Bespoke Fit · Internal
Onboarding Call Sheet
This call has one job: understand the client well enough to match them to the right coach — and end with their first session booked.
Not a sales call — they've already paid
Not a training session
~20 min · cap 30
The five that matter
- The client talks 70%. Three of your sentences in a row means it's time for a question.
- Two follow-ups on every disclosure — health or motivation. "I never stuck with lifting" is gold: dig into it, don't move past it.
- Their instinct first, then your recommendation, with a reason.
- Book the first session before the call ends.
- App answers come from the app facts box below — never from memory.
Before the call — 5 min prep
- Read their profile and onboarding form. Note: name, location, timezone (it's on the booking), the goals they wrote, where they'll train, what equipment they have.
- Have the coaches' availability open so you can book the first session on the spot.
- Every time you say out loud is in the client's timezone. Work it out before the call, not during.
The call, in order
1
Warm-up
2 min
- Greet by name. One or two genuine questions pulled from their profile — "I see you're in Austin — how's the summer treating you?"
- Mirror their energy: chatty → chat a moment; brisk → move on. Don't force it past two minutes.
2
Frame the call
2 min
- Say the purpose out loud: "The point of today is for me to understand your goals and background so I can match you with the right coach — and by the end we'll have your first session booked."
- 30-second how-it-works: live one-on-one video sessions, unlimited within fair use, matched to your coach right after this call, sessions in the app or on the web, schedule agreed with your coach.
3
Goals & story
5 min
- Open from their form, never cold: "You wrote that you want to ___ — tell me more about that."
- Get their top three goals, ranked.
- Get the why now — what made them sign up this week and not last year.
- What they've tried before and why it didn't stick. This tells you which coach and style they need — and when they volunteer a struggle here, the two-follow-up rule applies just like in the health screen.
- Reflect it back in their own words before moving on.
4
Health & safety screen
4 min
The two-follow-up rule: every disclosure gets at least two follow-up questions. Never just "okay, good to know."
- Pain or injuries: which side, what movements trigger it, have they seen a doctor or physio?
- Conditions: asthma → is it exercise-induced, is an inhaler nearby when training? Blood sugar, blood pressure, heart → has a doctor put any limits on exercise?
- Medications, incl. GLP-1s (Wegovy, Ozempic, Mounjaro): note it — and see the talking point below.
- When in doubt: "Worth checking with your doctor — in the meantime we'll program conservatively around it." Never diagnose, never give medical advice.
- Close the section: "I'll pass all of this to your coach so it's built into your program from day one."
5
Logistics
3 min
- Where will they train — home or gym? What equipment?
- Device: for home sessions, recommend a laptop or iPad for the first session — bigger screen, easier to follow the coach.
- Ask their instinct first — "How many days a week were you picturing?" — then recommend, with a reason.
- Agree days and times in their timezone only. Read times off the booking tool.
6
Match & book
3 min
- Coaching-style preference: strict or encouraging? Any preference on coach gender? What made a past trainer great — or terrible?
- Make the match feel real: "Got it — I know exactly who I'm pairing you with."
- Book the first session before the call ends. Non-negotiable. Never leave it at "the coach will reach out and arrange something."
- Spell out the exact next step: "[Coach] will message you in the app today. Your first session is [day] at [time, their timezone]."
- Confirm they have the app installed, or know the web login — using the app facts below, never from memory.
7
Close
1 min
- Recap: their goals in their words, who's next, when the first session is. Warm close.
App facts — say these, never improvise
- iPhone: on TestFlight — the link is in their welcome email. "It'll be on the App Store in the coming weeks; TestFlight works fully today."
- Android: invite-only beta. "We'll send your invite today — what's your Google account email?" Post that email in Slack right after the call so the invite goes out same day.
- Laptop: nothing to download — app.bespoke.fit in the browser.
- Never say the app "is available" on a store. If unsure, the welcome email has the exact links — point them there.
Right after hanging up: write the handoff note while it's fresh — goals ranked, health flags, style preference, agreed schedule — and assign the coach in the dashboard so they can message the client today. Then post the 3-line recap in Slack: client · goals · anything you promised on the call · coach assigned + first session time. The "promised" line is the one that saves us — it's how a stray commitment gets caught the same day instead of three weeks later.
Do / Don't
Do
- Use their name. Match their energy.
- Ask permission before personal stats: "Mind if I grab a few quick numbers for your baseline?"
- Normalize, don't apologize: age and weight are "just a baseline — a rough number is fine."
- Ask what they think first, then recommend.
- Two follow-ups on every health disclosure.
- Speak only in the client's timezone.
- Reflect goals back in their own words.
- Book the first session before ending the call.
- Write the coach handoff note immediately after.
Don't
- Don't skip the warm-up and open with an interrogation.
- Don't frame age or weight as sensitive "especially for women" — never single out gender. Normalize and move on.
- Don't mention Philippine time or your own schedule constraints.
- Don't promise body-fat or muscle-mass measurements — we track weigh-ins, progress photos, tape measurements and performance in the app.
- Don't bring up pricing, billing or cancellation — it's covered at signup. If they ask, answer plainly in one sentence and move on.
- Don't prescribe days or frequency before asking what fits their life.
- Don't answer their training questions with your own routine — one sentence of your experience at most, then back to them. Their call is about them.
- Don't say "someone will reach out" — always who, where (app message), when (today).
- Don't diagnose or give medical advice.
- Don't leave nutrition hanging if they raise it — one sentence: "Your coach keeps nutrition simple and sustainable — no crash diets."
- Don't end the call without a booked first session and a crystal-clear next step.
Common moments — good answers
"Can I lose weight and get stronger at the same time?"
"We focus on building muscle and losing fat. The scale isn't the goal — how you look, feel and perform is."
They mention a GLP-1 (Wegovy, Ozempic, Mounjaro)
"Good to know — training matters even more on those, because they can take muscle along with the fat. We'll build your program to protect it."
Very quiet client
Ask smaller, concrete questions: "What does a normal Tuesday look like for you?"
Very chatty client
Warm redirect: "I love that — I want to make sure I get everything your coach needs, so let me ask you…"
"What does it cost again?"
One plain sentence, then straight back to their goals.
"Happy to be a guinea pig" (founding member self-deprecates)
"You're not a guinea pig — you're a founding member. You'll get more attention than any client we'll ever have."
Food guilt (fast food, snacking)
Zero judgment: "You're in good company. Your coach will keep nutrition simple — no crash diets."