Does anyone send out a new client orientation email / letter or have a blog or website entry that you send them to read before joining your class? I teach a small group personal training class that is not run in sessions. Anyone may join at any time. To better onboard my new attendees, I’m crafting a “for new clients” letter so that they know what to expect before jumping feet first into the pool.
Of course, the easiest thing would be to have a client do one on one training with me before folding into small-group, or to have small-group orientation sessions periodically and require that new members take the orientation before joining the class. Not everyone can afford me one on one, and I’ve run into trouble with orientation sessions because I can’t schedule them when I’m teaching, and some of my clients can only come when I’m teaching – ARGH! Hence the letter.
If you have a sample email or letter you’re willing to share, please do. I’ve already started writing my own and will not copy yours verbatim. I’m just hoping to see a few others’ to ensure I haven’t missed anything important.
I used to~don’t anymore. Save paper for holidays and birthdays. People get inundated with emails and paper. IMO, don’t read much. I prefer a more personal approach. A good solution to the quandary from my perspective and experience is to meet with them one on one prior to the first class if possible for a brief orientation to:
a. the class and equipment used b. their experience c. health history d. get to know them (so they don’t feel uncomfortable the first time) e. it helps with retention f. saves time the first class g. payment options.
This makes a person feel welcomed during a class experience much more than a letter. Helps integration and flow for all when new people join classes already in progress.I understand the problem with being very busy/making time for this but make it happen. Retention will be FAR better! It shows sincerity.
In addition: a follow up call if possible a day or 2 after the first class always helps too.
Thank you for your ideas, Kimberly. You bring up a very good point, which is the difference between selling and on-boarding. An introduction and the sales discussion should be done in person. On-boarding is to help an existing or highly likely client to integrate quickly and successfully into the club / experience.
I’m writing an email or blog post for on-boarding. By the time someone receives this communication, we’ve already met in person and I’ve either made the sale or offered one free class.
My goal with such an email of blog post is to successfully fold an already-paid or highly-interested client into an on-going class, so it’s more about safety, common cues, posture, how the class operates, etc.
I would suggest that anyone new needs to contact you prior to attending your class. This way you can at least get an idea of their fitness level. After the first class I would send them a list of your “suggestions” for success.
If it’s a real problem you may need to rethink things and not allow new people in until/unless they come to orientation.
Hello Nancy Korf,
You mention a good idea.
Some of my new clients learn as they go; I am sure to keep them in their comfort zone. I do a consultation first; and/or have them sign the waiver, release and quick health history before the first group session. I have done sample classes where the waiver and release have worked well; being sure to keep a close eye on everyone with regressions and progressions demonstrated. I do not offer the high intensity option and remind them that there is more to do, to keep everyone in check. You could also explain your services in your website description so they know what to expect for those who don’t have full screen access on mobile devices.
I hope this helps you.
Natalie aka NAPS 2 B Fit.
I don’t send out any letters. I do communicate with an email and give them some extra information about the classes they are interested at. I also like to meet with new clients before they take any of my classes. This way I get a better feeling about them and their fitness level. Some don’t even care for a meeting and they just join the classes.