What to do when a Personal Training Client Cancels

What to do when a Personal Training Client Cancels One of the hardest things to know how to handle if you are a Queens personal trainer, is what to do when a personal training client cancels. It is always advisable to have a firm policy in place, but don’t expect that to include cancellation charges. Learning how to handle your clients so they won’t stop coming based on the way you handle a cancellation is important. Here are a few things to consider to keep you on track.

Developing a policy and knowing when to break it Before you even sign someone up for your New York personal training business, you need to have a cancellation policy in place so you can let the client know up front. Be very clear about what number to call, or address to text or email a cancellation and what the cancellation time frame will be. Ideally, you want a 48 hour notice – but in real life that rarely happens. You need to decide if there will be a small cancellation fee tacked on to their next session, or if the cancellation may be grounds to terminate the relationship.

What is your relationship to the client?

Your relationship with your client will be the most important determining factor in knowing what to do when a personal training client cancels. If they are a long term client, you can afford to be more accommodating. If they are a new client, you need to be firm right away or you can open the door to their canceling at will. Always call to find out why they cancelled.

What is the reason for cancelling?

If someone cancelled because they are sick or had an emergency, then two rules apply: 1. Sick can be cancelled as late as 12 hours before, but they should know ahead of time.

2. Emergencies happen – but not often If someone cancelled because they forgot, reschedule the appointment and tell them you will send them a reminder email, or call, a day in advance to remind them of their appointment.

Is it rescheduled?

Always call to find out why someone canceled. If they can’t talk when they call in to cancel, call back later in the evening and reschedule the appointment. To grow your Queens personal training business you have to pursue the client to make sure the appointment is made and kept. When a personal training client cancels, find out why and make the next appointment happen.

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