Calling all personal trainers, what do you do when a client cancels on you last minute? What do you do when a client keeps rescheduling? What do you do when a client doesn’t show up? What do you do when you can’t rely on a client to keep their appointments?
I have a policy, I treat others the way I want to be treated. I am ready for you when you get here. Sometimes things come up and I might have to reschedule. I would like you to understand. Sometimes emergencies arise and I have to cancel. I am trusting that you will be sympathetic. But what happens when a client or a trainer keeps canceling, running late, rescheduling? What happens when someone doesn’t do what they say? What happens when a person keeps making a promise and doesn’t fall through? What happens when you can’t rely on that person anymore?
It’s easy to look at this person as a “flake” because their actions are noncommittal but a lot of times this person is just overly committed. Don’t get me wrong, there are plenty of “flakes” out there but for the most part – a lot of people that I deal with are just over booked. Their schedule is jam packed that they don’t remember to drink water. Their life is so chaotic that they don’t have time to eat. Their multi-tasking usually causes them to go to bed late. Their actions fall short not because they are bad people but because they don’t know how to say “No” to people. I used to be like that. So that is why my cancel policy is what it is. I just simply say, “No” for them. Instead of charging them a no show fee or making them feel guilty or getting upset, I just let them know that now is not the time for them to commit. After all, my job is make sure you meet your goal and if you are so busy that you can’t drink water, eat food or rest – then guess what? You aren’t going to meet your goals.
What is your cancel policy?