Hey a quick question on sales. How do you guys and gals typically let the person know there sessions are over and its time to renew? Just some tips on wording that will help me out because i never know quite how to phrase it.
I usually try to avoid saying "So do you want to renew?" or something that gives them an easy way out. Any tips from experienced people on the best way to get renewals?
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"Luck is what happens when preparation meets opportunity."
-Seneca
I usually let them know they "up for renewal" when we get to the second to last session. The mention is usually done at the end of the session, during a brief cool-down or stretch period. I never propose it when we are departing. Make the pitch while you are engaged in the session. This will encourage their thought-process to relate spending money equals benefits of better health & fitness.
I also let them know during the course of the session, but after a couple of renewals I usually never mention it - the results take care of that. If it's a financial issue then we discuss it.
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Working "hard," or the perception of working hard, doesn't really mean anything. Sweating, vomiting, and breathing hard could be a good workout or a tropical disease kicking in.-Dan John
Thanks guys for the quick reply. I think what John said is a great point. I will bring it up during the session from now on. If anyone else has anything to add feel free.
__________________
"Luck is what happens when preparation meets opportunity."
-Seneca
A great way to remind a new client of how many sessions they have left is to have them sign off each time you train with them, and show them how many sessions they have left. You may already be doing this, and it's something gyms typically do, but I have also used it in my in-home training business. Like it was said above, if your client is rockin' and rollin', and seein' progress, they will obviously WANT to renew and it won't be an issue if they can afford it.
Also, prior to or during that "last" session, re-assess them..."show" them their progress. Get them talking about how they've improved, etc. Have them set new goals for the upcoming weeks. If you have been a key factor in their success, they would be crazy not to renew!
When I worked for gyms, i'd usually hint around that "our time is almost up" and 9 times out of 10 i'd immediately know if that client would renew or not. Most of the time i'd know way before that point if they were going to renew or not. You can sense it. If you've built a relationship and "clicked" with that client, they aren't going anywhere...even if they don't train with you as often, they will still train with you...heck, even if it's a year down the road. It happens!
I have found the best way to weed out the "short term" clients is to let them know up front that it's not going to be an overnight process, etc. If it's a financial issue you'll know. I haven't had to "renew" anyone for a while now because I have a core group of people who pay me regularly...i've begun to feel like i'm a part of their family/life and that's pretty cool. Going to peoples' houses is different than having them come to you, and I feel i'm able to build a better relationship with these types of clients.
__________________ "If you love what you do, you'll never have to work a day in your life." Visit my blog:"Outside the Box" Training!
A great way to remind a new client of how many sessions they have left is to have them sign off each time you train with them, and show them how many sessions they have left. You may already be doing this, and it's something gyms typically do, but I have also used it in my in-home training business. Like it was said above, if your client is rockin' and rollin', and seein' progress, they will obviously WANT to renew and it won't be an issue if they can afford it.
Also, prior to or during that "last" session, re-assess them..."show" them their progress. Get them talking about how they've improved, etc. Have them set new goals for the upcoming weeks. If you have been a key factor in their success, they would be crazy not to renew!
When I worked for gyms, i'd usually hint around that "our time is almost up" and 9 times out of 10 i'd immediately know if that client would renew or not. Most of the time i'd know way before that point if they were going to renew or not. You can sense it. If you've built a relationship and "clicked" with that client, they aren't going anywhere...even if they don't train with you as often, they will still train with you...heck, even if it's a year down the road. It happens!
I have found the best way to weed out the "short term" clients is to let them know up front that it's not going to be an overnight process, etc. If it's a financial issue you'll know. I haven't had to "renew" anyone for a while now because I have a core group of people who pay me regularly...i've begun to feel like i'm a part of their family/life and that's pretty cool. Going to peoples' houses is different than having them come to you, and I feel i'm able to build a better relationship with these types of clients.
Wow, great post Sarah! I agree that you can sense if the client is going to renew or not. Showing the progress certainly makes sense. Basically its showing your value and asking for the sale with super confidence(which you should have if you believe in your services).
__________________
"Luck is what happens when preparation meets opportunity."
-Seneca
Thanx CE!
Exactly! If you have "walked your talk" then your client will be living proof that you're worth the investment, and this should not only instill confidence in them but in yourself as well!
__________________ "If you love what you do, you'll never have to work a day in your life." Visit my blog:"Outside the Box" Training!
Most importantly, if you want to make a living in this industry, you need to learn how to ASK FOR THE MONEY! If you are afraid of asking people to pay you for your services you will just get used, and you will not deserve your hourly rate. You are a professional. You don't work for free. You don't have to be angry about it, but just don't act awkward about getting paid. This is your livelihood. If you act like a professional you will be respected as one.
Another thing... with my clients I was very confident about what I was doing and the results they were getting, so I did assume the sale. I never really asked for it. I just presumed that the clients would sign up with me, so I would simply break out my calendar and let them know that it was time to schedule our next 12 sessions that start on X date. People never questioned me... They just sat down and set up their schedule with me, then told me that they would bring their check in next week. I asked for it when they came back. If clients know that you're serious about training and serious about being paid, you will be taken seriously.
I agree with Sarah. The longest time personal trainer at my gym shows them where they are at the end of every session, I think, and then he usually talks about what to do until next time and when to meet next time at that time while the paper is laying (is it lying) out on the table.
Jean-Paul, I like what you are saying, and if you have any techniques to get to the state of mind that make asking for money a simple thing, I would love to listen. When and how did you acquire such confidence? I'm reading Anthony Robbins' Unlimited Power right now, and it's great. I notice that it's very hard to push away "worst case scenerio thoughts" from my mind and only let in the good one's, and then I get nervous, my mouth gets dry, I sweat, my heart rate increases and my face muscles tighten up. Heh. I can be serious as you say, but unless I add charisma/ confidence you are talking about, it will come off as angry and cold. I'll post more once I read more of the book, but I think it has a lot to deal with understanding our true goals, and being honest with ourselves, and our perceptions, which create confidence, even more so than organization and momentum success, although those seem to contribute.
Just relax Adam. You are a professional. It's not a big deal. The more you put it off the more power you give that issue. Just take it off the table as one of your problems. You see it, acknowledge it, and now you have to take the next step and get rid of it. Just let them know that next week they are starting up a new round of sessions. Do they want to keep the same schedule? Great. Don't forget to bring in your check on Monday.
You're good at what you do, right? Just get screwed a few times, you'll turn around. You won't have a problem asking for money after you bleed a little. That's what made me so adamant about being paid up front for any sessions I trained.
Totally agree with Sarah Rippel I do something very similar with my clients. But you should not be afraid/feel uncomfortable to talk money. If you are getting the clients the results you agreed and they are happy with the levels of service that you are giving them, why would they not want to re-new?
I use invoice.com. When the time comes I send out an invoice and the next time that particular client comes to me they always just bring payment. Its removes me asking and that awkward moment.
Once a client becomes one of your "regulars" the awkwardness tends to go away. One way that the gym I work at makes it easier is they offer to keep credit cards on file so many of my regulars tell me to just charge another 10 pack to their card when ever they run out.
Asking for Renewals
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