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7 Steps to Decreasing Cancellations


Boost your bank balance by tweaking your cancellation policy BY JODI RUMACK


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workouts per week. If they have to miss one (with 24-hour notice, of course), clarify that they must make up the session before the following Monday. Ensure you get their commitment!


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schedule change you have space in your calendar for them. (I used Sundays from 9:00am–noon when I was training, and it worked like a charm.)


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Book their sessions four to six weeks in ad- vance. Pre-booking sessions is more pro-


fessional than booking day-by-day. Booking ahead also lets you plan and organize for any of their upcoming vacations.


Set aside a day where you do only make up sessions. This way, when there is a


s personal trainers, we all deal with cancella- tions. We’ve heard everything from “too tired,” “too sick,” “can’t find a babysitter,” “stuck in a meeting,” and more.


Clients are real people with busy and complicated


lives, and we get that. But cancellations result in sev- eral negative outcomes: clients are less likely to achieve their goals, which negatively affects their satisfaction with our services; we miss the income from the missed appointments; and we suffer financially from later re- newal dates, a result of their sessions becoming more spread out over time. While we can’t completely eradicate cancellations, here are seven steps to help decrease their frequency:


Set clear expectations when clients sign up that they will see you for a specified number of


32 Fitness Business Canada November/December 2015


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