Our coaches and their success are an essential part of Mento. We have an entire team dedicated to supporting you through your Mento coaching journey. To make it easy for you to navigate the various communication topics and channels, we’ve outlined each below.
Mento uses email as our primary communication tool. Email allows us to respond to inquiries while tracking, managing, following up on issues, sharing information, and ultimately supporting all of our coaches in a timely manner.
MENTO COMMUNICATION & SUPPORT
Upon graduating Coaching 101, coaches will use their Mento email as their primary communication vehicle to connect with Mento employees and members. Coaches also use their Mento email to set up their cal.mento.co calendar.
There are two easy ways to communicate with Mento via email:
- For support, email coachsupport@mento.co.
- Send an email to a specific individual at Mento.
Sample topics: request for coaching support, discuss member updates or challenges, etc.
When coaches email coachsupport@mento.co, we will route your request to the relevant Mento teammate behind the scenes who will respond to you within 24-48 business hours. If something is urgent, please flag URGENT in the subject line of your email.
When coaches need to reach a specific Mento employee or know that one person can help with a specific topic, feel free to email them directly. If you’re unsure, please default to emailing coachsupport@mento.co, and we’ll figure out who is best placed to respond.
You can use the Mento listserve in Gmail to find individual emails:
EXTERNAL SUPPORT FROM OUR 3RD PARTY PARTNERS
Please note that while Mento processes your payments through Wingspan, you will have your own Wingspan support center. Please direct all questions about billing and invoices to coachsupport@mento.co and questions about your Wingspan account to Wingspan at the Wingspan Contractor Support Center where you can reach them by chat or email.
COACH COMMUNITY SLACK
Mento’s Coach Community is an added benefit and resource to our coaches, and we encourage all of our coaches to help cultivate and participate in the coach community.
Each of our coaches in invited to join our Mento Coach Community Slack workspace to connect with each other and talk about all things coaching! We encourage you to share articles and resources, ask tactical or thought-provoking questions (and answer them too!), connect with coaches directly, form your own sub-channels, engage with emoji’s a gifs, and more! This space is built for YOU!
If you’d like to meet and connect with other Mento coaches, join the channel #coach-intros. Once a month, the Donut 🍩 app will match you one-on-one with another Mento coach for a 30-minute chat. This is a great opportunity to build community and grow your network, and we encourage you to participate!
This coach community space will have a #product-bugs-feedback channel where you can write in any issues you or your members are having with the Mento app. This channel is the one exception to our new process as we believe it’s important for our coaches to have visibility into what others are experiencing in our product!
Please note: the Mento Coach Slack workspace only saves messages for 90 days. If you come across something you want to save, be sure to download or write the information down for future access.
While you may see Mento employees in this Slack channel (after all, many of us are coaches or are passionate about coaching), please refrain from asking for support in this space. Route those communications to coachsupport@mento.co.
COACH PARTNER MATERIALS
From time to time the Mento team will share materials with coaches to provide more context around our partners and their expectations/coaching goals. These materials could include value documentation, internal coaching program overview, culture/employee feedback surveys, etc. We are still experimenting with the “perfect” format and typically share these documents with coaches either in a Google Classroom or a shared Google Folder. When we do share these materials, please be sure to spend some time to understand the materials and ask questions as needed. Feedback is always welcome!
Here are the most common topics we hear from and communicate to our coaches:
Send us an email when: | We will send you an email when: |
Sample member issues:
* Your member wishes to adjust their sessions or membership
* A member no-shows a session, or multiple sessions
* A member keeps rescheduling multiple sessions
* A member hasn’t scheduled a chemistry call after two weeks
* You had a chemistry call with a member but they haven’t decided yet after two weeks
* A member told you they want to pause their membership
* A member told you they want to cancel their membership
* You’re struggling to coach a member through a topic
* You’re struggling to coach a member in general
* You’re worried about your member
* Your member was laid off | Sample member updates:
* A member sends positive or constructive feedback for you
* We haven’t heard from a member after they had a chemistry call with you and we need you to nudge them
* A member’s subscription is ending with our b2b partner and how you can have a DTC conversion conversation with them
* A member wrote in to pause their subscription
* A member wrote in to cancel their subscription
* A member has an outstanding payment
* A member is interested in meeting with a new coach
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Sharing Mento love and positive feedback about your coaching experience. | Sharing positive feedback and notes of appreciation! |
Questions about Pulse Check processes or feedback received from Pulse Check | Pulse Check survey timeline and qualifying members, and responses. Flag specific responses and offer coaching feedback. |
You want to check in, connect with someone, or say hello! | If you haven’t yet set up your calendar or it’s set up incorrectly. |
You have a question about using our scheduling system or scheduling time with a member | Monthly newsletters and updated product features. |
Any questions about onboarding, Coaching 101, or accessing the Mento platform | Communicate Coaching 101 prep work, homework assignments, additional resources and onboarding tasks. |
If your member tells you that they are interested in doing Peer Insights, and you’d like support facilitating the process for them. | If your member or their employer has asked you to do Peer Insights, Pulse Check, or the Growth Plan with your member. |
Share general updates about all or any of your members! | Ask for updates about any of your members! |
Share the chemistry call self-assessment worksheet | Share chemistry call outcomes, trends, and feedback |
Questions about the type of member you have, any special circumstances | Communicating when you have a new member and what type they are (B2B, DTC, Trial, Founder/Exec) |