Have you ever just listened to your trainers as they perform their daily tasks? I am referring to the times they are training their clients, presenting training options to potential clients, or speaking with members on the floor. Listen with unbiased ears to how they communicate and you may be very surprised. Hopefully pleasantly surprised, but you may also be horrified! Listen to how they discuss topics such as:
Training rates — are they apologetic to how much it is, do they say, “these are the club rates for training” or do they say, “this is how much I charge for sessions?”
24 hour cancellation policy — again are they apologetic and say, “this is a club rule” or do they say, “I have to charge you because my time is valuable?”
Presenting themselves as a competent trainer — does the trainer say, “I can train you to reach your goals” or does the trainer say, “I think I can train you?”
If you spend time listening to trainers as they work and communicate with clients, you can use specific examples of good or poor wording to give the trainer feedback.
Vic Spatola is the Director of Personal Training for Greenwood Athletic and Tennis Club in Greenwood Village, Colorado, a suburb of Denver. Contact him at vics@greenwoodatc.com.
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Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.
