How to Handle Client Problems
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By Sal | December 16, 2008
If you are a sole proprietor, you shouldn’t handle client problems any differently than if you own and operate a facility with a training staff and the problem is with another personal trainer’s client. I don’t abide by the axiom that, “the customer is always right,” and don’t feel that anyone should be obliged to take grief from a client. And when the client is right, this doesn’t mean they can run roughshod over you.
If you’re a personal trainer you’re a sales professional and deserve to be treated with respect regardless of the problem a client has. In my experience people who get in your face and turn up the intensity many times do so as a test to see how you will respond, and in turn, how much the person can get away with. I’ve worked in Manhattan and my business is in a town that is a wealthy suburb of the Big Apple, and the people around here are used to getting their way. And some people like to test “the help.”
The bottom line is that when you charge $85 to $115 or more an hour for exclusive service you are going to get a fair share of “intense” people. Some people employ the “teaspoon of honey” approach, while others rely on vinegar, bullying and nastiness as their modus operandi. Regardless of which kind of approach the problem client utilizes, you need to counter their intensity with your own brand of intensity, and use a firm and authoritative tone.
You must let the client know that you will not let them abuse you and certainly will not accept being yelled at. Clients will not respect you if you let them scream at you, and a reasonable person usually will bring it down a notch if you exhibit a firm and professional tone in response to a tirade.
Over the past 20 years, I’ve encountered all kinds of problems and have come to understand that the way to minimize this kind of nonsense is to be firm and fair; your clients will get the message. I’ve had people want to control the television, thermostat, music, training staff, appointment schedule of other clients (!) and temperature of the drinking water (double!!), among other things. Plus I’ve experienced the typical administrative issues that are inevitable when dealing with scheduling, billing, payments and other business related functions.
When it comes to things that I chalk up as nonsense - like how cold the drinking water is or turning on the air conditioning when it’s 55 degrees outside - you can’t be firm enough. Never take a step back, and make it abundantly clear that no client is going to intimidate you to the detriment of your clients and against your better judgment. I’ve welcomed these busybody types to take their business elsewhere and see if other gym owners would let them determine when the air conditioning goes on, what channel is on the television or what music is playing.
Calling a loudmouth’s bluff is always the move to make, because once this confrontation occurs and the client backs off - which they will - the problem goes away. Oddly enough, in many of these cases the unreasonable client becomes the ideal client. Seriously, I’ve yet to lose a client because I haven’t changed the television channel.
You can be firm, professional and authoritative even when you have made a mistake, but you have to own up to the mistake. For instance, I’ve had people get in my face because their account log - the amount of sessions they used - was off by a session or two. When you consider the hundreds of sessions we train every month, spanning across the schedules of six trainers, an occasional mistake is going to be made. And when I determine that we made the mistake, I own up to it and apologize for any inconvenience. If a client stays on you because of a routine, understandable mistake, even after you strike a conciliatory tone - especially if in earshot of others - tell the client the conversation is over until they decide to treat you with respect.
Acting in a firm, professional manner in the face of a dust up with a problem client will establish credibility with all of your clients and staff, and will prevent problems from occurring down the road. Being prepared to handle problems will make the situation less stressful and give you a much better chance at resolving the problem in a way that is best for all parties. In the long run this is good for business.
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Topics: Administration, Personal Trainer Coaching | 2 Comments »
2 Responses to “How to Handle Client Problems”
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8:26 am on August 11th, 2009
Thank you for this post. I have just “fired” a client because she was verbally abusive. I instinctively used your suggested method and it worked. I feel validated by your words and relieved to know that this type of client exists everywhere and not just in my community. I don’t think that this topic is approached often enough. You are absolutely correct, a client that can afford our services can be “intense” and “entitled.”
1:03 pm on August 11th, 2009
Thanks Jill…After something like this happens I always feel better – whether the client goes or stays – because I really think that this is the right way to handle situations. I’ve also come to grips with the reality that not everyone is going to love me and sometimes it’s best for both parties to move on!