Tell me a time where you had a client that was upset, but during a session your client went a full 180? (good way)
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!