Member Specific Issues

TL;DR: Reach out to your Mento Coach Support Team (which is made up of the Mento Coaching Team and Customer Success Team) at coachsupport@mento.co.

Throughout your coaching journey, you may run into scenarios or situations where you have questions on what to do or how to proceed. Please use this a your first stop in handling those issues and know that the Mento team is always here to help as well.

Member ghosted / can’t get ahold of them

Sometimes, after being matched with a member or after having a few 1-1’s, the member will disappear. If a member ghosts, please let the Mento team know that you haven’t been able to get ahold of the member and we’ll reach out. This is often effective and re-engaging with the member as it’s often simply that the member has been busy. Additionally, please continue to try and reach the member to get into a 1-1. After 1 month of you reaching out to the member and 2 months of us reaching out, we will move the member to a churned state and remove them from your profile.

Member wants to cancel their membership

As soon as you hear from a member that they would like to cancel their membership, please reach out us via coachsupport@mento.co. Share what the member shared and any other information you have that may be helpful. In our 201 training, we talk about having re-enrollment conversations with member. You should also always feel comfortable reaching out to Tara to see how you can support members. Please let the member know that for cancellation requests to be official, they need to email concierge@mento.co.

Member wants to switch coaches

A member may want to switch to another coach for a number of reasons including not feeling that they’re getting enough value with their current coach, wanting to switch career directions, or simply wanting a different perspective in coaching. Hopefully the member will have a conversation directly with you, but sometimes they reach out to the Mento team directly. If a member reaches out to you directly, please let the Mento team know by sending us an email at coachsupport@mento.co, and we’ll reach out directly to the member to understand what may be going on or to initiate a switch.

If a member wants a new coach because they’re not getting value or they don’t feel like there’s trust or report, this is a great opportunity to get curious about the relationship and how you could change or improve things to better support the member. Why are they feeling this way? How are you showing up? Does the member trust you? What value are you providing? Are you more on the coaching or mentoring side? What are you leaning towards most? Where is your own learning and growth?
If a member is interested in a new coach due to a career switch or wanting a different perspective, that’s ok. One of the benefits of having a large community of coaches on Mento is to provide the opportunity for members to freely switch to support them in the journey.

Member wants a 1-off Session with Another Coach

Mento’s community of coaches provides a unique opportunity for members to book 1-off sessions with other coaches. Great examples of this are: if a member is exploring a different job, wants support from a different coach to practice interviewing, or wants to talk to an expert in a different area.
If a member asks, please reach out to the Mento team via coachsupport@mento.co to give us more context about the request and what the member is looking for.
We will proactively reach out to the member, better understand what they’re looking for and connect them through the dashboard with another coach.
If the session with the other coach replaces one of your existing sessions with the member, we will not charge for the extra session. Otherwise it’ll be 1/2 the monthly cost of what their current membership plan is.

Member wants an additional session with you

If members feel like would like an additional session or two with you, but not changing their regular meeting cadence, that is wonderful and we are happy to support them.
D2C

First thing to do is to let the member know that you will send an email to the Mento team (concierge@mento.co and CC the member, sharing their desire for more sessions. Then the Mento team can walk the member through what that would look like and include pricing.
Please be sure to also reach out to the Mento team at coachsupport@mento.co and let us know that your member would like an extra session so we have a heads up before the email.

Generally speaking if a B2B member would like a single extra session, we allow it. Please be sure to check in with the team by sending us a message at coachsupport@mento.co for confirmation.

Member wants to change cadence

We’ve priced Mento to make it more accessible to the masses. If you have a D2C member who’s interested in reducing cadence due to cost or time, this is a great opportunity to get curious with the member to understand why they may not be feeling they’re getting the full value from Mento. [Questions to ask their members?]
Due to finances, travel plans, a desire for more support, or timing, a member may want to change how frequently they meet with you.
Members can move to a once per month cadence or to a weekly cadence.

One per month: this would be 1/2 the cost of their current membership
Weekly: this would be 2x the cost of their current membership

If a member is B2B, please reach out to us via coachsupport@mento.co and ask if this is possible. We have different arrangements with different businesses and it’s important we check first.

You don’t feel it’s a fit with a member

Sometimes you may have a member who you don’t feel you’re a great fit for. If you don’t feel your functional expertise is aligned with where this member needs support, please reach out to the Mento team to discuss.
If you don’t feel the member is ready for coaching and therefore wouldn’t be a good fit, this is a great opportunity to look inwards and understand why this may be coming up for you. As coaches, it’s our responsibility to meet members where they’re at and to show up judgement free.

If a member cancels last minute

You can check out our member policy page on rescheduling and cancellations here.
If a member cancels last minute, please be sure to log it in your Member Tracker. If this happens frequently or twice in a row, please reach out to the Mento team via coachsupport@mento.co. Additionally, if this is a frequent occurrence it may be good to schedule a 1-1 with Tara to get support in how to re-engage your member!
You can bill for this time.

If a member is rude or inappropriate

We care deeply about the health, safety and well-being of our coaches and community. If you have a member who is being rude or inappropriate to you please immediately let us know and share what happened. The Mento team will work together support you in the best way we can. Although there is no expectation, it can be a good exercise as a coach to work with the member to help them understand their behavior and how that may impact their work and life. Again, no expectation, but how do we expand our coaching capabilities to support those who may need it the most?

Member no shows

After waiting for about 5 minutes, please message your member in the dashboard. After 10 minutes if your member is a no-show, message them and let them know you’re sorry to have missed them and confirm their next session. Because this is a no show you can bill for the time. Be sure to reach out to the Mento team via coachsupport@mento.co.

Member has a three sessions a month despite being on a bi-weekly monthly billing

Sometimes our scheduling system causes 3 sessions in a month due to the bi-weekly cadence. A member on a continuous membership will technically attend 26 sessions in a year, with most months having 2 sessions but with 1-2 months having 3 sessions. In these cases, you are free to keep the three sessions or reschedule the sessions to split the difference - decide this with your member at least a month ahead of time. (For example, in July, you might have scheduled 1:1s on Mondays 7/1, 7/15, and 7/29. You can keep it as is, or you could decide to delete Monday 7/1 and shift the remaining sessions to Monday 7/8 and Monday 7/22). You will still bill for any sessions held.

How renewals work

Mento has 2 membership tiers: monthly and annual. Our annual membership is paid up front and our monthly membership is paid monthly. All memberships auto-renew.

A member I have a session with is matched with another coach. What’s happening here?

In the matching process, we may match a member with one coach or with two coaches. Sometimes we feel a specific coach is a great fit and there is no need to look any further. Other times, there could be multiple good options or it’s important we give our members the option.
When we match you with a member who is also matched with another coach, the first session you have is a Chemistry Call and all about getting to know them. Check out more about Chemistry Calls here.

How long are our 1-on-1s?

All 1-on-on1s with your member are the standard length of 45 minutes. These sessions should be set as recurring bi-weekly meetings that take place every other week.

What happens if a member doesn’t show in our first 1-on-1?

After waiting for about 5 minutes, please message your member in the dashboard. If after 10 minutes your member is a no-show, message them and let them know you’re sorry to have missed them and see if you can get another session scheduled. Also be sure to reach out to your support team at coachsupport@mento.co to let us know.

What if a member doesn’t want to schedule a recurring time?

Scheduling a recurring 1-on-1 with your members is important to establishing a relationship with your member and creating consistency in their coaching relationship which leads to progress. Members who aren’t in recurring 1-1’s have a higher member churn and lower satisfaction rating and also leads to more admin for coaches.

What if we can’t agree upon a time for a recurring 1-on-1?

If you aren’t able to open up additional time slots or there’s an issue with timezones, please reach out to your support team at coachsupport@mento.co, and let us know. We will work with the member. We put a lot of time and effort into matching, please do your best to find a workable time with your member.