How and when to talk about your cancellation/rescheduling policy
By: Jim Labadie
It can be one of the hardest things to do. Is there a more uncomfortable feeling than when you have to tell your client you had to charge them for a session they missed?
Well, if you make your policy crystal clear up-front you’ll go a long way towards eliminating any potential problems in the future. Something you need to be aware of is the fact most people don’t regard your time to be as valuable as you do.
And that isn’t because you are a personal trainer. It’s because most people haven’t the slightest clue how valuable their own time is! It is your responsibility as a professional to thoroughly explain the client/trainer relationship.
That includes the value of your time, their time and exactly what your cancellation/rescheduling policy is. So when is the best time to talk about all of this? Immediately after closing your sale and your prospect becomes a client.
Mind you, this does not mean you explain your policy and procedures 5 minutes before they start their first session. No, the best time to handle all the details as to what they can expect from you as their trainer and what you expect from them as your client is before you leave the consultation. Understand your new client is extremely excited about the decision they’ve just made.
They are proud of themselves for having taken the leap and deciding to hire someone to help them do it right. There’s never a better time to openly and honestly explain how valuable your time is and why your cancellation policy exists and how it works.
There’s never a better time to help them understand it is for their benefit as well.
They’ve made a commitment to fitness and nothing short of an act of God, family emergency or illness is a reason for them to no-show for a scheduled appointment. It’s also a great idea to take the time now to explain how your relationship will grow as you work together.
As my friend and fellow trainer Joe Stankowski likes to say, there’s a reason they call it personal training. So right after they have paid you to retain your services is the critical time to discuss the fact that just because you begin to know one another well doesn’t mean you won’t charge them.
Before you leave the subject make sure they have completely understood every word you have said and agree with it.
Don’t just give them a contract to sign that explains they have read the policy and are ok with it. You can even tell your new client you will periodically remind them of the policy as the relationship grows.
Why? Because this is a professional relationship no matter how well you come to know your client. Taking the time to explain yourself fully from the very beginning will save your serious headaches in the future.
For more great tips on what to do AFTER your sale is closed visit: ptsalesbible.com Jim Labadie is a fitness entrepreneur, sales expert and speaker.
To learn more on emotional selling, developing trust with your prospects and when to talk about money sign up for his FREE mini-course on sales for fitness professionals please visit: www.howtogetmoreclients.com