Start Here

❓ How to Use This System

Your complete operating guide for delivering a world-class KYP client experience — three modes for every situation.

🎛️ Three Modes — One System

📚

Onboarding Mode

When to use: Learning the playbook, studying steps, understanding the "why" behind each action.

  • Full sidebar navigation visible
  • Steps collapsed by default — click to expand
  • Comfortable reading size for deep study
🎯

Live Client Mode

When to use: During active client onboarding or follow-up for quick, clean reference.

  • Sidebar hidden — full screen focus
  • All steps auto-expanded
  • Larger text, floating phase nav at bottom
✏️

Personalize Mode

When to use: Customizing message scripts to match your voice and client context.

  • Click any script text to edit it directly
  • Purple outline shows all editable areas
  • Download Custom Version to save changes

🚀 Quick Start — Day One

  1. Read the Role Overview — Understand your mission and tools
  2. Study the Master Flow Map — See the full client journey at a glance
  3. Walk through Phases 1–3 — Master every onboarding step in order
  4. Review Phase 4 — Ongoing client success is where retention lives
  5. Bookmark Escalation Protocol — Know it before you need it
💡 PRO TIP — WHATSAPP GROUP DESCRIPTION

The WhatsApp group description is a living record. It should always contain: client start date, program type, top 3 goals (from first Fathom call), last testing date, Drive folder link, and key milestones. Andres reviews these regularly — keep them updated.

Overview

🗺️ Role Overview

What the Client Success Manager owns — and why it matters.

🎯 Your Mission

You are the operational backbone of every client relationship at KYP. Your job is to ensure that every client feels taken care of from the moment they sign — removing friction, closing loops, and making it so Andres can focus 100% on delivering results.

As Andres says: "Everything from that touchpoint on, everything is better if we have a smooth sailing operation at the very beginning."

✅ CSM Owns

  • WhatsApp group creation & management
  • Onboarding form coordination
  • All appointment scheduling
  • Device & test ordering
  • Platform setups (HabitDash, Rhythm)
  • Pre-call & post-call summaries via Fathom
  • 24-hour reminders for all appointments
  • Drive folder management
  • Client Roster tracker updates
  • Quarterly retesting coordination

🧬 Andres Owns

  • Weekly 1:1 coaching sessions with clients
  • Health optimization recommendations
  • Dr. Joel / medical team coordination
  • New client introductions to the group
  • Program pricing & contract decisions
  • Escalation sign-off on complex issues

📱 Core Tools You Use Daily

💬 WhatsApp 📂 Google Drive 🎙️ Fathom 📅 Calendly / Monday 📈 HabitDash 📈 HabitDash 🩺 Rhythm Health ⌚ Whoop 🧬 SelfDecode 📊 KYP Client Roster 📄 DocuSign

📋 Program Types You'll See

Always check the contract in DocuSign to confirm the client's program type — it determines scheduling cadence, testing frequency, and deliverables.

⏱️ 3-Month Program ⏱️ 6-Month Program ⏱️ 12-Month Program ✨ Custom / 1-Off Deep Dive

Most clients are on 3 or 6-month programs. Testing (blood work + DEXA) happens at the start of every program and then every quarter thereafter.

Overview

📊 Master Flow Map

The complete client journey from signed contract to ongoing success.

🧬 KYP Client Journey — End to End

1
Phase 1

Client Onboarding: WA group, forms, address, HabitDash, weekly meetings

2
Phase 2

Appointment Scheduling: Dr. Joel consult, blood work (PWA), DEXA scan

3
Phase 3

Materials & Tools: Whoop, SelfDecode, HabitDash, Rhythm setup

4
Phase 4

Ongoing Success: Reminders, Fathom summaries, quarterly retesting

5
Phase 5

Documentation: Client logs, Drive uploads, Roster updates

🔄 Testing Cadence by Program Type

PROGRAM BLOOD WORK DEXA SCAN DR. JOEL CONSULTS
3-Month Start + End (2x) Start + End (2x) PWA at start + quarterly consults
6-Month Start + 3mo + End (3x) Start + End (2x) PWA at start + quarterly consults
12-Month Every quarter (4x) Start, 6mo, End (3x) PWA at start + quarterly consults

⚠️ Always verify the client's specific contract in DocuSign — some clients have custom arrangements (e.g., no testing, Rhythm-only, 1-off Deep Dive).

Phase 1 — Onboarding

💬 Step 1: Create WhatsApp Client Group

This is the mandatory first step and the foundation of the client relationship. Every client gets their own group. No exceptions.

💬

MANDATORY — Complete Before Any Client Communication

As soon as Andres introduces a new client, this is your first move. The group chat is the command center for the entire program.

1
Create the WhatsApp Group
Never reuse an old group — always create fresh
▼
  • Open WhatsApp and create a new group — never reuse an old one
  • Name the group exactly: 🧬 [Client First Name + Last Initial] - KYP Health Optimization
1A
Configure Group Settings
Do this BEFORE sending any message
▼
Privacy & Permissions
  • Set Group Visibility → Hidden
  • Set Add Participants → Admins only
  • Set Edit Group Info → Admins only
  • Check for an invite link — if one exists, revoke/reset immediately. Do NOT generate a new one.
Add Participants
  • Client
  • Kacie & Kristel (Client Success team)
  • Andres
Assign Admin Permissions
  • Andres → Admin (required)
  • CSMs → Admin as needed
1B
Send Welcome Message
Warm, professional, and action-oriented
▼

Your first message sets the tone for the entire program. Use the approved template from KYP Sample Templates, and make sure to include:

  • Introduction of yourself and the team
  • Sleep Guide and Health Optimization Roadmap (from Materials folder)
  • Confirmation that the group is private
  • Outline of next onboarding steps
  • Calendly link for onboarding call: https://calendly.com/kacie-knowyourphysio/30min
Sample Welcome Script

Hey [Client Name]! 👋 So excited to welcome you to KYP. I'm [Your Name], your Client Success Manager — I'm here to make sure your entire journey is seamless from start to finish. This group is private and only includes you, myself, and Andres.

I've attached your Sleep Guide and Health Optimization Roadmap to kick things off. Here's what's coming up next: we'll get your onboarding form completed, schedule your initial appointments, and get all your platforms set up. Let's book your onboarding call here: [Calendly Link] 🙌

1C
Update WhatsApp Group Description
Living record — must always be current
▼
  • Check the client's contract in DocuSign to confirm program type and terms
  • Follow the KYP Sample Templates guide for description format
📋 WHAT BELONGS IN THE GROUP DESCRIPTION

Client start date • Program type (3/6/12 mo) • Top 3 goals (from first Fathom call) • Last testing date • Google Drive folder link • Key upcoming milestones. Andres reviews these regularly — keep them updated whenever there's a change.

1D
Final Verification Checklist
Do not proceed until every box is checked
▼

✅ Group Setup Verification

✓

No invite link exists

✓

Group is set to Hidden

✓

Only correct members are present (Client, Kacie, Kristel, Andres)

✓

Andres has admin permissions

✓

Welcome message sent with Sleep Guide & Roadmap

✓

Group description updated with start date, goals, program type, Drive link

🚨 If ANY mistake is found:
  • Create a new group immediately
  • Move client to the new group
  • Exit and archive the incorrect group
  • Never reuse a compromised group
Phase 1 — Onboarding

📋 Step 2: Onboarding & PAR-Q Forms

Collect all intake information and create the client's Google Drive folder.

2
Send & Complete Onboarding Forms
▼
  • Send the onboarding form link to the client via WhatsApp
  • Send the PAR-Q form
  • Walk the client through completion if needed — ideally on a live onboarding call
  • Review forms for completeness before moving on
  • Flag any health concerns to Andres or Dr. Joel immediately
⚠️ PROACTIVE APPROACH

Don't just send the form and wait. Clients are busy — offer to walk them through it live on a Zoom call. This prevents weeks of delays and dramatically improves the onboarding experience.

2A
Create Google Drive Folder & Share with Client
▼
  • Create a new folder inside the KYP Google Drive under the client's name: KYP / [Client's Full Name]
  • Upload the contract, onboarding form, PAR-Q, and any other relevant documents
  • Share the Drive folder with the client and notify them via WhatsApp
  • Add the Drive folder link to the WhatsApp group description
  • Always upload blood work and lab results to Drive — never ask clients to upload their own test results unless it's pre-existing data from before they started
Drive Share Message

Hey [Client Name]! I've created your personal KYP folder in Google Drive — this is where we'll keep all your documents, test results, and program materials securely stored. Here's the link: [Drive Link] 📂

Phase 1 — Onboarding

📍 Step 3: Confirm Availability & Address

Collect everything needed to schedule all initial appointments and ship devices.

3
Gather Scheduling Info & Shipping Address
▼
Availability
  • Ask for availability for: Dr. Joel consultation, mobile phlebotomist visit
  • Confirm preferred days and times
  • Note any time zone differences
Shipping Address
  • Collect full shipping address (street, city, state, zip)
  • Verify the address is correct — this is used for Whoop, SelfDecode kit, and mobile phlebotomist
Availability Request Script

Hey [Client Name]! To get everything scheduled for you, I need a couple of things: What days/times work best for you over the next 2 weeks? We need to schedule your Dr. Joel consultation and your blood draw. Also, what's the best shipping address for your Whoop and lab kit? 🙏

Phase 1 — Onboarding

📈 Step 4: HabitDash Setup

KYP's primary client health and habit dashboard — where wearable data, habits, and daily metrics are tracked.

4
Create & Verify HabitDash Account
All data accuracy is critical
▼
  • Walk the client through HabitDash registration — ideally during the onboarding call
  • Set login credentials: Username: Client email | Password: As generated
  • Confirm account creation is complete
  • Verify all data entry is correct and Whoop is connected
  • If the client can't complete it themselves, create the account for them using their email and a generated password, then provide login details
  • Confirm Andres has admin/coach access to the account
🚨 DATA ACCURACY IS NON-NEGOTIABLE

Incorrect setup in HabitDash directly affects Andres's ability to monitor and coach the client day-to-day. Double-check every field and confirm Whoop is syncing before marking this complete.

💡 HABITDASH — WHAT IT DOES

HabitDash is KYP's primary client dashboard — it aggregates wearable data (Whoop, Aura, etc.), tracks daily habits, and gives Andres real-time visibility into every client's performance. If a client's HRV drops or sleep crashes, Andres can proactively reach out. This is what separates KYP from generic coaches.

Phase 1 — Onboarding

📅 Step 5: Schedule Weekly Meetings with Andres

Set up the recurring weekly session that is the backbone of the client's program.

5
Schedule Recurring Weekly Meetings
▼
  • Access Calendly or Monday.com to view Andres's availability
  • Schedule the first weekly session — then set as recurring for the full program duration
  • Add to the calendar
  • Send confirmation to the client via WhatsApp
✅ SESSION FREQUENCY BY PROGRAM TYPE

Standard: Weekly 30-min sessions with Andres. Monthly Programs: Once per month, 1-hour session. Always verify with the client's contract.

Meeting Confirmation Script

Great news, [Client Name]! Your weekly sessions with Andres are all set. Your first session is [Date & Time] — I'll send you a reminder 24 hours before. Looking forward to getting started! 🎯

Phase 2 — Scheduling

🩺 Step 6: Schedule Dr. Joel Consultation (PWA)

Coordinate the Premier Wellness Assessment — 75+ biomarkers, disease risk stratification, full intake review.

ℹ️ WHAT IS THE PWA?

The Premier Wellness Assessment is Dr. Joel Wussow's comprehensive evaluation — over 75 blood biomarkers, 10/30-year disease risk scores, ApoB, LP(a), insulin resistance, and a detailed intake form. It's what sets KYP apart from standard coaching programs. Most clients receive one PWA at program start. Premium clients may receive a second at program end.

6
Coordinate Dr. Joel's Consultation
Check contract for PWA vs. standard blood order
▼
  • Confirm with Andres whether client is getting PWA or standard blood order (check contract)
  • Contact Dr. Joel (or his coordinator) to request available time slots
  • Confirm date and time with the client
  • Send confirmation and prep instructions via WhatsApp
  • Log appointment date in the KYP Client Roster
⚠️ NOTE ON SPECIAL CASES

Some clients skip testing entirely (e.g., they have recent data). Andres will flag this when announcing the new client. Always follow his specific instructions for each client.

Phase 2 — Scheduling

🩸 Step 7: Schedule Blood Work (Mobile Phlebotomist)

Coordinate in-home blood draw — client experience should be effortless.

7
Book Mobile Phlebotomist
▼
  • Schedule blood work after the Dr. Joel consultation is confirmed (Dr. Joel's order drives the blood panel)
  • Confirm date, time, and the exact shipping/visit address
  • Send preparation instructions to the client (fasting requirements, hydration, etc.)
  • Once results are received — upload directly to the client's Google Drive folder. Do not ask the client to upload their own results.
Phase 2 — Scheduling

🔬 Step 8: Schedule DEXA Scan

Gold standard for body composition — schedule near the client's location.

8
Book DEXA Scan Appointment
▼
  • Find a DEXA scan location near the client's zip code / city
  • Book the appointment and confirm location, date, and time
  • Notify client via WhatsApp with full appointment details
  • Review client schedule monthly — coordinate repeat DEXA at appropriate quarterly intervals
  • Schedule next DEXA during or right after the current appointment when possible
💡 WHAT IS A DEXA SCAN?

DEXA is the gold standard for body composition — it shows exactly how much muscle vs. fat a client has, at a granular level. It informs Andres's fitness programming, fat loss targets, and tracks progress quarter over quarter. Takes only a few minutes for the client.

Phase 3 — Materials & Tools

📦 Step 9: Order Whoop & SelfDecode

Get the client's wearable and genetic test ordered as soon as the shipping address is confirmed.

9
Place Orders
Target: within 24 hours of address confirmation
▼
  • Confirm client readiness and that shipping address is verified
  • Whoop: Place order — if client already owns a Whoop, skip and flag for Andres (client may receive a $300 supplement credit or alternative item)
  • SelfDecode Genetic Test: Place order — check if KYP has an active coupon/discount code before ordering
  • Log both orders in the KYP Client Roster with expected delivery dates
✅ 100% FULFILLMENT STANDARD

KYP's KPI is 100% fulfillment of Whoop and genetic tests within 7 days of the onboarding call. Order fast — this is a client satisfaction driver.

Phase 3 — Materials & Tools

🚚 Step 10: Track & Confirm Delivery

Stay on top of every shipment — proactively update the client, don't wait for them to ask.

10
Shipment Tracking & Client Communication
▼
  • Track shipment status regularly (check USPS, carrier tracking)
  • Notify the client when item has shipped — share tracking number
  • Confirm receipt once delivered via WhatsApp
  • Address any setup questions the client has about the device or kit
Shipping Notification Script

Hey [Client Name]! Great news — your [Whoop / SelfDecode kit] has shipped! 🚀 Tracking number: [#]. Estimated arrival: [Date]. Let me know when it arrives and I'll help you get set up right away!

Phase 3 — Materials & Tools

📈 Step 11: HabitDash Setup

Client habit and accountability dashboard — ensure full access before the first coaching session.

11
Create & Configure HabitDash Account
▼
  • Create or activate the HabitDash account for the client
  • Login credentials: Username: Client email | Password: As generated
  • Grant Andres admin access
  • Confirm the client can log in successfully
  • Confirm habits and dashboards are visible and correctly configured
HabitDash Setup Message

Hey [Client Name]! Your HabitDash account is all set up 🎉 Here are your login details: Email: [email] | Password: [password]. Please log in and confirm everything looks good on your end. This is where we'll track your daily habits and hold you accountable between sessions!

Phase 3 — Materials & Tools

🩺 Step 12: Rhythm Health Setup

Rhythm provides automated monthly blood work — a core part of KYP's ongoing data infrastructure.

ℹ️ WHAT IS RHYTHM?

Rhythm provides automated, recurring monthly blood work ("Rhythm labs") so clients and Andres always have fresh biomarker data without scheduling. Clients on Rhythm are automatically tracked, and Dr. Joel reviews quarterly. Not all clients are on Rhythm — check the contract.

12
Create & Configure Rhythm Account
▼
  • Confirm the client is ready to begin Rhythm tracking (check contract — note start delay if they just had blood work)
  • Create or activate the client's Rhythm Health account
  • Ensure the client is properly assigned to the correct program or workspace
  • Verify data integrations are enabled if applicable
  • Confirm Andres has coach/admin access
Walk the Client Through:
  • How to log in to Rhythm
  • What data they are expected to review or submit
  • How often they should engage with the platform
⚠️ TIMING NOTE

If a client just completed a round of blood work, Rhythm may not start for 30 days. Andres may also send a Rhythm kit as a gift — coordinate timing carefully and note the start date in the WhatsApp group description.

Phase 4 — Ongoing Client Success

🔔 Step 13: Reminders & Follow-Ups

Consistent, proactive communication keeps clients accountable and feeling cared for.

13
Send 24-Hour Reminders for All Appointments
🚨 Timing: 24 hours before every meeting or appointment
▼
  • Send reminder to the client via WhatsApp 24 hours before every session, appointment, or test
  • Tag Andres in the reminder if it's a session with him
  • Ask the client to confirm attendance
  • If they can't make it, reschedule immediately — do not leave it open
Session Reminder Script

Hey [Client Name]! Just a heads up — you have your weekly session with Andres tomorrow at [Time]. 🗓️ Please confirm you're good to go! Here's the Zoom link: [Link]. Let us know if anything has changed and we'll get it rescheduled right away.

Appointment Reminder Script (Dr. Joel / Phlebotomist / DEXA)

Reminder! Your [appointment type] is tomorrow at [Time] at [Location/Zoom]. 🩺 Please remember to [fast / bring ID / etc.]. Reply here to confirm you're all set!

Phase 4 — Ongoing Client Success

📝 Step 14: Fathom Pre-Call & Post-Meeting Summaries

The accountability layer that keeps every client session connected to their goals.

14A
Pre-Call Summaries
Send before every Andres + client session
▼
  • Before each session, review the Fathom transcript from the last call
  • Identify the key action items, goals discussed, and any outstanding items
  • Send a pre-call summary in the WhatsApp group — tag both the client and Andres
  • Include: main topics to cover, the client's outstanding to-dos, and an invitation for the client to add agenda items
Pre-Call Summary Script

Hey [Client Name] & @Andres! Your session is today at [Time]. Here's a quick recap from last week: Topics covered: [Summary]. Your action items: [List]. Looking forward to a great session! Let us know if there's anything specific you'd like to cover today 🙌

14B
Post-Meeting Summaries & Fathom Uploads
Complete within 2 hours of every session ending
▼
  • After Fathom processes the call, review the transcript and notes
  • Send a post-meeting summary in the WhatsApp group — include client next steps AND Andres's action plans
  • Download the Fathom recording and upload to the client's Google Drive folder
  • Update the KYP Client Roster to log session completion and remaining session count
  • Update the WhatsApp group description if any key goals or milestones changed
⚠️ DON'T LET THIS SLIP

Andres has flagged missing post-meeting summaries directly. This is a high-visibility deliverable. The summary in the group chat is proof that the CSM team is on top of every client's journey.

Post-Meeting Summary Script

Great session today, [Client Name]! 🎯 Here's your recap: What we covered: [Topics]. Your next steps before next session: [Action Items]. Andres will: [Andres's commitments]. See you next week — keep it up! 💪

Phase 4 — Ongoing Client Success

🔄 Step 15: Quarterly Retesting Coordination

Tracking quarterly milestones ensures every client gets the full value of their program.

15
Monitor & Schedule Quarterly Testing
▼
  • Track each client's testing schedule in the KYP Client Roster — log program start date, last test date, and next test due date
  • Proactively reach out to schedule quarterly blood work and DEXA before the window arrives
  • When possible, schedule the next round of testing at the end of the current Andres session ("schedule it on the call")
  • Coordinate with Dr. Joel for quarterly consult scheduling
  • Upload all test results to the client's Drive as soon as received — never wait for the client to provide them
💡 MAKE IT AUTOMATIC

The goal is for clients to never have to think about "when is my next test?" — you handle it proactively. The WhatsApp group description should always show the last testing date and the next scheduled date.

Phase 5 — Documentation

🗂️ Step 16: Maintain Client Logs & Roster

Documentation is the system that makes everything else work at scale.

16
Update Client CSM Folder & KYP Roster
▼
Google Drive — Per Client Folder
  • Contracts & signed documents
  • Onboarding & PAR-Q forms
  • Blood work & lab results (uploaded by CSM, not client)
  • Fathom session recordings
  • ID / any intake documents
KYP Client Roster — Update After Every Action
  • Onboarding status
  • Session dates & remaining session count
  • Appointment dates (Dr. Joel, blood work, DEXA)
  • Device order & delivery status
  • Issues, notes, and flags
✅ EOD UPDATE HABIT

The Client Success team sends an end-of-day update in the internal team chat listing all completed tasks. This keeps Andres and Max informed and creates a culture of accountability. When in doubt, document it.

Reference

✅ Pre-Call Checklist

Complete every item below before each client session with Andres. This is what separates a great session from a reactive one.

⏱️ TIMING — Complete at least 30 minutes before every session

The pre-call prep ensures Andres walks in fully informed and the client feels seen. Tap each item to check it off as you go.

📊 DATA REVIEW

✓
Check client's Whoop data
Review recovery score, HRV, RHR, sleep score, and strain for the past 7 days. Note any significant drops or spikes to flag for Andres.
✓
Check HabitDash dashboard
Review the client's latest synced wearable data — sleep trends, HRV, recovery, and any out-of-range metrics since the last session.
✓
Check HabitDash for habit completion
Review how consistently the client has been tracking and completing their assigned habits this week.
✓
Check Rhythm labs (if applicable)
If the client is on Rhythm, confirm whether new lab results are available and upload to Drive if so.

📋 FATHOM & ACTION ITEMS

✓
Review last session's Fathom transcript
Read through the full transcript or summary from the most recent session. Know the context before the call starts.
✓
Identify the client's outstanding action items
Pull the specific to-dos assigned to the client from the last session. These form the accountability backbone of the pre-call summary.
✓
Identify Andres's outstanding action items
Flag anything Andres committed to last session so he can be held accountable too — supplement recommendations, protocol changes, referrals, etc.
✓
Note remaining sessions in the program
Check the KYP Client Roster for how many sessions are left in this client's contract. Flag if fewer than 3 remain — renewal conversations should begin early.

📆 LOGISTICS & SCHEDULING

✓
Confirm no upcoming appointments are missing
Check if the client has any upcoming DEXA, blood work, or Dr. Joel consult that needs to be scheduled. If approaching the quarterly window, flag proactively.
✓
Confirm next weekly session is already scheduled
The next session after this one should already be on the calendar. If not, be ready to book it on the call or immediately after.
✓
Confirm all devices & shipments are up to date
If Whoop or SelfDecode is still in transit, note the estimated delivery so Andres can update the client if asked.

💬 SEND PRE-CALL SUMMARY

✓
Send pre-call summary in WhatsApp group
Using the script from Step 14A — include topics to cover, client's action items from last week, and invite the client to add agenda items. Tag both the client and Andres.
✓
Confirm client has the Zoom link
Verify the meeting link is accurate and was included in the 24-hour reminder sent the day before.
✅ AFTER THE CALL

Once the session ends → Review the Fathom summary → Send the post-meeting summary with next steps in the WhatsApp group → Download and upload Fathom recording to Drive → Update the KYP Client Roster. See Step 14 for full details.

Reference

🔗 Quick Links

Every platform and tool the CSM team uses — one click away.

🧬 Client Platforms

📈
HabitDash
app.habitdash.com
 🩺
Rhythm Health
rhythmhealth.io
 🧬
SelfDecode
app.selfdecode.com
 ⌚
Whoop
whoop.com

📅 Scheduling

📅
Onboarding Call (Kacie)
calendly.com/kacie-knowyourphysio
 📅
Andres's Calendly
calendly.com/andrespreschel

📁 Internal Tools

📂
Google Drive (KYP)
drive.google.com
 🎙️
Fathom
fathom.video
 🗂️
Monday.com
app.monday.com
 📄
DocuSign
docusign.com

🌐 KYP Public

🧬
KYP Website
knowyourphysio.com
⚠️ LINKS MAY CHANGE

If any link above stops working or has been updated, flag it in the internal team chat so this guide can be updated in Personalize Mode.

Reference

📊 KPIs & Standards

The numbers we hold ourselves to. Non-negotiable benchmarks for the client experience.

95%
Appointment Success Rate
Appointments scheduled AND attended
100%
Materials Fulfillment
Whoop + SelfDecode within 7 days of onboarding call
24hr
Reminder Window
All reminders sent exactly 24 hours before any appointment
✅
Post-Call Summaries
Sent within 2 hours of every session
🔄
Quarterly Testing
No client misses their quarterly testing window
📊
Client Satisfaction
Measured via periodic surveys & feedback
Reference

🚨 Escalation Protocol

How to handle issues when standard resolution isn't enough.

📋 Escalation Steps

1
Resolve Directly with Client

For missed appointments, delivery delays, platform issues, or scheduling conflicts — attempt to resolve directly with the client first. Offer solutions, reschedule immediately, and keep communication warm and proactive.

2
Escalate to Andres

If unresolved after Step 1 — or if the issue involves a client health concern, contract question, or anything requiring Andres's direct input — escalate immediately. Flag in the internal team WhatsApp with full context.

🚨 IMMEDIATE ESCALATION — No Step 1 Needed:
  • Any health concern flagged during PAR-Q or onboarding
  • A client expressing serious dissatisfaction or intent to cancel
  • A compromised WhatsApp group (privacy issue)
  • Any situation that could affect KYP's reputation or HIPAA compliance
💡 WHEN IN DOUBT — COMMUNICATE

The internal team chat exists for a reason. If something feels off or you're unsure how to proceed, post in the team channel with a clear summary of the situation. Over-communication is always better than leaving a problem unaddressed.