Ariadne mentioned something in her final paragraph about documentation that I’d like to comment about because it’s a very good idea.
If feedback is really minor (“Your music was too loud today”), I’ll discuss it with the member right after class and come to a resolution.
If the feedback is moderately bad (“Your music is always too loud and I hate that Pitbull song!”) I’ll discuss it with the member right after class, AND I’ll give my coordinator a verbal heads-up on the relevant portion of the feedback. “Hey, boss. I just wanted to let you know Member X told me that my music is always too loud. Can you pop in some time while I’m teaching and see if it’s at a safe and approved volume? This is the first time she’s complained, but since she said “always,” I thought it would be good to check.”
If the feedback is more than moderately bad (“Your music is so loud that my right eardrum is bleeding and I’ll be sending you my medical bills!”), I would document in writing immediately and discuss with management. That particular comment hasn’t happened to me, but the point is, I want my version of the feedback and its context to be documented while it’s fresh.
Any time that I have to have an important discussion with a group exercise member, my coordinator either knows about it beforehand (if it’s something I know ahead of time will need to be addressed) or immediately after.
Hi Deidre. I’m a little confused by your question. Are you saying that the client has approached you with their ‘complaint’ or has mentioned this to someone else? If it’s a clash of ‘personalities’ then there isn’t much that you can do other than refer the client to another trainer. Because of the very personal nature of our work, if the client’s and trainer’s personalities don’t mesh, then the relationship is not going to work long-term.
I’m in agreement with the room. If it’s a select few complaining about you, then I wouldn’t worry about it – you’re not going to please everybody. But if it’s a common complaint about you, then you need to take stock in yourself & change things up. Good luck Deidre, you’ll figure it out!