How to make my client feel good in the gym?

Hello Lily Chen,
It sounds like you need to do some digging. I would have a private consultation with them to find out the reason. This private conversation should take place in a location chosen by the client and approved by both of you; most likely not at the gym. I bet the two of you will learn from each other and become closer.
Thank you,
Natalie aka NAPS 2 B Fit.