Stage 4: Weeks 1-2
Ensure availability and feedback behaviours established (athlete has posted availability for 4 weeks in TrainingPeaks, reinforce post-workout comment quality using HP3 template).
Review onboarding forms, respond with priorities (Set-Up Questionnaire, Deep Health)
Complete benchmarking assessments (strength, endurance / thresholds, movement screening as client able)
Send athlete a short ‘your priorities’ message - 2-3 priorities max.
Week 2 review message/call to confirm goals, constraints, success metrics
HP3 Initial Contact Call Script
HP3 Fit and Prescription Call (20-30mins)
Aim: Clarify fit, prescribe the best start, and close with a clear next step.
Pre-call checklist:
Read Enquiry Form
Identify 3 unknowns you want to discover on the call
Have pricing architecture document open (internal)
Call structure and script
1) Opening and agenda (1mins)
“Thanks for completing the enquiry form. I’ll clarify a few key points from your form, explain how HP3 works, then recommend the best next step”
2) Clarify the gap (6mins) Only ask what is unclear or decision critical:
What made you reach out now?
What does success look like in 12 weeks?
What is the main limiter right now: time, consistency, injury risk, confidence, or knowledge?
What have you tried already, and why has it not worked?
What weekly time budget is realistic most weeks, not ideal weeks?
Anything currently limiting training that we must accommodate immediately?
If a health flag emerges:
Are you currently under medical care, awaiting investigation, or advised to restrict exercise?
If yes: move to Clarify / Refer pathway (do not promise rapid training escalation)
3) Discover more about THEM. Make the call about them, not just selling you/us. (5mins)
Clarify their work / family / social commitments (children’s ages, hobbies etc)
4) HP3 USP pitch (standardised 2mins)
“HP3 is a human-led coaching company, not an AI app, you have your lead coach and an integrated team behind you. We do not deliver templated programmes. We build your plan around YOUR life, review your data and your feedback, and adjust in real time. We put you at the centre of all decisions, and you have control of your plan. If there is a limiter in terms of; injury risk, strength, fuelling or nutrition, mindset, sleep / stress / recovery, we bring in the right expertise from our team. You receive the same service as an elite athlete in a high performance environment.” (Do not list everything HP3 does)
5) Ask if they have any further questions. (2-5mins)
6) Prescription (3-5mins)
Reflect back concisely: “Based on what you’ve told me, your goal is X by Y date, and the main con straights are A and B”
Then: “The right start is [coaching pathway]. I’m going to referencing our Pricing Architecture to confirm the best-fit option for your needs”
Set expectations for the first fortnight: In the first two weeks we’ll establish availability and communication norms, confirm baselines and your training zones, refine your goals and success metrics, and build your first micro-cycle.”
7) Close (3-4mins)
Direct close: “Shall we get you set up today so you can start this week?”
If yes:
Confirm start date
Confirm TrainingPeaks access
Explain immediate next steps: invites, forms and onboarding
If no / hesitant, identify the barrier:
“I need to think about it”
“Of course. What specifically do you need to be confident about: timing, fit or cost?”
“I’ve been burned by coaching before”
“What didn’t work last time?” “Here is how HP3 prevents that, we use structured feedback, we review your data regularly, and we adjust rather than sticking to a fixed plan”
“I’m not sure I can commit”
“Let’s be honest about time budget and consistency. If we can’t protect consistency, the plan won’t work. Would you prefer we start with a lower commitment approach and build from there?”