Answers (21)
3
Jocelyn,
It seems that your client perfect for wellness coaching. She may have set for herself unrealistic goals and as a consequence she many not be able to reach them.
It seems to me she is in the contemplative stage of change. It might be a good idea to think about brainstorming cognitive-based goals instead of "doing" goals because she hasn't been successful with the "doing" goals.
Is it possible that three times a week is just too much for her? Never forget changing a behavior is very hard work.
When I work with clients that are new to wellness, I always encourage them to start with wellness coaching. In this way they are able to create a vision of who they want to be in six months time. When an individual describes who they want to be and commits it to writing it becomes real. You can then brainstorm with the individual in coming up with strategies to reach their vision.
You mentioned that you both spoke together to "talk about her behavior and what it takes to reach her fitness goals." Out of curiosity, when you spoke with each other did you tell her what to do or did she figure it out for herself? Never forget, the client must have a compelling reason to change. If they don't, we can't do it for them. Help her find her personal reason to change and utilize that to keep her motivated.
I wish you the best.
It seems that your client perfect for wellness coaching. She may have set for herself unrealistic goals and as a consequence she many not be able to reach them.
It seems to me she is in the contemplative stage of change. It might be a good idea to think about brainstorming cognitive-based goals instead of "doing" goals because she hasn't been successful with the "doing" goals.
Is it possible that three times a week is just too much for her? Never forget changing a behavior is very hard work.
When I work with clients that are new to wellness, I always encourage them to start with wellness coaching. In this way they are able to create a vision of who they want to be in six months time. When an individual describes who they want to be and commits it to writing it becomes real. You can then brainstorm with the individual in coming up with strategies to reach their vision.
You mentioned that you both spoke together to "talk about her behavior and what it takes to reach her fitness goals." Out of curiosity, when you spoke with each other did you tell her what to do or did she figure it out for herself? Never forget, the client must have a compelling reason to change. If they don't, we can't do it for them. Help her find her personal reason to change and utilize that to keep her motivated.
I wish you the best.
3
I simply raise my rates...
Natural attrition for all clients who are not willing to invest the time, commitment and money.
And I make room for someone who is willing and wants to INVEST in themselves.
Good luck, she has to go :)
Kimberly
Natural attrition for all clients who are not willing to invest the time, commitment and money.
And I make room for someone who is willing and wants to INVEST in themselves.
Good luck, she has to go :)
Kimberly
2
I have really been paying attention to my visceral reaction while driving to my clients home. If my stomach is in a knot, if I am dreading ringing the door bell then I know it's time to move on.
You can analyze and talk it through until you're blue in the face but if you two are not a match you're not a match.
You need to invest your time and training with people "who get it" with people "who want it"
Personally I don't keep clients that don't make strides for the simple reason that I don't want them telling others about me since there has been no obvious change in them!
Fill your training hours with clients that matter, you will put out an energy that will motivate them.
You can analyze and talk it through until you're blue in the face but if you two are not a match you're not a match.
You need to invest your time and training with people "who get it" with people "who want it"
Personally I don't keep clients that don't make strides for the simple reason that I don't want them telling others about me since there has been no obvious change in them!
Fill your training hours with clients that matter, you will put out an energy that will motivate them.
1
After thinking about this question for a while I had to add my thoughts to the conversation. The best advice that I got with "how to fire a client" was to look at your clients in terms of ABC. Your A clients are the ones that work hard, WANT to train and are doing what they know is right. They do not cancel without a reason and rarely do so. They are the ones that MAKE you happy to train with them. Your B clients are the ones that have a I want to train attitude but are not fully committed to the idea of training. They still come but sometimes cancel but you are still happy to see them. Your C clients are those that are hard to deal with. Make you UNHAPPY about training with them and they cancel all the time.
Once you have your clients identified as A,Bor C you give your A clients the best time slots and your B clients get the next slots and you ween out your C clients. These clients do not good the prime slots. Your goal is to ween out your C clients as they can bring you down and potentially hurt your business.
To "fire" your C clients you talk with them about what is happening and try and figur out how to correc the situation. If that does not work you tactfully let them know that you may not be the right trainer for them and that they should like for a new trainer. you may even want to recommend someone to them. This way you are still looking after their best intrest.
You still have to do what is right for you. Not every client is the right fit for every trainer and sometimes the best training is to turn a client over to someone else. I hope that this helps.
Tami Barnwell
Once you have your clients identified as A,Bor C you give your A clients the best time slots and your B clients get the next slots and you ween out your C clients. These clients do not good the prime slots. Your goal is to ween out your C clients as they can bring you down and potentially hurt your business.
To "fire" your C clients you talk with them about what is happening and try and figur out how to correc the situation. If that does not work you tactfully let them know that you may not be the right trainer for them and that they should like for a new trainer. you may even want to recommend someone to them. This way you are still looking after their best intrest.
You still have to do what is right for you. Not every client is the right fit for every trainer and sometimes the best training is to turn a client over to someone else. I hope that this helps.
Tami Barnwell
1
Tami did have some excellent advice. Sometimes us trainers can cling to the romantic notion that we can help everyone. In the end. I think she is right as well. It all comes down to respect and choices in the end. As the trainer, you always have respect for the client, but some clients it just doesn't matter how hard you try, their choices don't fit always fit into the bigger picture. For the sake of your sanity and being able to offer other clients the highest quality services, you have to cut the ties to those who don't take what you do seriously. One thing is for certain though, experiences like this one definitely help us to better appreciate those clients who put forth their best efforts!
This was a great question. Thank you for sharing your experience with everyone. I enjoyed reading all of the answers you got!
(I would have left this in a comment for you, but it seems that the spam filter hasn't been applied to comments yet, which is preventing comments)
This was a great question. Thank you for sharing your experience with everyone. I enjoyed reading all of the answers you got!
(I would have left this in a comment for you, but it seems that the spam filter hasn't been applied to comments yet, which is preventing comments)
1
After years of aggravation of training many clients who were in the same boat as the client you describe, about two years ago I introduced a clause in my client contract that states that I have the right to "fire" the client if the client is not (1) attending scheduled sessions; (2) adhering to guidelines and training program in an 100% effort to meet their goals; and (3) reaching short term and long term goals.
In our initial meeting, I make sure the client understands that my goal is for her to reach her goals and in order for her to reach her goals, she must adhere to the program. If she is not seeing progress, then I probably am not the trainer for her. My contract states that if the client is "fired" due to failure to adhere to program, program fees will not be refunded.
While this may seem brash and harsh, I have found that this tact actually works and weeds out clients who might be "on the fence" about committing to a fitness program.
I have a long waiting list and feel it is not fair to allow someone to waste my time and her money when I have someone else who would give 100% to the program. Also, I realized that having clients who are not reaching their goals and progressing are actually bad for my business as they are not really good advertisement.
I do not expect all of my clients to have phenomenal results and understand that fitness comes in all sizes and shapes - but I do expect my clients to put forth 100% effort to self-improvement. If I have a client who is not losing weight but is keeping scheduled appointments and is experiencing improvement in fitness level, character development and overall health, I would never "fire" that client. When you have a client who is putting forth 100% effort, improvement will happen! There is no doubt about it.
I also schedule a complimentary initial consultation with each client to have a "get to know" meeting. I can usually tell during this first meeting whether the client will match my personality and respond to my training style. If I feel that we do not mesh, I will refer potential clients to a trainer whose personality and training style I feel will best match that person's own personality. I have a client referral program with other trainers in my town so even while I might lose a potential client by referring, I actually help my business when someone who would not be a good fit as one of my clients gets good results by training with a trainer who matches their personality and style. Plus, I get a referral fee!
Like Marlan, I strongly agree with Tami. Not every client is for every trainer! We can only help the clients we can help & there is probably another trainer out there who can help the clients we cannot help.
In our initial meeting, I make sure the client understands that my goal is for her to reach her goals and in order for her to reach her goals, she must adhere to the program. If she is not seeing progress, then I probably am not the trainer for her. My contract states that if the client is "fired" due to failure to adhere to program, program fees will not be refunded.
While this may seem brash and harsh, I have found that this tact actually works and weeds out clients who might be "on the fence" about committing to a fitness program.
I have a long waiting list and feel it is not fair to allow someone to waste my time and her money when I have someone else who would give 100% to the program. Also, I realized that having clients who are not reaching their goals and progressing are actually bad for my business as they are not really good advertisement.
I do not expect all of my clients to have phenomenal results and understand that fitness comes in all sizes and shapes - but I do expect my clients to put forth 100% effort to self-improvement. If I have a client who is not losing weight but is keeping scheduled appointments and is experiencing improvement in fitness level, character development and overall health, I would never "fire" that client. When you have a client who is putting forth 100% effort, improvement will happen! There is no doubt about it.
I also schedule a complimentary initial consultation with each client to have a "get to know" meeting. I can usually tell during this first meeting whether the client will match my personality and respond to my training style. If I feel that we do not mesh, I will refer potential clients to a trainer whose personality and training style I feel will best match that person's own personality. I have a client referral program with other trainers in my town so even while I might lose a potential client by referring, I actually help my business when someone who would not be a good fit as one of my clients gets good results by training with a trainer who matches their personality and style. Plus, I get a referral fee!
Like Marlan, I strongly agree with Tami. Not every client is for every trainer! We can only help the clients we can help & there is probably another trainer out there who can help the clients we cannot help.
1
Great Question!
Never underestimate your abilities as a Professional Personal Trainer. If you properly PAR-Q'd your client, set goals, nutrtion habits and journaled your progress and your client does'nt want to chage their personal health habits, you might want to move on to other clients on your waiting list that do need your professional help.
Unfortunately, we cannot help everyone who comes our way however, we can focus on those clients that are motivated for personal success.
I have fired clients in the past...its not easy nor fun, but in some cases it has to be done.
Some tips I have used:
* I never raised rates as an excuse to fire a client.
* Honesty is the best policy.
* If my client has not met their weight goals, I temporarily cease personal training with them and will give them a return date for a weigh in to meet a set weight. If they achieve that specific weight, then training resumes, if they do not, I let them go.
* I simply state that I am not the right trainer for them and I do not want to continue to waste their time and money and I can refer them to another trainer that might fit their needs and I apologize for letting them down.
In some cases the client will see that you are serious about them and their health and might have a moment of clarity and change their habits. Even if they don't return, they will respect you for your honsety and professionalism.
Never underestimate your abilities as a Professional Personal Trainer. If you properly PAR-Q'd your client, set goals, nutrtion habits and journaled your progress and your client does'nt want to chage their personal health habits, you might want to move on to other clients on your waiting list that do need your professional help.
Unfortunately, we cannot help everyone who comes our way however, we can focus on those clients that are motivated for personal success.
I have fired clients in the past...its not easy nor fun, but in some cases it has to be done.
Some tips I have used:
* I never raised rates as an excuse to fire a client.
* Honesty is the best policy.
* If my client has not met their weight goals, I temporarily cease personal training with them and will give them a return date for a weigh in to meet a set weight. If they achieve that specific weight, then training resumes, if they do not, I let them go.
* I simply state that I am not the right trainer for them and I do not want to continue to waste their time and money and I can refer them to another trainer that might fit their needs and I apologize for letting them down.
In some cases the client will see that you are serious about them and their health and might have a moment of clarity and change their habits. Even if they don't return, they will respect you for your honsety and professionalism.
0
The client is an adult and she knows what she is supposed to do, but is she ready to do it? Maybe or maybe not. I had a client who worked in the endless stressful Tech field, she worked mad hours, she was on call 24/7 and what suffered was her health, wellness and her personal life. She told me her goal was not to quit having a trainer come to her house. She knew she was not getting the results as quick as she wanted and yes, she did cancel a lot because of last minute meetings at work, sick because of stress, etc. I kept training her, even though sometimes it was like pulling teeth. I even raised my rates during that period of time and she was okay with that.
Now looking at this on the business end of things, which is what we need to look at even more: Is she paying you top dollar either by ETF or on a per month (s) basis? If it is an early morning client and you know she is going out the night before you could possible have a potential client already lined up to take her place (if it is not 5 or 6am). If it is that early, then you are getting paid to sleep and maybe use that time for working out. I had another client for 1.5 years that cancelled 75 to 80% of the time. I also trained his wife and mother who were very diligent with their training routines. I looked at this way, he was paying for all three of them and he knew what he was doing. He ran a successful business so he knew what it would take to get the results he wanted. He also was paying me for all the sessions he cancelled or no showed. That is when I started partially booking clients in his place. I told them upfront that my client may cancel, but I would not be able to let you know until last minute. They were fine with that, especially if I told them the terms. He finally dropped off, but I continued training the wife and mother for the two more years.
I know you want to help this individual with her health & wellness, but you are also in the business to make money. If you can get a new client to replace her and increase your rates by at least 10%-15%, then I would replace her, but make sure that new client pays you up front for at least 1 to 3 months at a time.
Hope that sheds some insight!
Thanks,
Kisar S. Dhillon
www.kisardhillon.com
www.twitter.com/kisardhillon
Now looking at this on the business end of things, which is what we need to look at even more: Is she paying you top dollar either by ETF or on a per month (s) basis? If it is an early morning client and you know she is going out the night before you could possible have a potential client already lined up to take her place (if it is not 5 or 6am). If it is that early, then you are getting paid to sleep and maybe use that time for working out. I had another client for 1.5 years that cancelled 75 to 80% of the time. I also trained his wife and mother who were very diligent with their training routines. I looked at this way, he was paying for all three of them and he knew what he was doing. He ran a successful business so he knew what it would take to get the results he wanted. He also was paying me for all the sessions he cancelled or no showed. That is when I started partially booking clients in his place. I told them upfront that my client may cancel, but I would not be able to let you know until last minute. They were fine with that, especially if I told them the terms. He finally dropped off, but I continued training the wife and mother for the two more years.
I know you want to help this individual with her health & wellness, but you are also in the business to make money. If you can get a new client to replace her and increase your rates by at least 10%-15%, then I would replace her, but make sure that new client pays you up front for at least 1 to 3 months at a time.
Hope that sheds some insight!
Thanks,
Kisar S. Dhillon
www.kisardhillon.com
www.twitter.com/kisardhillon
0
I'm with Joanne on this one. She has encorporated the stages of change and she has mentioned cognitive-based goals. Both are important concepts to understand as a personal trainer. A trainer has to be perceptive enough to know what a client is capable of and how ready the client is for change. If a client isn't ready to change, there is no amount of money or time that can be spent that will change behavior for the better.
Wellness coaching is an excellent idea in this situation.
My thoughts are that you should tell the client that you want to start meeting just once per week. I have the feeling that this client is under a lot of pressure. There are always extenuating circumstances that we are never aware of. How hard are you pushing her? Is she the type of person that can be pushed as hard as you're pushing her or can she be pushed harder?
It sounds to me like she's burnt out. She needs a vacation. She's having to fill her life with too many negative things to fill a void that exists within her. I think that with some wellness coaching, you might be able to help her to see how she is erring in her ways. Make sure her goals are specific, measurable, attainable, realistic and that they have a timeline. (SMART).
A personal trainer can only help a client if the client is willing to be helped. If you honestly feel like you have tried everything in the book and out of the book, then consider refering her in the nicest way possible to a counseling psychologist (use good judgement). I'm not a fan of leaving a client out in the cold either, but sometimes it's needed. Sometimes people just aren't ready to move on, and you shouldn't force yourself into someone else's life.
Bottom line: Try wellness coaching and drop the sessions to once per week for a month while you take on some new clients to get your mind back on track and off of this nightmare. Allow this client to think for a while. If needed, refer the client to a counseling psychologist (be careful about how you go about that). Your mind has to be ready for this type of committment. Some people need the extra help in a clinical setting to get on the right track. There's nothing wrong with that.
I hope you can help this client to get it together! The whole situation sounds like a nightmare. Surround yourself with positive things and positive people for a while, and great things will happen. We can't save everyone. All you can do is give it your best. Don't "kill" yourself in the process. You know what I mean?
Wellness coaching is an excellent idea in this situation.
My thoughts are that you should tell the client that you want to start meeting just once per week. I have the feeling that this client is under a lot of pressure. There are always extenuating circumstances that we are never aware of. How hard are you pushing her? Is she the type of person that can be pushed as hard as you're pushing her or can she be pushed harder?
It sounds to me like she's burnt out. She needs a vacation. She's having to fill her life with too many negative things to fill a void that exists within her. I think that with some wellness coaching, you might be able to help her to see how she is erring in her ways. Make sure her goals are specific, measurable, attainable, realistic and that they have a timeline. (SMART).
A personal trainer can only help a client if the client is willing to be helped. If you honestly feel like you have tried everything in the book and out of the book, then consider refering her in the nicest way possible to a counseling psychologist (use good judgement). I'm not a fan of leaving a client out in the cold either, but sometimes it's needed. Sometimes people just aren't ready to move on, and you shouldn't force yourself into someone else's life.
Bottom line: Try wellness coaching and drop the sessions to once per week for a month while you take on some new clients to get your mind back on track and off of this nightmare. Allow this client to think for a while. If needed, refer the client to a counseling psychologist (be careful about how you go about that). Your mind has to be ready for this type of committment. Some people need the extra help in a clinical setting to get on the right track. There's nothing wrong with that.
I hope you can help this client to get it together! The whole situation sounds like a nightmare. Surround yourself with positive things and positive people for a while, and great things will happen. We can't save everyone. All you can do is give it your best. Don't "kill" yourself in the process. You know what I mean?
0
Toxic people will drain you and leave you with nothing worthwhile. Find a way to be kind, like my schedule has changed and I can no longer train at this time, or whatever. Thank her for the business, and get yourself out the door. Some people are not just contemplative but abusive emotionally to be around. You have to know the difference. If you keep enabling her she will continue this path. The best thing you might do for both of you is sever the relationship. Think of your health.
;-)
Danielle
;-)
Danielle
0
Thank you all for your responses. Joanne and Marlan, wellness coaching may help her, but at this time, as others have stated, I don't think I'm the right match for her. She has stated repeatedly that right now training and living a healthier lifestyle are just not high priorities, although she knows they should be (her words).
I think Susan and Kisar stated it correctly. She's not at a place where she wants to really train yet. She's still "thinking about it". And as a result, I'm not enjoying training her and its starting to effect how I am in our sessions. That's not a good result for either of us. She's not seeing any results and I really don't want her to be a representation of my business since it is not due to my work with her, but her lack of committment and readiness to change. Maybe later on, she'll be ready. But right now, its time to sever our relationship since its not really working for either of us.
And Tami, thank you for your response on the ABC client model. I will keep that in mind.
I think Susan and Kisar stated it correctly. She's not at a place where she wants to really train yet. She's still "thinking about it". And as a result, I'm not enjoying training her and its starting to effect how I am in our sessions. That's not a good result for either of us. She's not seeing any results and I really don't want her to be a representation of my business since it is not due to my work with her, but her lack of committment and readiness to change. Maybe later on, she'll be ready. But right now, its time to sever our relationship since its not really working for either of us.
And Tami, thank you for your response on the ABC client model. I will keep that in mind.
0
I believe that honesty is the best policy while firing a client ! I would explain to them that with their current attitude it would be a very long road to reaching their fitness goals and I would of course give them a chance to change what is needed , then I would refer them to another trainer that may be a better fit for them ...as at the end of the day this is a buisness ,but it also is a job where we care about our clients and always wish the best for them ....
0
I feel that one of the hardest things to do is to let go of a client. However as other people have mentioned and from what I've experienced you as a trainer have to think of yourself and the other clients that you have within your base who are trying to get the most out of what you are giving them. Sometimes being hungry and passionate about what we do can backfire so to speak and we end up doing things and dealing with people who we do not want to deal with. What we as fitness professionals have to realize is that change comes from within a person. How we get them there is just part of the bigger picture. If the switch doesn't go off for that person after so much time then we have to move on. Perhaps a form of inspiration can come from another client's success story of them training with you therefore flipping that switch. One of our jobs, actually a very important part of our job is to make sure we do not burn out. If a non-compliant or non-dedicated client is sucking away your life-force for training then you have to drop that client. It may feel like a loss but the real loss is when one person messes up your passion and drive for the other people who are dedicated and ready for change.
I hope this provides some insight as well.
I hope this provides some insight as well.
0
I just had to do this to make room for more clients and mine even had pre-paid for 12 sessions. I just sent her an email letting her know that I would like to search for a better time of day for her since the _____am time didn't seem to be working for her. I asked her to let me know what times might work better and I would check my schedule to see if they were available. I also let her know I expected her to get value out of our sessions, so a better time of day and perhaps 2x a week might work better for her. Then it's back in her hands and if she chooses a time that I have free we'll give it another go, if not then my time and her money aren't both wasted.
0
Here's a link to the article I wrote about that subject about 2 1/2 years ago: http://www.associatedcontent.com/article/1531273/how_to_fire_your_person....
0
If it is not making you happy to be with this client then let it go. Your conversation with her did not produce lasting results and being honest maybe the best way to go.
You could raise your rates
Tell her that the time is no longer available
or just say it's not working out and
refer her to another trainer.
Clients are relationships and some may not work out.
You could raise your rates
Tell her that the time is no longer available
or just say it's not working out and
refer her to another trainer.
Clients are relationships and some may not work out.
0
Oh man... this is difficult. I had a very difficult client in 2011. I tried to deal with her professionally but that didn't work. I told my manager about her.
I ended up saying "nice to meet you" after her last session. I never asked her to resign. I told her she should try other trainers for variety.
I ended up saying "nice to meet you" after her last session. I never asked her to resign. I told her she should try other trainers for variety.
0
Try giving your client other trainer recommendations. Say that your client schedule is too full and you can't fit her in.
0
For me, I take a review of where the client is in relation to the goals that were set when we began training. In the past the difficult clients I had were difficult at the beginning of our training. It also makes a difference where the client source originated from. If you are at a big box (LA Fitness, etc.) you don't have the option of selecting your clients.
The training sales team just sales, period, so you don't have a general feel for the client, they show, you train. That is where I experienced difficult clients, at that point I have the freedom to not make myself available.
On the other end of the spectrum, when you are canvassing and generating your own client, then it is more personable. At the initial assessment stage you will determine if the client is a good fit for you. Now, if the client becomes difficult over a length of time you have to evaluate if the client became more of a friend or did bad habits on both sides creep into the trainer/client dynamic.
The training sales team just sales, period, so you don't have a general feel for the client, they show, you train. That is where I experienced difficult clients, at that point I have the freedom to not make myself available.
On the other end of the spectrum, when you are canvassing and generating your own client, then it is more personable. At the initial assessment stage you will determine if the client is a good fit for you. Now, if the client becomes difficult over a length of time you have to evaluate if the client became more of a friend or did bad habits on both sides creep into the trainer/client dynamic.
-1
I believe that perhaps the only way you can help her is to let her go. I would simply thank her for trusting me, but let her know that since she is not willing to put in the work, you must let her go. This is a clean break, but may also be what she needs to get the proverbial "Godsmack" that will set her straight. Best of luck.
Scott
Scott
