Shed those unwanted clients – Part 1

Come on, admit it. You know you have at least one or two of them in your personal training business; clients that seem to require a lot of your time and energy or perhaps just suck the living soul from your very existence. It’s a subject amongst trainers that comes up quite often behind closed doors. After all who wants to admit they have a client like this? In addition, it feels bad to refer to another person this way. But the truth is, they exist and if you’ve got one, it’s not healthy for you, your business or even the client. In this two part article you will explore how to prevent yourself from getting into this predicament in the first place. The second part explores what to say in order to break up with a client.

If only there was a magic bullet, recipe or wand you could wave to ensure that you don’t attract these people into your practice. Well hold on, there is. I’ve discovered a way for you to significantly minimize the problem or fix the one you may already have. Here are four suggestions or systems you can put in place to pre-qualify or pre-screen a client and they are;

1)      Think fit before fee

2)      Date them first

3)      Be upfront with expectations

4)      Put them on probation

Think fit before fee

If you know which target market you are aiming to work with then establishing the right fit before taking any fees is important. This will help you tremendously in identifying the people you want to work with instead of just taking on anyone who crosses your door. For example, you may work with fit individuals looking to improve their personal best in trail running. When you meet someone who doesn’t fall into this category then you can refer them. If they do match your target market then move to the next step which is to date them first.

Date them first

Now when I say date them first I don’t mean go to the movies together. I’m referring to the process of taking the time to sit-down and get to know them. Offer them a sample session and see how they are to work with. If you sense a good fit then move to the next step which is to clarify expectations.

Be upfront with expectations

The best thing you can do for your training relationship before it even begins is to clarify what role you each play in training. For example, as a trainer you should always be organized and prepared for the session, arrive on-time, be attentive to their needs, act professionally and listen when they have concerns.

On the client side of the equation you expect them to arrive on-time, provide proper notice of cancellation, be consistent with their sessions, follow the plan laid out for them, pay on-time and communicate any issues with you right away. These are the guidelines under which you both will work together and will assist in creating trust and respect in the relationship. If they agree to these terms then you can move to the next step which is to put them on probation.

Put them on probation

I probably wouldn’t tell a client directly that they are on probation because that might be a touch off-putting for some people. I would suggest that you work with them for 3-5 sessions. Then evaluate whether or not you wish to continue the relationship. Leave the door open for the client to evaluate if they want to continue as well. Try using the following sentence in the pre-consultation to set the stage.

We are entering into a training and business relationship. It’s important to me that you feel like you are getting value for your money. If at any time during the next 3-5 sessions you have any concerns please let me know. If you aren’t happy with the training or not sure we are a good fit, it’s okay to tell me and I would be happy to refer you to another trainer. If I don’t sense there’s a good fit I will tell you as well. This is a respectful thing we can both do for each other and I don’t want us to feel awkward if either of us decides not to move forward. I won’t take it personally so feel free to be honest.

The most important aspect of building a relationship with people is to be honest and upfront. If you have a gut feeling that things aren’t going to work out or if the relationship gets to the point where you don’t enjoy training this individual then I believe it’s your duty to put an end to it. The four tips I’ve outlined above should help you in preventing taking on a client that you will only be pulling your hair trying to get rid of.

Now if you do have someone who you would like to refer then stay tuned for part II of Shed those unwanted clients.