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Ask a health and fitness-related question and receive answers from fitness experts and professionals
Home » IDEA Answers » How to deal with an rather pessimistic client?
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Question asked by Jeremy Mulcahy-Hill 723 days ago

How to deal with an rather pessimistic client?

Personal TrainingBehavior Change

I have had a handful of clients over the past 3 years that I have worked with. I recently started working with a client who's initial conversation compared to the gym facilities that I work at to a "third world country" and essentially stating that he can't see him getting much use out of it. The past weeks there has been a rather nasty cold going through the building and we've been keeping up on the cleaning and sanitizing of the facility equipment and such. He has since come down with a cold that has put him out for a week. Next week we are closed due to building renovations, which I have offered an alternative area to workout at, to which he doesn't like the idea of either. This morning I called to see how he was doing and was told that he called the night before to cancel today's training as he was still not feeling well. He went on to express how many hoops he had to jump through in order to start working with, things like food logs, health history, interviewing, assessments, etc. Went on to say that we are really disorganized and that he could just find another trainer, because he is not impressed. He blames the staff for him having gotten sick which has impacted the time he has lost towards his goals. He stated he's worked with many trainers, 12 years ago, and that things seem to have changed since he last worked out.
How do you deal with someone who comes in with a negative attitude and continues to run you and the establishment that you work for into the ground?

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Answered by Karin Singleton 723 days ago
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2994 Questions Answered, 13 Questions Asked
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Hi Jeremy,

he sounds to me like a person who is not happy until he is unhappy. He made a telling statement when he said that he had worked "with many trainers". From my experience, most clients are very loyal and do not change trainers easily. Those who do often look to find fault with external circumstances to justify why they are not making progress. Your narrative about your interaction with that client confirms that.

I would have a conversation with him where you acknowledge that he is not happy and then offer to assist him with finding a place better suited. This guy is toxic and will only poison the atmosphere.

Karin Singleton
www.KarinSingleton.com
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Answered by Austin Lee 721 days ago
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People don't change their attitude unless they want to change it. Trying to talk him into being more patient will only make him defensive. Of course there are ways to change this situation I'm sure, but you are not a therapist. If it is serious enough I'd say to drop him and pick up someone who actually wants to better themselves instead of make excuses. With 3 years of coaching you should have a decent enough client pool to do so. But, do what your gut tells you. It's usually right.
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Answered by NatalieSmith NAPS 2 B Fit 721 days ago
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Hello Jeremy Mulcahy-Hill,
Embrace the challenge; refuse to fail. I have some ideas that may help you; don't let their energy contaminate your good energy. I see this as a challenge, not as a pessimistic client; a learning experience for all involved. The following may help you:

a weak immune system is the reason for becoming ill;

thank you for your input; we will work on your suggestions;

"how may we help you?" is a sincere question; so, thank you for your ideas;

we have different perspectives as we go through time;

maybe you need something different; we encourage you to find other sources which may be a better fit for you.

Take care,
Natalie aka NAPS 2 B Fit.
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Answered by Nancy Korf 721 days ago
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Was this a client who was assigned to you by your employer, or was it one that you developed? If you were assigned to this person, perhaps another trainer is a better fit and you can hand him off to someone. Or at least offer that as an option.
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Answered by Harris Sophocleous 720 days ago
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I agree with Karin. This person is never going to be happy no matter what you do or offer him, so it's best to let him go. And if you try to give him suggestions of other places he might blame you again if things don't workout for him.
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Answered by Tyrone Williams 719 days ago
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I think by far Karen's answer is the best. However, I do believe that there is an approach for people like this person. I usually challenge them, meaning, they are usually skeptical of everything because of one trainer whose style may not have been the best for this client. Or, the client simple has too much unhealthy habit happening. Eating bad and not following the instructions can not only hinder your progress but it can also make you feel super crappy!! I would start with trying to have the client be accountable for why he or she may feel so bad. What is it that you are not doing that could change the way you feel! At the end of the day, a person can only get better if he or she is willing to put in the work to get better.

Best of luck to you,

Tyrone
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Answered by Sue D'Alonzo 719 days ago
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Personally this man is an energy drain.
Besides that, it sounds as if he is really not ready to change.

I would end the relationship and focus on clients who WANT to train with you.
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Answered by Christine Hales 718 days ago
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Hi Jeremy,

It sounds like the little issues he is complaining about are really a symptom of a bigger problem he may have going on in his life. If you have done all you can with regard to active listening, showing some empathy, and offering valid solutions and service to him--then it may be time to let him go. The negative energy is just not worth it--this will drain you and you will dread working with him.

You have validated his concerns and offered solutions with follow up. In my opinion, one client like this creates a negative energy that you are better off without.

Best to you,
Christine
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Answered by Nancy Korf 709 days ago
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Have you handled this particular client issue? How?
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