Personal trainers, here’s something to think about: you need to know when to pass your client onto a different PT!
Over the years I have passed on many clients to different PT’s for a variety of reasons. Sometimes we just weren’t a good fit and neither of us was enjoying our time together. Sometimes it was because schedules had changed, but the primary reason why I have passed on many clients was to provide a better service to the client.
I have loyal clients who have been with me for years, and to be honest they probably would’ve stayed with me until the end of time if I let them. However, the question I also ask myself when working with clients is “Am I giving this person the BEST possible service?”
It is very easy to let complacency slip into your training relationship; it is easy to let one’s professionalism drop a little, and it’s easy to take them for granted – a loyal client who brings in cash each week is pretty sweet deal, right?
But is it actually helping them be the best they can be?
I have always been a believer that if you are not delivering a top-notch service to your clients, then it’s time to pass them onto someone else who will. Of course, from my client’s perspective I am giving them a great service, but in my heart I know that I could be doing more for them.
When it gets to that point, it’s time to be really honest with yourself, and pass the client on.
Sure, they may not be comfortable with it initially, but I personally think it’s actually healthy for them to experience another PT. If you can’t do that because you are worried about the success of your business, then that in itself speaks volumes about your operations. Being secure in yourself and your skills to pass a client on to actually demonstrates a great level of professionalism and an excellence in customer service.
Of course, when I see some of my old clients with other PT’s I get a little pang inside, but by passing on clients who no longer fit with you (or vice versa), you are creating a space for other opportunities to emerge.
Article written exclusively by Nardia Norman for What’s New in Fitness website and magazine.