In personal training we tend to get so caught up in workouts and programming that we often overlook the small, but important, items that set us apart from our competitors. Most potential customers don’t know what a good program looks like, so it is more likely they will choose your business based on your professionalism and first impression.
Do you conduct a client interview? Do you record measurements or perform some type of fitness assessment? What about your policies, do you have any that you make the client aware of?
The key to any successful business is not only to have a great product or service, but also to have the systems in place to deliver an outstanding and consistent experience. Often times, these systems are driven by documents that allow you to record data in a way that will keep you organized and therefore produce a more professional appearance.
The following are the 5 documents that I feel every personal training business should be utilizing to enhance their customer experience and allow them to function more efficiently:
Client Intake Form – Used to gather basic information for your records. Fields to include are address, phone number, email, employer/position (in order to possibly network them with other clients), as well as birthdate so you can send them something special when their birthday rolls around. I also have a box at the bottom of the sheet that I record any additional notes I feel may be pertinent to that client.
Client Evaluation Form – This is the form I use when conducting a consultation. There are questions on this form that I usually ask to understand the client’s goals, past exercise history, level of motivation, etc. These are the questions that really help you to understand the real reason each client wants to participate in personal training (their underlying motivation). Make sure to leave blanks in between questions so you can take notes.
Measurement/Progress Form – Regardless of what methods you use to determine progress, it is important to have a sheet where data is recorded. The sheet I use records changes in weight, girth measurements, and body composition. Since this is something I check every 30 days with clients, I set my sheet up to hold 90 days of data to accommodate multiple measurement intervals. You could also track your client’s personal records on this sheet if performance is their main goal.
PT Agreement – It is important to have a hard copy of your policies that the client can read and agree to in order to set the appropriate expectations. By setting the standard from the beginning, you are able to present your business in a professional way and help clients get the most out of your service. Policies to include are your cancellation notice expectation and refund policy. I actually integrate this form with a receipt so it is signed and explained on day 1 to eliminate any confusion.
Session Tracking Log – After the client has purchased training from you, you will need a way to record when each training session is used. The best way to do this is to have a table with session number, date, and signature. The client will sign for each session at the completion of said session and both parties will always be aware of how many sessions remain. This process also makes it easier when it comes time for the client to renew.