Answers (11)
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People in Italy are not so hung up about session cancellations or payments. They just want a bit of flexibility due to the bureaucratic way of life here. A trainer must totally sympathize with the client and accept a “no-show” with an open heart. (Mediterranean people are very emotional and only react well if you use emotions rather than intellect.) If you want to succeed here, you must accept that people will not show up at times. This does not mean that you do not tell them that you lost money because they missed a session. You tell them and they realize that they made a mistake; however, it's always better to show that you respect their need for flexibility. If they continually don't show up, then I charge them. If one of the partners cancels ahead of time, I give the other client the option of training with me at the individual training rate. Usually the client is happy to pay extra for a one-to-one session. Then I usually give the client who didn't show up an individual session to catch up on the things we covered. To ensure I'm not working too many hours for these make-up sessions, at times I group individuals together. They pay their usual rates but train in a group. I tell them there have been a lot of can- cellations or problems with clients who are stuck in traffic, so I need to do a group session to save time. They fully accept this arrangement. This may seem hard for Americans to believe, but Italians are different with regard to service expectations. They go with the flow. If clients in the group are normally trained one-to-one, I give them a free t-shirt to say thank you or offer them a coffee, which is accepted here in Italy as a friendly thing to do.
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I offer one-to-one, partner and small group training (up to four people maximum) in my home studio. Group clients buy a six-week session block for which I have a no-cancellation policy. Group clients pay for the block of lessons, even for those they miss. Partners and individual clients buy 10-session pack- ages, which cost a lot less than the pay- as-you-go rate. Since clients receive such a substantial savings, this block of sessions also carries a no-cancellation policy. For example, when a client buys the 10-session package ($280.00 Canadian for one-to-one) she saves $10 per session compared to the $38 pay-as-you-go sessions. Therefore, even if she misses a few sessions within that 10-session block, she is still saving money compared to the pay-as-you-go rate. Also, when clients miss sessions they can try to schedule a make-up session. I have set up a make-up, sign-up system in which clients list the dates and times they know they are going to miss due to vacations or other commitments. Other clients who have missed previous sessions can sign up for these sessions on a first-come, first-served basis. Clients know that make-up sessions are not guaranteed, but find this sign-up system works very well. This system appears complicated, but it works very efficiently. My policy for tardiness is also the same for all of my clients: The session starts and ends on the scheduled time. Therefore, if a client is late, I modify the workout to be shorter. These policies have kept cancellations as well as tardiness to a minimum, so clients receive the full benefits of their programs.
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We have a similar policy in effect for partner training as we do for one-to-one training. If both clients do not cancel or reschedule the session within at least a 24-hour time frame, both people are charged for that session. If only one of them wants to cancel but doesn't provide the proper notice, we will keep the appointment with the other client. The client who cancels but doesn't provide the notice still gets charged even though he or she is not there for the session. If a client wants to cancel and gives enough notice, then we give the other client the option of training with us during the usual session time at our one-to-one rate.
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With the rising cost of personal training, we find a growing market for partner or small group training in our helps members more facilities. This readily afford professional training services and also raises the trainer's earning potential per hour. Our trainers receive the same commission as they would for an individual session but now can charge time and a half for that scheduled hour. However, prior to beginning the service, trainers must clearly communicate to clients the policy for late cancellations or rescheduling for illness. With two clients there is twice the opportunity for these problems to occur. We handle this issue similar to any other personal training agreement between our trainers and members. First, clients must read, understand and sign a contract that states the policy on these issues prior to beginning training. The scheduled hour will be charged equally to each person (or as the contract states) for any cancellations for any reason, unless the trainer is given at least 24-hours notice. We always charge both parties the amount agreed on in the contract whether only one or neither person shows up for a scheduled appointment. Any complimentary make-up sessions for emergency situations are at the trainer's discretion, with approval from the personal training director or a delegated staff person. Setting the proper expectations prior to providing any service is always the best way to avoid misunderstandings and disappointment.
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At the signing of a partner training agreement and sent in their email reminder when they book their sessions, partners agree that if one cancels without 24 hour cancellation notice, both are charged for the partner training session.
However, to avoid this, many of our partner training clients also purchase private training sessions so that when and if this does come up they can train and the two don't have any personal conflict between them.
In that case, we then will change the booking from a partner to a private for them.
However, to avoid this, many of our partner training clients also purchase private training sessions so that when and if this does come up they can train and the two don't have any personal conflict between them.
In that case, we then will change the booking from a partner to a private for them.
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When we do partner training the cleints get a reduced rate because they are training in tandem. If one cancels and one shows, they both get charged. The only time they don't get charged is if they both cancel more than 24 hours in advance. I do not let one person schedule for both though unless I know that is their arrangement (ie husband and wife).
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I address this situation in my Agreement with my clients. I say that in such a case, the client who still wants to train has the option of taking that session as an individual session and paying the difference of an individual versus partner session. Since the two partners are aware of this policy upfront, they can (and should have) already agreed on what they will do between themselves in such an instance - how they handle this between themselves is up to them.
LaRue Cook, CSCS
www.lecfitness.com
lecfitness@yahoo.com
LaRue Cook, CSCS
www.lecfitness.com
lecfitness@yahoo.com
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If one cancels but the other shows up with intent to work then I charge the session as normal. The sessions were purchased at a discount to ease the financial burden placed on the group so that became the price of the session and not split into a price per person. I do this for groups of four as well as twosomes. Its all in the contract before this issue ever arises to limit any hard feelings.
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The session goes on and the person who shows up gets a great one on one workout for the same price as if both showed up. You are being payed for your time, it doesn't matter who shows up or not.
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I have a very firm 24 cancellation policy.
If one cancels less than 24 hours, then that person has to pay for their session.
If one cancels more than 24 hours, then that person does NOT pay for the session. However, I would text my client who is suppose to show up and give her the option to pay for a single session.
My clients understand this policy.
If one cancels less than 24 hours, then that person has to pay for their session.
If one cancels more than 24 hours, then that person does NOT pay for the session. However, I would text my client who is suppose to show up and give her the option to pay for a single session.
My clients understand this policy.
