Subscribe to RSSEffective Communication In Your Fitness Business
Allow me to make the mistake so you don’t have to!
It was just a typical day in Beverly Hills, California as I drove to my next personal training business appointment. I was scheduled to see a 71 year old client named Sue at 10:00 am.
It was just an ordinary Wednesday as I rang her doorbell, and was escorted by the housekeeper to the gym room. I was always used to waiting a few minutes for Sue to get ready to exercise. Ten minutes went by. After close to 20 minutes of waiting, Sue’s husband, Dave, entered the workout room only to tell me Sue had a headache, and for me to call her later today.
After driving to Sue’s house, waiting for twenty plus minutes, I left will a half hour of dead time.
After 1pm, on the same day, I called her just as her husband requested. Sue said she felt better, and wanted to know if I could come back at 3:30 (on the same day) for a workout. I granted her request.
Fast forward ahead to invoice time. I presented Sue with an invoice that listed both 10:00 am, and 3:30 pm as a session each. Therefore, she was appropriately billed for two hours (sessions) of my time that particular day. After all, I briefly mentioned my 12 hour cancellation policy upon signing her up as a client.
Guess what? A couple of days after handing her an invoice, she cancelled all her personal training sessions with me, and waited to pay me for 2 month.
To make a long story short, she eventually paid me everything that was owed except for ONE SESSION. She took exception to being charged for both hours in which I scheduled, and showed up to her house.
Lesson learned! Even though it was common sense, and courtesy for her to pay me for my time, she didn’t think it was right. MY INITIAL COMMUNICATION WAS POOR! I wasn’t clear enough, up front, when I went over my program policies.
Therefore, I highly encourage you to be extremely diligent when first presenting your personal training business policies. By communicating effectively, up front, you will prevent misunderstandings, and hurt feelings later.
Even though this happened 15 years ago, I still remember clearly. I lost a fitness training client because I was not clear in my initial communication of company policy.
Learn from my mistake so YOU don’t have to lose a personal training client.
I always recommend putting your terms of service in writing, and having a new client sign it. This will make sure you both are on the same level of understanding.
Even though she wasn’t one of my A clients, you never want to lose a client to miscommunication. That is why I am reminding you to think about, and practice effective communication in your personal training business.
Would you have billed her? I briefly mention telling her about my 12 hour cancellation policy, but had nothing in writing that we had gone over it.
Go ahead, and post your thoughts below in the comment section of this post. Would you have billed her, or not?
If I had to do it all over again, I would have had her sign my company policy form, and possibly given her one reminder warning indicating I have to charge next time.
What do you think? One warning or not? Surely you have an opinion on this!
Go ahead, talk back. I am listening!
