It Worked for Me! I


had one client who treated her per- sonal training sessions like therapy. Her daughter was schizophrenic, her


husband was an alcoholic, and she was a sculptor whose work focused on suicide! During our workouts she wanted my opin- ion on all of these areas of her life. Being seriously under qualified to offer advice, I would give her some positive reinforce- ment about the way she was handling things. Then I would quickly give a verbal cue or count reps to help her re-focus. She was obviously very stressed. I realized that keeping her focused on her workout, instead of her troubles, was probably the best and only way I could help her.


Martha Johnston kinesiologist & personal trainer London, Ont.


too fat. I gently told her that it was okay and that I’d seen others struggle with the same exercise. I explained that her body wasn’t used to working in this way and that with time it would be able to. Then I gave her a modified exercise. Aſter suc- cessfully completing it, we celebrated the accomplishment with a high-five and a smile. I’ve always felt it’s best to address these situations with com- passion, acknowledgement and then encouragement.


I


Jon Campbell personal trainer, Fitness on the Go Calgary www.fitnessonthego.com


during massages. I said something like this to her: “Jane, I want to give you some feedback I’ve received. A couple of your clients told me they’re finding that their massages aren’t as relaxing as they’d like because there is so much conversation. They think you’re an excellent thera- pist, but they feel awkward mentioning that they like talking only before and af- ter their massages. Maybe you can take your cues from the client. If they’re quiet during massages, they probably prefer not to converse. If you let them take the


W


e had a very popular RMT, but her business started dwindling when she became overly chatty


once had an overweight client who was unable to complete a bench step- up and began to cry saying she was


lead when it comes to talking, they’ll be talking as much or as little as they’d like. Jane, you’re one of our top therapists, and I know that this small adjustment will keep your clients happy and coming back.”


Alanna Turco partner, eMbody Fitness Toronto www.embodyfitnessclubs.com


pop into my office aſter your workout… I’ve noticed on a few occasions that you’ve brought guests without register- ing them at the front desk. I’m not sure if you’re aware of it, but we have a guest reg- istration and waiver they need to complete, and there’s a $20 guest fee.” I paused to give him a chance to speak. He was embar- rassed and gave a weak excuse. I ended by saying, “I’m glad we had a chance to clear this up. We like to treat all our members equally. You’re a paying member, and all of our guests need to pay too.”


H


Paula Comfort partner, 360impact Group Toronto www.360impactgroup.com


the time he came to class, the combina- tion of sweat and exhaust fumes was just too much. Instead of making the conver- sation too personal and all about him, I explained that when people work out they’re more sensitive to odours, good and bad, and that at the club we really appreciated people paying attention to how they smell. I thanked him for being open to my feedback. The next time I saw him, I acknowledged his effort made to smell fresh and clean. If we don't make a big deal out of these situations, and if we speak with confidence and are caring, I find that people respond favourably to constructive feedback.


I


Donna Hutchinson owner, Academy of Personal Trainers Vancouver www.edgefit.ca


once had a participant who rode his motorcycle to the club from work and then exercised in the same clothes. By


ere’s what I said to a member who was sneaking guests into our club: “Tom, I was wondering if you could


M


embers told me that they had to leave when a particular mem- ber with body odour entered the


weight room. I didn't want to embarrass him or make him so uncomfortable that he didn't return, so I made sure the con- versation was just between the two of us when he was on his way out. I mentioned some of the new fabrics in men’s workout gear traps body odour and that clothes with this fabric need to be washed af- ter every use and not be stored damp in lockers or gym bags. That led him to ask- ing me if he had body odour, and I had to say yes. This conversation led to us chatting in the future about exercises, nutrition and injuries (with him smelling fresh!). I was honest and told the truth in a kind way. If you smelled, wouldn't you want someone to tell you?


Teri-Lynn Rootham personal trainer Surrey, B.C.


I


once had a client call to tell me that there were people in her diabetes ex- ercise class who weren’t trying hard


enough! She had spoken to them herself and also wanted me to speak to them. I told her that some people had condi- tions that prevented them from every- thing. I firmly asked her to not tell other participants what to do and reminded her that the instructor was in charge. of the class and that the participants had been instructed to go at their own pace. The good thing about strong-minded individuals is that when they put their mind to something they do it. But they aren’t always sensitive to the challenges of others. I think it’s important to answer their concerns, but if they’re not open to your explanation then you have to set boundaries.


Michelle Gobeil registered kinesiologist, Mississauga Hospital Mississauga, Ont.


Barb Gormley is the senior editor of Fitness Business Canada, a freelance writer and editor, and a certified personal trainer. Contact her at www.barbgormley.com.


May/June 2013 Fitness Business Canada 35


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