Servicing a client refers to exceeding a client’s expectations regarding their experience in training. When the trainer takes the time to anticipate the needs and wants of the client, they elevate themselves in that client’s eyes.
Now, obviously, leading a great training session with correct biomechanics, appropriate feedback and a progressive program design is essential. But, sometimes the little things are the deciding factors that make the winning session extraordinary.
For example, during the initial meeting with a client, a trainer should not only gather the client’s goals, their motivations for being there, but also the things that make that client happy. Happy in their mind may be as little as having a cold bottle of water and a towel, having a daily motivational quote, or warming up on their favorite treadmill facing the best TV.
What makes a person happy will differ from client to client, but a good trainer knows how to discover that one thing that makes a client smile from ear to ear! That’s only one part of servicing a client beyond their expectations! Stay tuned for Part Two.
Vic Spatola is the director of personal training for Greenwood Athletic and Tennis Club in Greenwood Village, Colorado, a suburb of Denver. Spatola offers consulting on personal training business development. For more information, contact him at vics@greenwoodatc.com.
