A client was upset about a few facility related items (no clean towels, headphone issue on cardio equip., etc.) and had spoken to the manager a few times, without my knowledge. During a session 1 day, the client got very upset with a raised voice and threats to find a new gym. I used active listening, repeating the frustrations back to the client and also expressed that I would also be upset if I was them. After listening calmly for a while, the client went from saying this would be their last session with me to buying another package of 10 sessions and sticking around. That was 6 months ago. All of that active listening practice paid off. I was not expecting that situation and had no idea how unhappy the person was. Boy did they get angry!!! I was proud of myself for remaining calm and seeing the 180 from anger to satisfied and paying for another package was incredible!
I hope this is what you were asking!
I have a client who has been with me for 4 years and she has her ups and downs each morning I see her. Some days, I just know it’s not good because she will be in tears from stress or whatever but usually once she warms up and gets going, she has a fantastic workout and feels so amazing afterward. The benefits last her all day so I think that’s why she keeps coming back for more.
I had a client who broke down because she was overwhelmed due to her husband being deplyed for the last 8 months and still had 4 to go. I adjusted the workout to allow her to make successfull lifts and increases her sense of well being and self efficacy. At the end of the session she thanked me and said that she felt completely recharged.
Sometimes clients just want to vent or have a trusted person listen to them. I don’t find this offensive…actually, I take it as a compliment that they trust me enough to tell me what has them upset.
I listen to them and tell them: “lets take out some of those frustrations on the weights”.
I push them a little harder than normal in their routine..wear them out…keep them moving with extra reps. I tell them: “one more”, “you got another one in there”, “come on…get pissed at it…move it”.
I keep their heart rate up with super sets or giant sets and cross training…it gives them less of an opportunity to actually hold a conversation.
I follow up with them post workout to give me feedback how their session went.
9 times out of 10 the response I get is: “that was a great workout”, “you really kicked my butt!”, and “I feel great!”.
Almost everyday. Some clients just don’t feel it, but they show up. It is countless how many times a client has said to me I feel better leaving then when I came in. On the same note, there are times I am working to get through the day and a client, without knowing has me turn a 180 as well, it is reciprocal 😉