December 2022 / January 2023 / February 2023 | Akwa | 43 will be no fee. If this happens again, however, I will have to charge you the full session price.” I have heard many trainers say they feel bad for charging a client for a no-show. Do not feel bad. Remem- ber that a client is not only paying for the individualized workout you spent time creating, but they are also paying for your time. When you carve out an hour of your life for a client, you have ensured that you cannot do anything else with that time. You may have a full book of clients and had to turn away another paying client because you had already reserved this block of time. You could have also made money by subbing for a group fitness class or conducting a new-member orientation. If you must, because you genuinely cannot bring yourself to charge a client for a no-show or are so wracked with uneasiness about having the” I’m going to have to charge you” conversation, give each client a single no-show pass over the course of your training relationship and charge for every no-show after that. But again, have the conversation upfront and make your policy clear. Scenario 3: Your client asks for details about another client. There are three ways to handle this: deflect, ignore, or acknowledge. • “What do you do with that other client I see you with on Wednes- days? I would LOVE to have strong arms like hers!” Deflect: “You can definitely have strong arms! In fact, I have a few ideas for some new exercises that I think you’re really going to like. Let’s get started now!“ • “WOW, that woman I used to see you with on the track looks amaz- ing! How much weight has she lost?” Ignore: “Oh, lane one just opened up! Let’s grab it quickly!” • “How is Michael doing? I heard he had a bad fall a few weeks ago, and you’re working with him to improve his balance.” Acknowledge: “Thank you for your concern, but I can’t discuss any of my other clients.” Scenario 4: Your client blames you for their lack of progress. This one is tough because it hits a per- sonal nerve. However, before getting defensive, remember that your client is not really blaming you. Instead, they are frustrated because they don’t see visible results in the timeframe they had set for themself, making this the perfect time for a pep talk! Remind your client how far they’ve come and how proud you are of their hard work. It will also be a great time to recheck their numbers and set a new goal with a realistic timeline for achieving them. However, if your client is not actually showing up and working hard, the conversation will be very different. It is imperative that you be honest with your client. Sugarcoating the truth or minimizing the effect of their behavior on their progress is both unkind and detrimental. Don’t say, “You’re doing great, Dan” if the truth is, “Dan, you are routinely 10-15 minutes late for our training sessions. It will take twice as long to reach your goal if you aren’t making the most of each session.” Speak the truth and be kind. Also, use facts and find a way to communicate in a way that will resonate with your client. I had a former client who initially made progress but started to slip back after several months of training with me. I learned through conversations with him that he only exercised when meeting with me. I knew he was ana- lytical and enjoyed working with num- bers, so I used math in our discussion. To address his lack of weight loss, I sat him down with a piece of paper and a calculator. I showed him that there are 168 hours in a week. He trained with me for 2 hours per week. I was willing to push him hard for those two hours a week, but he needed to take respon- sibility for the 98% of his week that he was not with me. Consider using a client/trainer con- tract. The contract should include the following information: • Late and no-show policy - Be clear regarding how far in advance (in the exact number of hours) a cli- ent needs to cancel before being charged for the session. How long will you wait for them if they are running behind? What happens if YOU are a no-show or are late? How will you make it up to them? • Payment policy - Include the facil- ity payment policy or your policy if you own your own business. Con- sider including your refund policy and how long sessions or packages are valid. Do they expire after a certain period? If so, include that information. • Your training philosophy - You have committed to your client. Tell them exactly what they can expect from you, including safe and effective programming, coaching, motiva- tion, cross-communication with their physical therapist or doctor, and adjustment for injuries/limita- tions. • Your client expectations - You have indicated what you will bring to the table. What do you need in return? Include a statement about a commitment to their program. Cli- ents should agree to arrive on time, communicate promptly about schedule changes, and honestly discuss any injuries, pain, and dis- comfort. Ultimately, you cannot care more about a client’s progress than they do. If you have to remind them before every single session, reschedule more times than you meet, or notice a change in their motivation or attitude, it is time to check in with them. Do they really want this? Has their goal changed? Have they lost interest in the program, the exercises, etc.? Are other factors coming into play, such as a lack of support from friends and family? Remember that you are doing your clients a disservice if you are not honest with them, and you are doing yourself a disservice if you allow a cli- ent to take advantage of you. n Author Jackie Lebeau is the Senior Director for Fitness & Instruc- tion at the University of Virginia. She holds a BS in Exercise & Health Promotion and a MS in Sports Administration. Jackie is an international fitness presenter who spe- cializes in aquatic fitness. She is a continu- ing education provider for AEA, AFAA & ACE and a training specialist for AEA. She lives in Charlottesville, VA with her dogs and chickens. To contact Jackie directly, please e-mail [email protected].
