How do I deal with clients who keep canceling on me last minute?

1
How do I deal with clients who keep canceling on
me last minute?
Life would be much easier if everyone respected
everyone elses time, right?
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2
How do I deal with clients who keep canceling on
me last minute?
BUT occasionally there is that one PT client who
notoriously cancels and reschedules and cancels
and reschedules again and again.
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3
How do I deal with clients who keep canceling on
me last minute?
Your time is valuable so make sure clients know
this set your boundaries from the start!
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4
How do I deal with clients who keep canceling on
me last minute?
Here are some practices to follow to make PT
cancellations the exception, not the norm
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5
How do I deal with clients who keep canceling on
me last minute?
1. Enforce a cancellation policy A 24-hour
cancellation notice is the standard at my fitness
center and we have clients sign a sheet stating
that they understand this.
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6
How do I deal with clients who keep canceling on
me last minute?
Am I flexible with this policy?  Of course.  If a
client has a family emergency or comes down with
the flu that day of our session, thats one
thing but take notice if you start to see a
pattern emerge with certain clients and
re-clarify your policy with them.
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7
How do I deal with clients who keep canceling on
me last minute?
2. Maintain a consistent schedule with clients
each week  All of my clients have a day and time
that is specifically set aside for them for
instance, every week on Mondays at 530pm and
Fridays at 600am, Rachel and I meet for her
training sessions.
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8
How do I deal with clients who keep canceling on
me last minute?
If she were to start repeatedly cancelling and
rescheduling, then Id talk to her about changing
her day and time to one that better fits our
schedules.
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9
How do I deal with clients who keep canceling on
me last minute?
3. Check-in with them  As annoying as it is to
have someone constantly cancelling, there may be
something deeper going on are they unsatisfied
with the program theyre doing with you? Are
stress levels from work reaching astronomical
proportions?
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10
How do I deal with clients who keep canceling on
me last minute?
Before assuming theyre just flaking out on you
for one excuse or another, have a private
conversation with them and try to gain some
insight into their reasons and see how you can
work with your client to help get them back on
track.
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11
How do I deal with clients who keep canceling on
me last minute?
4. Remove them from your clientele If you feel
as though youve set all the expectations,
enforced the policies and tried everything you
can but they continue to cancel on you.
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12
How do I deal with clients who keep canceling on
me last minute?
Its time to have a discussion with this client
to explain that you are not the right trainer for
them and either refer them to another trainer who
might be better suited for their schedule/needs
or simply wish them well in their fitness journey.
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13
How do I deal with clients who keep canceling on
me last minute?
Keep in mind that not every client-trainer
relationship will be a good match sometimes its
best to just part ways.
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