So I’ll try to keep this clear as beat I can
How would you handle the situation described below?
Long term client A refers you another client (b)
Client b forgets your name to the person with whom they are greeted at your training facility
Client b offers the name of client a as a referrence in hopes of find the recommended trainer(you)
Greeter does not persue clarification but instead signs client b up with their training services.
You mention to greeter that you had been expecting client b to be stopping by and ask if they had seen any people looking for you. ? Client b’s name is offered to greeter incase they do come in … Greeter admits they are training client b but was a “mistake”.
Greeter promises their next new client to you as a apology
Greeter then receives a referred client (c) from b and their is no offer to hand them off to you. Or any client for that matter.
Both client b and c train 3x per week
What if any action would you take?
I am truly sorry to hear about this experience Personally, I know I would be very disappointed.
It appears that you are a person who values honesty and professionalism and that you don’t approach matters in a cutthroat manner. If that is the case you should feel good because you have risen above unethical, unprofessional behavior.
If I might share two “proverbs” for lack of a better expression that my Dad shared with me growing up and one that I heard on the Oprah Winfrey show many years ago. Oprah was interviewing Maya Angelou.
Maya Angelou was sharing with her her life and what she has learned when people do unkind things to her. She used this proverb:
“When people show you who they are, BELIEVE THEM.”
Your colleague demonstrated what she is made of without batting a lash. I am sure you have heard the expression, “forewarned is forearmed”, “fool me once, shame on you, fool me twice, shame on me.”
My Dad would also say “the higher the monkey climbs, the more it exposes.” In due time, she will expose herself.
In life, Aminanda, sometimes it is the best course of action to give people enough rope to hang themselves. You can’t control your colleagues behavior. You can only control yours.
The other encouraging thing my Dad would say, “Be your best you.” Aminanda, you can’t go wrong with that. Preserve your good name and your professional reputation. They have more value than all the clients you can ever acquire.
Personally, I think you came out the winner. Hold your head high, rise above it and continue to inspire the world to fitness.
I wish you all the success you dream.
Hello Aminanda, I have had a similiar situation happen to me and I walked up to that client (b) and introduced myself! I stated that we are glad to have you on board with us and that you are in good hands! Now this person knows who you are. And I make it a point to greet that person every time I see them and occasionally ask them how their training is going.
Take the higher road…”you get more bees with honey”
I am very fortunate to have the clientel I have and 90% of my clients are referrals. If you ever get to the point that you cannot take on another person…give that person to the greeter.
I have worked in sales in the past and boy does your situation sound familiar. When a client who you have never seen before walks in, you have no way of knowing this client was referred to you if the other trainer chooses to “up” them, but not inform you of the referral. An idea that worked for me is to provide your client who is making the referral an incentive. Here are some ideas: For every client referred who signs up for a “program,” earn one free training session. Give them a Starbucks $10 gift card, a $10 gift card from Target, or another facility close to your studio. Provide them with business cards with your name, etc. Tell them to tell their friend to bring the business card and they will receive a free body comp or something. But they must bring the card or ask for you by name to receive the incentive.
Quite frankly I’m surprised that over time, Client B didn’t mention to Client A (the original client who referred B to you) that Client B is now training with “trainer X” and that at some point they didn’t figure-out that Client B’s new trainer is NOT you. Hmm, this doesn’t sound like a very good environment for building a client base since referrals are not being honored. I’m very sorry that this happened to you. This sounds like a case of someone (the other trainer) being “penny-wise and pound foolish” because taking this one client from you paints them in a very bad light to you and perhaps others at the gym (e.g. other trainers, potential clients etc.).
If you are still working at this particular gym, I wish you much luck!