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
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.
- 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.
7
Close
1 min
- Recap: their goals in their words, who's next, when the first session is. Warm close.
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.
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 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.
Food guilt (fast food, snacking)
Zero judgment: "You're in good company. Your coach will keep nutrition simple — no crash diets."