A conversation that tends to always repeat when we speak with personal trainers is customer cancellations, I’m always asked, “How do I overcome this?” It’s a clear problem for a lot of PTs but a problem that has a very easy and simple solution.
When you are first sitting down with a client after going through the Pre-Exercise Screening System, you should provide them with the terms and conditions governing the basis upon which you provide your services.
Some key terms you should consider including are:
You can draw up your own conditions, but it is always wise to have them checked by a lawyer to ensure that all-important legal points are covered.
By providing your clients with a copy of your personal training service agreement, going through it with them and getting them to understand the reasons why it is in place, you are setting yourself up for success and addressing the issues before they arise.
Another suggestion is to look at setting your clients up for direct credit/debit card deductions, using services like Keepon provides such as recurring payments. Utilising a service like this will ensure you create stickiness with clients, make it easier to manage your money and to collect it from a customer when required.
This is not to say people won’t still cancel but it will be easier to address any questions as to why you are charging them if they cancel.
The client must remember that you are providing a professional service and that there is an opportunity cost associated with your time.
If the client does not respect the services you provide and your time, they are simply not worth having as a client.
*Please note the information provided on this website is general only in its nature and you should not consider it as legal advice. For legal advice please see a lawyer.