Although it may not be easy to hear, personal training is, and always will be, a customer service career. No, you aren’t helping clients look for items in a store. You’re doing much more. You are the link between their current state of dissatisfaction with their health and the fitness goals they want to achieve. You can be the most knowledgeable personal trainer in the business but if you’re lacking in people skills then you’re missing a crucial element to ensuring that clients will be able to attain success. Let’s break down the link between customer satisfaction and client accomplishments.
TRAINING TAKES TIME
You know this. Your fellow trainers understand this. Clients will often ignore this. The majority of clients enter into a contract with a trainer expecting miracles. Clients will forget that success comes from their own hard work as much as it does a trainer.
YOU ARE THE ROCK
It may sound cliché but the trainer really is the emotional and physical rock of the client. Before clients hire a trainer, they have to admit to themselves that there is something wrong in their lives. They have to be up front about how they feel with themselves and their current health status. This isn’t the easiest thing to do and it often places clients into a very fragile and sensitive state. There are plenty of personal training stories about how clients have broken down during the initial physical assessment. With that said, that places a large amount of responsibility in your lap. This is where customer service will come into play.
YOU NEED TO BE AS DEDICATED AS YOUR CLIENT
Aside from being dedicated to the concrete side of the profession such as performing assessments, and creating training programs, you need to be dedicated to yourself, your passions, and your client. You need to be the reason that your client keeps coming back for more sessions. Every trainer will experience that bad string of weeks where clients stop seeing results on the scale and in how their clothes fit. When you run into this problem, are you confident your client will stick around? If not, then you need to work on your customer service skills. How do you do this?
BEST WAYS TO IMPROVE YOUR CUSTOMER SERVICE SKILLS
Go the extra mile:
Open Door Policy:
Create a Client Satisfaction Survey:
Exercise and diet are only a fraction of the equation when it comes to client success. When you meet the needs of clients by adding value through positive interaction and great customer service, you are essentially making an investment in a long-term client.
I talk about this blog in depth a lot in my book, if you want to learn more click the button below.
Tristan Hill, Masters of Sports Coaching, author of Lifting the Bar and mentor to Personal Trainers.