Communication with Coach Clients

At Positive Intelligence, coaches aren’t just part of our business - they’re at the center of it. We invest heavily in making coaches successful and take the coach-client relationship seriously.

These guidelines outline how we approach communications with coach-clients -- those individuals a PQ Coach member has invited into the Positive Intelligence experience -- so that our support of your work remains aligned and respectful.

As a general rule, we avoid marketing directly to your clients, and have built systems to support that. But we also operate in a dynamic, customer-driven environment. When a contact directly requests something from us—like a webinar registration, a downloadable guide, or a 1:1 call—we’re obligated to fulfill that request. And if they use different contact information across touchpoints, our systems may not connect the dots.

These complexities mean there are uncommon, but real, situations where your client may hear from us. What follows is how we handle this with transparency, consistency, and a deep respect for your work.

How We Identify a Coach-Client

We consider someone a coach-client when one of the following applies:

• They are enrolled in the PQ Program by a PQ Coach member via the Coach Dashboard. This is the clearest and most direct method. The email used for enrollment becomes their official ID in our system.
• They say a coach referred them when taking the Saboteur Assessment (by answering “yes” to the referral question). In this case, we treat the email address used in the assessment as the identifier.

If a client uses a different email or phone number elsewhere - say, to sign up for a webinar or download a new resource - we may not be able to recognize them as a coach-client, and they could be treated as a new contact in our system.

When Positive Intelligence Might Contact a Coach-Client

Our default position is simple: We do not proactively market to coach-clients. That’s your relationship, and we honor it.

That said, there are situations where we may contact them directly:

• System communications tied to the PQ platform:
  • Saboteur Assessment results
  • App login information
  • Program onboarding or updates as requested
• Transactional communications they request:
  • Registering for a publicly advertised event (e.g. webinar, live Q&A)
  • Downloading a free guide or tool
  • Booking a call with our team
  • Subscribing to a newsletter or other updates
• Brand-wide announcements:
  • PQ app system-wide announcements
  • Product launches or changes
  • Logo changes or brand milestones
• Situations that require direct outreach:
  • Legal compliance or data privacy requirements
  • Safety or service issues raised via our public support channels
  • Direct complaints from a contact that require a resolution

In all of these cases, we do our best to route the conversation back to you or let you know what’s happening via our regular announcement channels: email & newsletter, Coach Dashboard & Learning Hub announcements, or via your PQ Coach community in the PQ app.

Our Commitment To You

We make significant efforts to keep coach-client contacts out of our general marketing lists. Our systems are configured to flag and exclude them where possible. However, if one slips through - for example, due to a different email or an unexpected opt-in - we want to hear from you.

If a coach-client receives a communication they believe they shouldn’t have, they are advised to click the “Unsubscribe” option included on email. You may also reach out to our support team directly with the coach-client’s email. We’ll take quick action to correct it.

This support article was updated on August 14, 2025