The Secret to Higher Client Retention Rates

By: Michael Hughes

In the world of personal training, client retention is the holy grail. While many trainers focus on perfecting their technical skills or creating the most effective workout plans, there’s a crucial element that often gets overlooked: understanding how clients desire to be coached. The difference between treating clients how you want to be treated versus treating them how they want to be treated can make or break your retention rates.

The Platinum Rule vs. The Golden Rule

Most of us are familiar with the Golden Rule: “Treat others how you want to be treated.” While this is a noble principle, it falls short in the context of personal training. Enter the Platinum Rule: “Treat others how they want to be treated.” This subtle shift in perspective can lead to profound changes in your client relationships and, ultimately, your retention rates.

Understanding and applying the Platinum Rule requires a deep knowledge of different communication personality types. Modern-day psychologists, building on the work of Carl Jung, have identified 16 different personality types. However, simplifying this complexity is essential to avoid trainer burnout while still effectively connecting with your clients.

The Four Communication Personality Types

To streamline this process, we’ll focus on four primary communication personality types: Decision Maker, Encourager, Tracker, and Facilitator. Recognizing and adapting to these types can help you connect more deeply with your clients, ensuring they feel understood and valued.

  1. Decision Maker:  Identifiable traits – Abrupt Pace and Serious Tone

First-Time Guest: Decision Makers often come across as if they know it all. Your challenge is to win them over with your expertise without being condescending.

Membership/Billing: They can be demanding and expect VIP treatment. Even if they’re not your highest-paying client, treat them with the utmost respect and attention.

As an Athlete: They may do exercises incorrectly with confidence and strive to outdo others. They might also argue with you during sessions. Be firm yet respectful in your corrections and guidance.

  1. Encourager:  Identifiable traits – Lively Pace and Excited Tone

First-Time Guest: Encouragers are friendly but easily distracted. Keep their attention with engaging and dynamic interactions.

Membership/Billing: They can be forgetful and may change their membership plans frequently to follow friends. Be patient and accommodating with their requests.

As an Athlete: They may not remember the workout details, talk during exercises, and cheer others on. Encourage their enthusiasm but gently redirect focus when necessary.

  1. Tracker:  Identifiable traits – Long-Winded Pace and Exciting Tone

First-Time Guest: Trackers are punctual and well-informed about your format. They will likely have a lot of questions. Be prepared to provide detailed answers.

Membership/Billing: They may scrutinize billing details and bring receipts for everything. Ensure transparency and clarity in all transactions.

As an Athlete: They want to know every detail about each exercise and may appear serious. Take the time to explain thoroughly and appreciate their attention to detail.

  1. Facilitator:  Identifiable traits – Leisurely Pace and Gentle Tone

First-Time Guest: Facilitators are self-conscious, polite, and reserved. They might apologize for any mistakes. Reassure them and create a welcoming environment.

Membership/Billing: They avoid conflict, often not returning calls. Be proactive in communication and handle any issues with care.

As an Athlete: They avoid talking to others and use eye contact to seek help. They may be in pain but not vocalize it. Watch for non-verbal cues and check in regularly.

The Impact of Personalized Coaching

When clients feel understood and respected as individuals, they’re more likely to remain loyal. This personalized approach can transform your client relationships from transactional to transformational. It’s not just about pushing them harder but about guiding them on a sustainable fitness journey where they feel genuinely supported.

Implementation Tips

  1. Observe and Listen: Pay close attention to how your clients communicate and interact during sessions.
  2. Adapt Your Style: Adjust your coaching techniques to align with their personality type.
  3. Regular Check-Ins: Schedule regular feedback sessions to ensure you’re meeting their needs and expectations.

Mentorship Opportunity

If you’re a trainer looking to master this level of coaching quality, consider joining our Multidimensional Movement mentorship. We offer personalized coaching to help you understand and implement these techniques, ensuring your clients feel uniquely valued and understood.

To learn more about our mentorship program and how it can help you boost your client retention rates, CLICK HERE to schedule a free 30 minute consultation with our Customer Success Specialist. Don’t miss this opportunity to elevate your coaching skills and create lasting client relationships.

In Summary

By shifting your approach to align with the Platinum Rule, you can significantly enhance your client retention rates. It’s not just about the workouts you design but about how you connect with your clients on a deeper level. Treating them how they want to be treated ensures they feel valued and understood, leading to a more committed and consistent client base.

If you’re ready to take your coaching to the next level and retain more clients, SCHEDULE A CALL HERE to learn more about our mentorship offerings. Together, we can create a fitness journey that’s not just effective but also deeply fulfilling for both you and your clients.

About the Author: Michael Hughes
Michael Hughes is the founder of Gymnazo & Gymnazo EDU, holding a degree in Kinesiology, Michael is a Fellow of Applied Functional Science and certified as a Multidimensional Movement Coach, a Functional Manual Reaction Coach, a Female Chain Reaction Coach, a 3D Movement Analysis & Performance System Coach, plus several more.  He is also a Precision Nutrition Coach and Post Rehab Conditioning specialist. He’s spent the last decade pioneering a more sustainable model of training that blends his heart for restoration with the energy of fitness training. Michael’s mission is to elevate the industry’s standards for what quality looks like as a trainer through scientific knowledge and application.

The Ethics of a Personal Trainer/Exercise Professional

By Greg Mack – Exercise Professional Education

RESPECT FOR ESTABLISHED SCIENCE

Seek to balance rational and empirical knowledge with a critical thinking mindset. Scholars and researchers have been working diligently for centuries on a variety of problems and issues, which are relevant to human health and wellness. Among the most important of these are physiology, neuroscience, anatomy, and physics. Use an evidence-based approach to exercise programming.

RESPECT FOR OTHERS

Be courteous and treat individuals with equal respect and dignity regardless of race, sex, or nationality. A Personal Trainer/Exercise Professional is a relationship-based business. Given the intimate nature of the relationships developed (clients, colleagues, managers, other health professionals), a foundation of respect for the human dignity, autonomy, privacy, rights, and interests of individuals who will experience the consequences of your decisions is necessary.

RESPECT FOR LANGUAGE

Ensure clear communication. Not only are professional relationships built and supported by communication dependent upon language (verbal, symbolic, somatic), but thinking is also language driven. The meanings, uses, and definitions of words are of great importance.

RESPECT FOR FACT

Find out the facts surrounding an issue before developing a premature conclusion. Recognize the presence and influence of biases and work to overcome them when making choices about exercise and the exercise process.

HONESTY 

Be honest and truthful in all client and inter-provider transactions. Do not deliberately mislead or deceive others by plagiarism, purposeful omission, lying, and partial truth to protect the ego and avoid responsibility.

INTEGRITY

Demonstrate professional and personal integrity. Live and work consistently with the courage of one’s convictions by being ethical even in the face of peer pressures to do otherwise; Have and live by principles, staying consistent and reliable in fighting for one’s beliefs. Do not violate principles and ethics for expediency.

TRUSTWORTHY 

Behave in a way worthy of trust. Be forthcoming in providing information and correcting misunderstandings of facts with clients and other providers. Make every effort to fulfill promises and commitments made to clients. Be a good steward of the client’s health even when they may not recognize the risks of exercise.

COMPASSIONATE

Recognize that a professional relationship with the client is an interpersonal transaction. Demonstrate sensitivity, benevolence, and kindness. Be attentive and listen carefully to a client’s body language and verbal expressions regarding how they feel and what their body is doing before, during, and after an exercise session.

LAW-ABIDING 

Abide by local, state, and federal laws and regulations relating to one’s professional activities. Honor professional potentials and constraints. Recognize that you are not an island only beholden to yourself. Respect medical providers and their role in the healthcare continuum.

COMMITMENT TO EXCELLENCE 

Pursue excellence in role responsibility. Endeavor to improve knowledge and practical competencies and contribute to the ongoing professionalization of the exercise field.

LIFELONG LEARNER 

Continually pursue educational coursework and materials that inform technical proficiencies and interpersonal communication. Quest to understand relevant professional information at deeper levels. Work to elevate your professional standing. Encourage and support the learning process of colleagues.

ACCOUNTABLE   

Be transparent and open to a review of professional behaviors. Accept personal responsibility for one’s actions and be prepared to accept the consequences of those actions. Respect licensed medical provider recommendations and direction.

Provide progress reports when requested and refer to appropriate medical providers when negative health issues impact the client’s ability to exercise.

____________________________________________________________________________________________________________

https://www.exerciseproed.com/the-ethics-of-a-personal-trainer-exercise-professional/

An Excerpt from a course offered by the Muscle System Consortia: Motor Control: Pathology, Assessment and Improvement Philosophical Basis, Research, and Methodology

About the Author: Greg Mack

Greg Mack is a Navy Nuclear Engineering School graduate blending engineering expertise with a passion for fitness. As a certified Medical Exercise Specialist and Personal Trainer, Greg collaborates with medical professionals to
refine his Mobility Profiling Method. This innovative approach assesses and enhances individuals’ motor control, empowering them to move, feel, and live better without pain. Unlock your potential for improved mobility and overall well-being.

Boston Business Summit (Featured at Boston MANIA® Fit Pro Convention)
Want more in-depth client advice? Looking for a mentor or to network? Join us at the Boston MANIA & Business Summit, happening November 1-3 at the DoubleTree by Hilton Boston North Shore. This is your opportunity to immerse yourself in a transformative experience designed for professionals eager to elevate their brands and businesses. Grab a seat in 15 engaging lectures led by top industry leaders, where you’ll gain insights and strategies to foster growth and innovation. In addition, explore over 200 hands-on workshops throughout the three-day convention, each tailored to help you enhance your skills, deepen your client relationships, and expand your professional network. Connect with like-minded individuals, share experiences, and forge valuable partnerships that can propel your business forward. Don’t miss this chance to invest in your future—register today and take the next step toward achieving your goals!
Register HERE: https://scwfit.com/boston/

It’s None of Your Business…It’s All Of It!

Be sure to join Sara Kooperman, Andrew Nelson, Bryan K O’Rourke, Brandi Clark, & Dr. Ted Vickey for this exclusive not-to-miss hot topic episode “Harnessing AI for Health Club Profitability” on October 24.

Discover strategies to effectively integrate artificial intelligence into your health club operations, driving revenue growth, and optimizing member engagement. These industry experts will share practical insights on AI-driven marketing, personalized fitness programs, predictive maintenance, and data analytics.

Specific offerings such as social media automation, CRM enhancements, AI-driven texting, and Chat GPT integration will be reviewed. Learn how to leverage technology to enhance member experience, streamline operations, and boost your club’s bottom line. 

Register today: www.scwfit.com/yourbusiness

Missed a recent episode of It’s None of Your Business?  Have no fear, register for the recording, or listen to it on our podcast sponsored by zenplanner and SCW Business Summit.

Register for recording:  https://scwfit.com/yourbusiness-archive-form/

The Rebranding Adventure: Welcome to Fit-Her Health & Fitness for Women!

Rebranding a business after 10 years as a franchise is a big decision, filled with potential thrills and chills. Imagine this: my original brand was part of a club chain for 30 years before morphing into a growing franchise. I managed it for another decade, overseeing up to 25 clubs and studios in the same area. Welcome to my world!

Here’s how the journey has evolved, both positively and negatively. The fitness market in our area has transformed drastically over the past ten years. Customer preferences, new technologies, growing competition, and shifting industry trends have all played a part. Rebranding has helped our community of women stay relevant, aligning with the current market’s needs and expectations. It’s breathed new life into our location, making it clear that we are fresh and updated, even after decades as part of a chain. The new logo, branding, and social media presence reflect our current mission, values, and offerings.

Rebranding has allowed us to stand out, differentiate, and attract new customers with our growing program offerings. Existing customers have been re-engaged, remotivated, and once again empowered to work as referral partners in the community. Like many small fitness businesses, we faced challenges during the pandemic. The biggest “positive” from the rebranding has been shedding the “same old” perceptions. It’s provided us the chance to communicate changes, improvements, and new amenities.

Besides retiring the old logo, the staff has been empowered to take on new responsibilities. We kicked off with an all-hands meeting, making sure everyone could attend, and recorded it as a tool for clarity. New uniforms were handed out, and the new logo launch was set. Social media management took charge, while the fit pros continued business as usual. The “whys?” were answered with a unified message to our members: it was time to give back with programming unique to our population and longtime member base. Outdated shades came down, and new innovative warm colors went up. The gym floor was revamped to meet departmentalized programming needs, from the free weight section to the brand-new recovery area. Customers and staff now know we are investing in their future and the company is ready to evolve.

Our goal with the expanded offerings is to create the following:

– Ensured consistency and coherence in all business systems
– A unified brand identity with the community
– Staff career growth as hybrid fit pros
– Opportunities to meet the customer where she is daily.

The timeline for recouping the rebranding investment will vary based on several factors, such as:

– Will we still be recognized as community leaders?
– What are the marketing conditions (e.g., industry trends, competition)?
– The effectiveness and reach of our marketing efforts.
– Customer response.
– Service quality.

Rebranding has been a thrilling and transformative journey for Fit-Her Health & Fitness for Women. It has given us a chance to revitalize our image, reconnect with our community, and continue growing in a competitive market. By embracing change and innovation, we are not just keeping up with industry trends but setting new standards. Our commitment to excellence and our passion for fitness remain unwavering as we look forward to an even brighter future together. Thank you for being part of our story—here’s to many more years of health, fitness, and empowerment!

About the Author: Ann Gilbert

Ann Gilbert is the fitness industry’s premiere educator on exercise and aging. A successful owner and operator of Fit-Her Health & Fitness for Women, she oversees over 50 Personal Trainers and Group Fitness professionals. Ann coordinates several extremely successful fee-based small group training programs including functional training for older adults involving strength, balance, coordination, and independence. As an ACE / IHRSA Personal Trainer of the Year, Ann is a featured, sought-after, and popular speaker at IHRSA, FBA- Succeed, Club Industry, SCW MANIA®, and IAFTC Conventions. Ann is an industry leader and education expert helping to develop and teach the following SCW Certifications: Active Aging, Aquatic Exercise, Group Fitness, WATERinMOTION®, and S.E.A.T. (Supported Exercise for Ageless Training.).

https://www.facebook.com/fitherbrandon

https://www.facebook.com/groups/634845767826167

Thought Leader, Educator, Creator, Mentor, Owner/Operator CPT ACE

Filming Etiquette at the Gym

By: Joy Keller – Athletech

Everywhere we go there are cameras. Intentional or unseen, images are recorded and shared on social media, texts, and online.  How much is too much at the gym? What can you do to protect your members and still keep them happy from unwanted voyeurs?

Gym etiquette is a cornerstone of fitness culture, typically emphasizing respect, safety and consideration for others. However, as digital technology becomes increasingly intertwined with our daily lives, traditional norms are being reshaped.

The presence of Gen Z – those born from the late 1990s to the early 2010s – brings a new dynamic into the gym. As true digital natives, this cohort has been instrumental in integrating social media into every aspect of gym culture – particularly their penchant for filming workouts.

In an era dominated by online sharing and visibility, what do fitness professionals and gym owners/operators need to know about the pros and cons of filming in the gym? And how can the industry meet Gen Z’s need to be seen while also respecting other patrons’ privacy?

Gen Z has been raised in a hyper-connected world. With smartphones in hand, they are consumers and creators, using platforms like Instagram and TikTok to document and share every aspect of their lives—including their fitness journeys.

This has led to “new” behaviors in gym settings, where filming workouts has become more than a “me thing”; it’s part of a broader social exchange and personal branding. While not relegated to Gen Z, they do — anecdotally — tend to drive the practice.

The implications extend beyond individual use. While Gen Z’s approach encourages a community-oriented perspective, where personal records and even setbacks are openly shared, recording one’s performance can be perceived as intrusive or distracting by others.

It highlights a cultural divide: younger gym-goers see filming as a natural extension of their fitness activities, while older members may view it as a breach of privacy or a disruption to the focused gym atmosphere.

Understanding these dynamics is crucial for fitness leaders and gym owners who need to manage a space that accommodates both traditional and modern expectations of what constitutes respectful gym behavior.

The Pros & Cons of Gym Footage

Like any controversial topic, filming at the gym isn’t an entirely good or bad practice. It’s also not difficult to find people who rally against it. 

For example, Joey Swoll, a bodybuilder and fitness influencer who has about 7.7 million followers on TiKTok, makes it his mission to call out toxic gym culture, and mindlessly filming while working out is one of his favorite marks. He advocates for common courtesy and uploaded a video with the caption “If you can’t film with respect for others, don’t film at all.”

However, is it really this cut and dry? Joanne Groves, owner of Jo’s Fitness Club and course director for Faster Health and Fitness, London, takes a broader view.

“Filming workouts in public can indeed cause friction — people getting in the way, accidents and rudeness,” she says. “It’s important to consider the layout and rules of your gym. If you prioritize your clients’ experience, you must consider how filming might impact them.”

Groves also sees the advantages and says that catering to a younger audience that values social media can also attract more visitors to your gym.

“I’m guilty of filming, too,” she says, “but I’m always mindful of who’s around. I make sure to ask, ‘Is it okay if I do this?’ and I’ll move if it’s not okay.”

Groves mentions some helpful aspects to filming workouts, such as being able to inspire others, check form and more broadly expose a gym’s brand.

“It’s about finding the right balance,” Grove says. “A good strategy is being clear about who your primary clients are and setting specific policies. For instance, allowing filming only during certain hours and in designated areas can help manage the situation. This should be clearly stated in the membership policy to avoid misunderstandings. Additionally, having a rule that no one else should be in the shot without prior agreement is crucial.”

Legal Considerations

While having a mindful, polite influencer film their workouts in your gym may boost interest in your services, if you don’t also pay attention to how it’s affecting other members and clients, you may have quite a challenge on your hands.

Attorney Matthew Becker, owner of Gym Lawyers PLLC in Pittsburgh, specializes in helping fitness professionals navigate the legalities associated with entrepreneurship. He refers to filming at the gym as a “ticking legal time bomb.”

“Your members expect privacy,” says Becker. “If your gym becomes a free-for-all for photography, you risk violating that privacy, especially if someone in the background ends up in a social media post or an advertisement. Protect their privacy like your business depends on it – because it does. Use your membership agreement to set expectations and punishments around your privacy rules.”

While Becker says that “zero tolerance is your best defense,” he recommends consulting an attorney to make sure you’re doing your best to mitigate risks.

Without a policy in place, is it up to floor personnel to “police” influencers or others who claim territory for their footage? Groves recommends keeping the rule enforcement with management. 

“Create a policy, let people know about it, and stick with it,” she says. “If an employee needs help with enforcement, step in.”

Mindful Filming as a Way Forward

Not everyone who happens to fall within the Gen Z demographic is a “terror on the treadmill.”

A recent positive example of an influencer filming herself in the gym is Chase Byrd, who posted a video on TikTok captioned “How to deal with people who walk in front of your camera and ruin your videos.” The footage captures Bryd doing a shoulder press exercise when a man interrupts her, stating that he needs to collect some weights but doesn’t want to disrupt her.

Byrd’s response? “If you’re recording your workouts, remember you are probably in the way and you need to be mindful (of) the people around (you).”

Her post has garnered almost 500,000 views, suggesting that people are noticing and want to engage in debate—and fitness professionals are in a perfect position to help define healthy boundaries around filming in the gym to help ensure everyone feels welcome.

Immediate Rewards Can Motivate People to Exercise

By: Kath Hudson – HCM

Who doesn’t like free? Incentives typically result in more participation according to new research from the National Institute of Health, offering money or points toward rewards has attracted more people into the physical fitness realm, improving their quality of life.

Short-term incentives to exercise, such as using daily reminders, rewards or games, can lead to sustained increases in activity, according to new research.

Researchers found that even a simple daily reminder encouraged people to move more, while offering financial incentives or point-based rewards was even more effective. Combining the two was the most powerful and led to participants logging improvements in activity levels six months after the rewards stopped, suggesting the intervention helped to form habits.

Supported by the US National Institutes of Health (NIH), the study took place between 2019 and 2024 and was published in the journal Circulation. More than 1,000 adults, with an average age of 67, who were at elevated risk for major cardiovascular events were monitored via fitness trackers. Their daily step count increased by more than 1,500 a day after a year on the programme and they did an extra 40 minutes of moderate exercise each week.

This is sufficient for a 6 per cent reduced risk of premature death and a 10 per cent reduced risk of cardiovascular-related deaths.

“Even moderate exercise can drastically reduce cardiovascular risk, so finding low-cost ways to get people moving and stay in a fitness programme that they can do at home if needed is a huge win for public health,” said Alison Brown, a programme officer at the National Heart, Lung, and Blood Institute, part of NIH.

Participants set goals to increase their daily steps by 33 per cent, 40 per cent, 50 per cent, or any amount greater than 1,500 steps from their starting point and were divided into four groups. Three groups were offered incentives, including game-like rewards, financial rewards, or a combination of the two.

In the game group, participants received points for meeting their daily step goals and could move up a level. Those who missed their targets lost points and moved down a level. At the end of the study, adults who reached the highest levels by meeting their daily step goals received trophies.

In the financial group, each participant received US$14 each week, but lost US$2 a day if they did not meet their step targets. The third group received game-like and financial incentives.

The fourth group – a control group – received no incentives but got the fitness tracker, along with daily messages that noted their step count.

Participants could also enlist a support crew, such as family or friends, who would receive weekly updates about their progress.

Each intervention lasted for 12 months followed by a six-month follow-up period where all participants received the daily messages.

Prior to the study, all participants logged an average of around 5,000 daily steps, or 2.4 miles. After 12 months, they increased their daily step count, as previously explained, by more than 1,500, or three-quarters of a mile.

Compared to the control group, the game-incentive group walked an extra 538 steps from their baseline amount, while those who received financial incentives walked an extra 492. The group who received both incentives averaged 868 extra steps and maintained an average 576 more daily steps six months later.

Study author, Alexander Fanaroff, said: “This research shows it’s easier to think about today than the future, whether it’s exercising more to support long-term heart health or saving for a future goal, such as college or retirement.”

As a result, researchers recommend supporting people to change their behaviours by finding ways to give immediate benefits or rewards for movement, including using exercise apps that provide daily reminders, enlisting family and friends for support and even creating scenarios where they give money away if they don’t meet their targets.

The research, called Effect of gamification, financial incentives, or both to increase physical activity among patients at high risk of cardiovascular events: The be active randomized controlled trial was conducted by researchers Alexander Fanaroff, Mitesh S Patel, Neel Chokshi, Samantha Coratti, David Farraday, Laurie Norton, Charles Rareshide, Jingsan Zhu, Tamar Klaiman, Julia Szymczak, Louise Russell, Dylan Small and Kevin Volpp

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