Frequently Asked Questions (FAQ)

Welcome to Boon! 

We’re thrilled to welcome you to our coaching community! This document answers Boon coaches’ most commonly asked questions. Don’t see your question? Send it to [e-mail] – we’re always happy to help.

Please take time to review the information below and check out this helpful article on Getting (and Staying!) Organized as a Boon Coach. 

 

Getting Started with Boon:

How do I set my availability in Acuity?

See this article on how to set your calendar availability.

This video describes How to Set Your Availability and Sync Your Calendars in Acuity.

You may also find these resources helpful: Acuity Article on Setting Availability, Google Article on Sharing Calendars

Where are the majority of Boon clients based? What days and times are most popular for booking sessions?

We have clients across the US and some internationally as well. The most common time zone is primarily EST and the preferred window from clients varies relatively evenly between morning, afternoon and evening during the weekdays. 

How many clients am I required to work with? How many hours should I dedicate to Boon? 

We ask that coaches make themselves available to work with a minimum of 5 clients at any given time. Since we work with most clients on a bi-weekly (i.e., every other week) basis, a schedule might look like this (for example):

• 2 clients one week, 3 clients the next week, or

• 5 clients one week, 0 clients the next week 

Keep in mind that this 5-client minimum would add up to approximately 10 sessions/month. As a reminder: sessions are 30 minutes on Zoom, so seeing 5 clients bi-weekly is equal to 5 hours of coaching/month. In order to meet this minimum, we find that calendars have to offer wider availability, which is described below.

When it comes to matching coaches with clients, one of the big determinants is coach availability / flexibility with a busy employee’s schedule. Showing more open windows is going to make it more likely for you to fill up your client capacity more quickly. So, from a calendar perspective, we recommend that coaches initially make themselves available for 15-20 hours a week in Acuity. This does not mean you’ll be coaching for that many hours, it’s simply a way to match with clients until you’ve reached your desired capacity. We also value and understand the importance of your flexibility -- even when you dedicate 15-20 hours to Boon on Acuity, our scheduling system still allows you to be flexible with your other commitments (e.g., personal conflicts, private business, other contract work, etc.) 

Additionally, please know that it can take some time to match with clients. If you’d like to increase or decrease your client capacity, please reach out to [e-mail] for support.

How does the coach-matching process work? 

When a prospective client fills out our Boon Welcome Survey, an algorithm determines two coach matches based on a number of different factors, including availability and coach specialties.  Once clients receive their two coaching options, they may schedule with one of them directly in the coach-matching email (below), or they may request two different coach options. This process is repeated until the client selects a coach. 

Here is the initial email prospective clients receive, which leads to the Welcome Survey.

Clients may select to work with one of these 2 coaches, or they may select "send me new coaching options." 

How soon can a client book a session with me? 

New clients can book sessions with coaches anytime more than 12 hours in the future. They will only see availability 12 hours or more into the future. There are two main reasons behind this policy: 1) We want to give you, the coach, advanced notice and time to prepare for the session. Remember to reach out if you do not receive your client’s Welcome Survey, and  2)  Our no-show policy stipulates that if a client reschedules within 12 hours of the session, or simply does not attend the session, it's considered a "client no-show." "No shows" count as a session (i.e., it's a lost session for the client; you will be compensated for the session).

If your preference is to be open for same-day appointments, please contact [e-mail]. 

I did not receive my new client’s Welcome Survey information. How do I retrieve it? 

When a new client books a session with you, you’ll receive their Welcome Survey via email. If you do not receive your new client’s  Welcome Survey information, please request it from [e-mail] as soon as possible. This is likely a scenario where the client already had a session with another Boon coach and has since requested new coaching options. We are in the process of enhancing our technology system to automatically send a new client’s Welcome Survey information upon a coach transfer. 

It's important to review your client's Welcome Survey before you meet. This way, you'll be familiar with their background and what's bringing them to coaching. Their answers might be great to reference in the first coaching session (especially whether or not they have experienced coaching or therapy before, and if they provide any extra info for you to know.)

Click here to view a sample Welcome Survey

How many sessions does my client have available?

Our default agreement with Boon customers (employers) is that clients (employees) may  meet with their Boon coaches on a recurring, bi-weekly basis (every other week; 2 x per month*). For most clients, we schedule 6 sessions at a time. The 6th session is not meant to be an end-point; rather, it’s a time to check in and schedule more sessions. Most clients can receive an unlimited number of coaching sessions, sponsored by their employers. Meaning, they can work with you for many months, even years!

However, a handful of employers do have a cap (i.e., a maximum or a limit) of how many sessions they pay for their employees to receive. If your client has a cap, you will be notified upon receiving the client’s Welcome Survey information. A full list of customers that have maximum session caps can be found here. Additionally, the client may continue working with you through Boon’s self-pay out-of-pocket model.

*When booking bi-weekly sessions, sometimes that means 3 session per month (like when there are 5 weeks in a month, and the first meeting occurs in the first week of the month). Is this okay?

Yes. Please book bi-weekly sessions (every other week). This generally means 2 times per month, and it may be 3 times per month, on occasion. 

How do I find my correct scheduling link?

See this short video for steps on how to find your scheduling link

How do I change my time zone?

See this short video for steps on how to change your timezone.

Coaching Sessions:

What's the best way to prepare for my coaching sessions?

Take a look at the Boon Session Checklist for everything you need before, during, and after a coaching session. Be sure to explore the hyperlinks within the document (you'll find lots of great articles and short videos that will be sure to help!). If you still have questions, please reach out to [e-mail] or Robin Axelrod at [e-mail].

I’m unable to start my Zoom meeting because I’m “waiting for the host.” Please help.

Zoom automatically logs you in with the Zoom account you most recently used. If you are not logged in with your Boon log-in credentials, you will not be able to get into your meeting. Please log out of all other Zoom accounts and log back in with your Boon credentials to resolve the issue.

As the coach, I know that it’s my responsibility to book future sessions for my clients on a recurring, bi-weekly basis. How do I do that?

Please watch this short 5-minute video for step-by-step instructions on how to book recurring sessions for your clients in Acuity. Written steps are also listed.

We find that booking sessions for our clients is the easiest and most effective way to meet with them. When the coach does the scheduling, it helps alleviate any back and forth follow up or any “chasing” of clients. It also helps clients feel taken care of!

When is the deadline to document my sessions in Acuity? How do I label a Session in Acuity?

You will be compensated directly based on the number of completed and client no-show sessions that you label in Acuity. The best practice is to label and document the session day-of, while it’s fresh! 

To label the session in Acuity, click into the appointment and click the “Label” dropdown. Select the appropriate label (i.e., “Client No-show,” “Coach No-show,” or “Completed”). 

Client No-show 

• Select “Client No-show” if the client misses the session
• Also select “Client No-show” if the client reschedules with less than 12 hours notice. We have a 12- hour cancellation policy; canceling within 12 hours results in a lost session
• See this article on Protocol for Clients who are Late to a Session or Miss a Session
• You will be compensated

Coach No-show:

•  If you’re unable to make the session (e.g., under the weather, family emergency, etc.), and unable to reschedule it prior to the session’s time, please alert your client as soon as possible and label it as “Coach No-show.” Then, schedule another session in its place when you’re able to. 
• You will not be compensated for these missed sessions

Completed: 

• The session occurred
• You will be compensated

My client does not respond to my outreach or no longer wants coaching. What next?

Please review this article that explains how to report a client as inactive. Boon has an outreach cadence for unresponsive clients to proactively help them schedule their next session -- we are making every effort to help your clients find time for coaching.

My client has been let go from their company. Can I offer a final coaching session before offering self-pay?

Please email [e-mail] and we will help you navigate. When emailing, please include your client's full name and company name. 

My client needs more than coaching, what do I do?

Please see here for our protocol on crisis management and therapy referrals. For assistance, please reach out to [e-mail] and CC Robin Axelrod at [e-mail].

Beyond the Session:

How will I be compensated?

Boon will send you an invite to join Bill.com upon getting your first payment. Only after accepting the invite will you see your compensation information. There is no need to set up your own Bill.com account before receiving the invite; if you do so, it will not be associated with your Boon account. 

See here for Coach Payment Policy / Schedule.

Will I be compensated for a Client No-Show?

Yes, a client may reschedule/cancel a session as many times as they like (within reason) as long as notice is given 12 or more hours before the session is scheduled to take place. If the client cancels an appointment with less than 12 hours notice and requests to reschedule, you should mark the session as "Client No-Show." You  will be compensated.

How do I get more clients?

When you become  an active Boon coach, you will immediately be added to our coach-matching algorithm to be selected by potential clients. Because it is up to the potential client to choose you, we cannot guarantee if or when you will be selected. However, Boon will stay hyper-alert to help you get matched and will work with you on best practices to receive more clients if you are not being selected at a satisfying rate. Just reach out to [e-mail] - we’re here to help!

Can I use Zoom or Acuity Support instead of Boon?

Yes, for the most detailed information on Zoom, use the Zoom Help Center. For the most detailed information on Acuity, use the Acuity Help Center. (Please note that Acuity has merged companies with Squarespace).

How do I deal with duplicate client accounts in Acuity?

Sometimes a client will sign up for Boon with 2 (or more) different names or email addresses. See this short article on how to merge accounts.

How do I stay connected to the Boon coach community?

We offer a variety of ways to stay connected and are always looking to strengthen the Boon coach community! For now, tune into:

1. Slack: Please join Boon’s Slack channel to receive info/updates, ask questions, and connect with other coaches! To join, simply click "Create an account" and use your Boon email address to get started.

1. Deep Dives: Deep Dives are weekly opportunities to come together, meet fellow coaches, and "dive deep" into a Boon related topic. We meet on Zoom, Tuesdays at 4pm Eastern. To view previously recorded Deep Dives, click here. 
2. Webinars: We offer Boon Monthly Coach Webinars each month. Be on the lookout for info on times and topics. View past webinars here.

My clients needs to reschedule/cancel several sessions. Can you take care of that for me?

It's best for you to do this on your end to ensure the appointments are changed exactly as you and your clients mean them to be. Acuity will have you change 1 appointment at a time. 

I'm away going away on vacation/taking time off. Anything to do or know?

Vacation or Time Away:

We want you to have a healthy balance of your personal and professional lives! The healthier we are as coaches the more impactful we can be with our clients. To that end, here are two requests for when you plan to be away:

 

1. Please fill out this form if you're going on vacation for more than 1 week (and won't be seeing clients during that time). This helps us with client management. If you need additional support, reach out to [e-mail].

 

2. Please let your clients know when you'll be away. It is your responsibility to reschedule any sessions that conflict with your time away.

Other Types of Sessions:

What is a two session “test drive”?

Boon offers free pilot sessions to prospective customers/employers to allow them to sample Boon coaching. If you are selected to work with a “test drive” client, you have approval to book the next session one week later rather than the standard 2 weeks later. When session #2 is completed please notify [e-mail] for next steps.

What is Boon Self-Pay (B2C)?

*Before working with a self-pay client, please request your customized self-pay link from [e-mail].*

Boon’s core business model is based on employer-sponsored coaching sessions as a company benefit for their employees. The relationship that we have with most of our customers is that employees have access to a maximum of two coaching sessions per month in perpetuity with their Boon coach, at no expense to the employee. 

If you are working with a client whose company is no longer sponsoring sessions, or the client has run out of the maximum number of sponsored sessions, your client has the opportunity to switch to self-pay. All you need to do is*

1. Share your customized self-pay scheduling link with the client
2. Explain to them that they can continue working with you @ $80/session, out of pocket. After sharing your link, the client will walk through the same steps to schedule as before -- the only difference being that they will need to insert their credit card information when scheduling. You will not see a difference in the scheduling process. For self-pay sessions, you will be paid 20% higher than your Boon coaching rate. It’s important to note that you don’t have a limit to how many sessions you can schedule with your self-pay clients -- it is really up to the client’s discretion. 
3. Boon coaching is also available to self-pay clients that are not associated with Boon employers, and you may be selected to work with these clients in the same capacity. 

*View the full FAQ on Self-Pay here. 

How do I find my self-pay link?

Request your customized self-pay link from [e-mail] and/ or see this short video for how to find your scheduling link.

What is a coach transfer?

When a Boon coach is no longer working with Boon or when a client would like to switch coaches, the client becomes a “prospective client” again. Therefore, Boon will present two new coaching options to the prospective  client. If you are selected, you will be notified and made aware that this client has already completed sessions with another coach. If you do not receive the Welcome Survey for your new client, reach out to [e-mail]. You may also request previous notes if needed.

Surveys and Satisfaction:

How is my Client Satisfaction Survey (CSAT) being tracked?

One hour after every other session, your client will receive a Client Satisfaction Survey. The Boon team will collect these results and check in with necessary feedback.

What is a Touchpoint Survey?

After your client completes their 5th session, they will receive a touchpoint survey that allows them to retake the CD-RISC-10 questionnaire they completed on their initial intake. Boon will compare results and report to the employer changes in resiliency.