» Managing Clients Track Your Success
List of all of your clients in a column. In a second column, note the num- ber of sessions the client should be attending that month. In a third col- umn, track how many sessions they actually attended in the month. Do this every month, track any patterns that concern you and work to de- crease cancellations over time. As cancellations decrease, you will see quicker results for your clients and more money in your bank account.
versus email or text, that they aren’t com- ing. If they’re cancelling because they’re sore, tired or don’t feel well, you may be able to con- vince them to come in. By phone, you can also more quickly re-schedule a missed appointment. When clients cancel by email and you have an online scheduling system, send them a link so they can re-schedule the session ASAP.
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If clients cancel by email or text, require them to send you day and time availabilities. If, for example, they know you do make
up sessions on Sunday mornings, this should make rescheduling fairly straightforward.
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Follow through on your cancellation policy! It is standard to require 24 hours notice. If they don't provide it, charge
them and notify them that you have done so. Clarify that you want them to achieve their goals and that missing sessions won’t help them do this.
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Frequent cancellations usually signal some kind of issue. It could be a personal issue with the
client, but it could also be about the train- ing you’re providing. Instead of taking it personally, set aside time to talk to your client and to address any concerns to get them get back on track. FBC
Jodi Rumack is the president and CEO of Personal Training Mentors. Contact her at
www.ptmentors. com or 647-981-5402.
Request that they cancel by phone. It is harder for people to tell you by phone,
November/December 2015 Fitness Business Canada 33
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