Don’t be Afraid to Fire a Client
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By Sal | October 21, 2009
[caption id="attachment_630" align="alignnone" width="300" caption="Personal training client performing upright row"]
[/caption]It might seem sacrilegious, but there are some clients that just aren’t worth keeping. If a client always cancels, cancels late, constantly complains about their time slot, workout or a litany of other things complainers complain about, or engages in other behaviors that are disruptive to your business, get rid of them. You will be amazed at how liberating the feeling of getting rid of a problem client can be.
I have had to cut the cord on a few occasions and have always had benefited as a result. Whether you sign up a new client, put a better client into the time slot or just rid yourself of a headache, you’ll feel better and will have done the right thing.
I’ve written about how to handle client problems and focused on how to correct a client’s behavior with the hope of getting this person to come around. Firing a client is the final step in this process.
Over the past 20 years I have stopped training clients for a couple of reasons. One client insisted on working out on their own, was constantly getting injured (rotator cuff, knee, back) and blaming the injuries on our training sessions. I found out from another client that this person was exercising at a local open gym and doing things that they shouldn’t have been doing, which explained all the injuries. After cutting our sessions from 3, hour sessions per week to 2, 30-minute sessions per week I finally fired the client.
This client’s spouse still works out with me over 10 years later.
I have also fired a couple of clients who were constantly late canceling. Even though clients are charged for the “LCFCs” (Late Cancel, Full Charge) as per my policy, I gave these primetime training slots to clients who appreciated and respected the appointment. With chronic LCFC-ers (you must have a well articulated cancellation policy) my first step is to move them out of the prime slot. If the client accepts the move, great and if they move on, great. It’s a win-win.
Life is too short to be hassled by a client who doesn’t respect you, and as a result, doesn’t deserve to work with you. Don’t be afraid to fire a problem client.
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2 Responses to “Don’t be Afraid to Fire a Client”
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11:24 am on November 4th, 2009
Thanks Sal!
There’s a client I’ve been wanting to fire for 3 months now. Since I do small group training, I haven’t pulled the trigger.
But all 3 of her workout partners are complaining now (about her attitude) so it’s time to let her go.
3:34 pm on November 4th, 2009
Luke
You are absolutely right…You can’t let one, negative client affect three others. Perhaps suggest she find some other friends to train with who might be more of a fit…Try to be as diplomatic as possible, but don’t let your business suffer!
Thanks for checking in.