Attention Personal Trainers! Have you ever had to deal with a difficult client?

Trainers don’t talk about it. It’s a dirty little secret kept in the closet and seriously affects the enjoyment level of the job. It’s a challenge to deal with and usually an uncomfortable situation. What is it that has trainers feeling perplexed? It’s the client who saps your energy with their constant negativity, complaining or lack of commitment. By the end of the session, any ounce of positivity has been sucked away leaving you feeling tired, drained and miserable. Sound familiar?

We’ve all faced a similar situation at some point in our careers or may have yet to face it. I can’t tell you how many times I’ve stood around and listened to trainers re-count their stories of a client that drained their energy. They desperately would like to change the situation or end the relationship but don’t know how or what to say. To get out of this sticky situation, they usually feign a busy schedule, stop calling the client or provide terrible customer service just so the client won’t renew.  So what do you do when you come across a client like this? Is there a way to prevent the situation from ever happening in the first place and if it does, how can you change it or get out of it?

Before going any further, it’s important to understand that everyone is unique. It’s not up to us to pass judgment on people. There’s probably a good reason why your client is feeling they way they are feeling and has nothing to do with you. We all struggle in our lives at some point and go through periods where we aren’t the most optimistic. It’s in those times that we need understanding people around us. So a little understanding on your part goes a long way. Having said this, if you still want to end the business relationship then that is your prerogative. Just make sure you do so in a professional and honest manner. Here are a few strategies that may alleviate the situation from ever occurring in the first place.

Qualify your prospect. Before you accept a client, create a profile of who your ideal client would be. For example, my ideal client is a man or woman who is already fit, likes to run and push hard. They are self-motivated and have a high commitment level and a consistent schedule. Before I consider taking a new client I look for those qualifiers. If I meet someone who I think would be a good fit then I take them on. If I don’t sense a good fit, I refer them to someone else.

Spell out expectations. When performing your initial consultation let the client know your expectations up-front. This includes arriving on time and being prepared to workout. If your client has any physical, emotional or nutritional concerns then let them know you work with a team of professionals and would be happy to refer them should any issues surface. By setting up the expectations ahead of time you can easily circumvent many uncomfortable situations.

Nip it in the bud. If the session starts to become too socially oriented quickly correct the situation by talking about it with your client. While you may be interested in learning more about them I’m sure you’re more interested in ensuring that they have a good workout and get what they paid for. Save the catch-up time for the stretch or between intense exercises when they need to catch their breath. This has the added advantage in that it keeps the client focused and they are less likely to start telling you their problems.

Re-direct negative self-talk immediately. We are all guilty of engaging in negative self-talk at some point or another, however there are those clients that do this more then others.  If you have a client that constantly speaks negatively come back immediately with a positive. For example, if a client feels that they aren’t seeing any results then point out the progress they have made so far. If they complain about a flabby tummy or thighs, mention how exercise and proper nutrition can help them reduce those problem areas. If the negative talk seems excessive then you might want to point it out. The client may not even be aware that they are speaking negatively. I’ve had several clients who after I pointed out their negative self-talk where shocked to discover just how often they did this. Remind them that what you think is what you become so why not talk and think positively.

Be professional. If you start to become too casual with your clients then it will be almost impossible to go back. Remember you are entering into a business relationship not a friendship. If things get too personal and then issues start to surface it will not only ruin the business relationship but also the personal relationship. I’ve had two or three clients over the years that I really liked and wanted to be friends with. Once we both realized that we were becoming friends it became a mutual decision to end the training relationship and grow the friendship with no strings attached.

If you have done all these steps and still wish to let the client go then you need to think about your exit strategy. First, call the client and ask to set-up a meeting. Tell them that you wish to discuss their training and goals. Choose a private and quiet location to talk. State your concerns using “I” statements instead of saying “you”.

I suggest before you go live and talk to your clients about changing behaviors or letting them go you role play what you are going to say. Connect with other trainers and get their honest feedback about the approach you are taking. This is no time to use the sandwich technique when providing feedback. Let the trainer know you need direct and to the point feedback on the impact of your words and approach when working through these situations.

In the end, it’s in the best interest of the client to let them go if you don’t feel you are giving it your best. You can’t like or get along with everyone and it’s natural to want to work with people that add to your energy and not drain it. Trust me your clients would feel the same way about you if you were being negative and difficult to work with. The main difference being, your customer would not think twice about leaving you if they weren’t happy with the service.