New Client Process
In Episode 3 we covered a simple strategy for generating leads from the gym floor. In Episode 5 we looked at the next step of a ‘Client Journey’ and outlined a 3-step consultation process that will help you sign up more of the leads you generate.
In this episode, we complete that process.
Generating leads and signing up clients is one thing. Setting those clients up in a way in which they will stick around for a long time is something entirely different.
So how do you set new clients up for success?
As with the other two episodes/guides, I’ve broken it down in to 3 simple steps for you…
The relationship between a PT and a Client is pivotal in the success of…
A) The Client’s results
B) The longevity of the relationship
It is also something that many can find hard to establish early on, which is why I always work extra hard to build a good relationship with a client very early on.
Some simple ways in which you can do that are…
– Be one step ahead of your client – make them aware of things to expect before they happen.
– Be ultra consistent – this lets them know that they can count on you and that you are serious about helping them.
– Make them comfortable – be as approachable as possible, ask good questions, show them you care – all these things will put a new client at ease.
– Reinforce asking for help – make sure your client knows that it is okay to ask for help and that you expect them to be asking lots of questions. There’s nothing worse than a situation where a client feel stupid for asking ‘silly’ questions and feels like they are asking too much of you. Quite often, its the other way around and it is Us who are asking too much of our client!
*This last point is something I cover in great detail in the episode.
Using the 3 key elements of; Assessment, Feedback & Exploration in order to build a clients journey and include them in the process.
This reinforces the idea that the plan/journey you are building for a client is ‘Their Journey’ and not something you hand to everyone. It also get them bought in to the process by involving them in some of decision that are made around how best to approach their goals.
Let’s take a quick look at each of the 3 key elements mentioned above…
Assessments – simply put, things you do (and can repeat) to give you an idea of where your client is currently at and whether or not they have improved over time. This may include: weight, circumference measurements, body fat testing, postural assessment, movement analysis, sleep assessment, nutrition assent, lifestyle assessment, and any other tool that helps you ‘assess’ where your client is at.
Feedback – this is where you provide your client with the relevant bits of feedback they need to know and understand. Each client may want a different level of detail regarding their assessment feedback, so this is something for you to judge yourself and ensure you know the feedback in enough detail that you could answer further questions if they are asked by a client.
Exploration – this is a conversation between yourself and your client in which you discuss the various options available to them and how they think they might want to start their journey towards their goal. You are there to act as a sounding board, offer ideas and give various options, but ultimately, it should be your client that makes the ‘final’ decision around certain approaches e.g. how strict they want their nutrition to be.
Some areas may not require your client’s input at all. Similarly, some clients may want you to make most of the decisions for them and then it’s up to you to ask for the feedback as you go along.
Believe it or not, most people don’t find ‘Health & Fitness’ an easy pursuit to follow.
Yeah, I know you already knew that. I thought I’d just throw in some light sarcasm to keep you engaged now that you’ve read this far.
This part of the process is very important – they all are in fairness, it’s just that this one relates directly to another topic altogether. In Episode 15 with Tom Bainbridge, we discussed a topic called ‘Learned Self Helplessness’ – something you need to be very aware of as a Personal Trainer or Coach.
In short, it is the idea that many people have ‘learned’ that they cannot do what is required to achieve their goals.
Our job is to try and reverse that by making them aware that they CAN achieve their goals. We do this by introducing a series of mini-wins.
So what is a mini-win?
From something as small as acknowledging they have completed their first ever gym session, to something a little larger – like losing their first 2lbs in weight. Anything you can do to reinforce small positive action/change will go along way to undoing the learned self helplessness you client may have developed throughout their life.
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