Episode 3: 10 Tips to an Amazing Client Experience with Kara Griffin

Kara Griffin

This episode is all about mastering client experience. Creating authentic and meaningful human to human connection is a major part of our responsibilities as a trainer.

Kara Griffin

Fitness Professional

This episode is all about mastering client experience. Creating authentic and meaningful human to human connection is a major part of our responsibilities as a trainer. This could be the deciding factor of them simply passing through your class as a one time event and becoming your new regular. It can have an amazing impact on their workout and even your experience as a coach!

What You’ll Learn from this Episode:

    1. Teach to your clients’ individual levels
    2. Play music that gets everyone moving
    3. Effective and encouraging cueing

Here’s the Complete List of Tips:

1. Be Prepared (9:00)

  • Before you even get to the classroom/studio/session/etc, prepare.
  • If you’re thinking so much about what you’re doing, you’re not going to be able to connect to people and you’re not going to be able to have a good time yourself.
  • You don’t have to memorize everything to a T, but being able to know what’s coming and feeling confident in your delivery is going to allow for a little bit more ad libbing and fun
  • The preparation is key, not only for your clients to have a seamless flow, but also for you to have more fun and to take your nerves totally out the window.
  • If you’re a new trainer and you’re going in just trying to feel the energy – guarantee, you probably would have a better class if you planned more of a thought out structure. However, if you do write everything in tons of detail, you want to be able to travel away from it if you need to.
  • Ask new clients a lot of questions to know what they are able/unable to do and be prepared with options A, B, C to change your class to fit their needs.

2. Introduce Yourself (18:30)

  • Try to meet every person that comes in your room. It won’t always be possible, but do the best that you can. If not, simply share your name over the microphone before you start class. This creates a sense of accountability and human connection.
  • This also supports your referrals. You want your name at the tip of their tongue.

3. Remember Your Clients’ Names (20:50)

  • Figure out a way, whatever works for you, to remember names. It is the number one thing that people will then remember about you. “I can’t believe that he/she remembered my name.” It’s a big differentiator.

4. Don’t Kill the Vibe! (28:15)

  • New clients are looking for a new, fresh, positive, professional experience. All the little details go into creating this.
  • When it comes to conversations before class (whether with a new client or a regular), you have to remember that you are automatically setting the tone for what you’re about to deliver for your class. So if someone comes in, “Hi, good to see you again. How are you doing?” And you say, “Oh, I’m exhausted. I’m like having the worst day.” …Nothing more exciting than having a tired fitness instructor. This kills the vibe and sets a negative tone.
  • Leave personal issues at the door. You don’t have to ignore your emotions, but set them to the side to focus on what the clients need.

5. Ask for Injuries (32:35)

  • Ask for injuries and then play “21 Questions” to try to get as much information as possible to know exactly the type of modifications they will need.

6. Keep the Space Safe (35:35)

  • This can be as simple as making sure everyone is familiar with the equipment (how to turn on/off, stand on a bike properly, etc.), to: assuring they are lifting the correct amount of weight according to their strength and form, assisting with spacial awareness, etc.

7. Teach to Everyone’s Level (37:20)

  • In a group class, you will have everyone from professional athlete to the “I’m here because my doctor told me I should start exercising. Similar to what we said before, have different levels/modifications/variations planned.
  • Be flexible and ready to adjust on the fly.

8. Give Personal Corrections/ Motivation (41:45)

  • If you notice individuals that are ready to be challenged more than the rest of the class, let them know personally. “Hey, I am going to take them out of their plank after 30 seconds, but I want you to hold for another 30.” They will hate you and love you for it, and also take pride in the fact that you noticed their strength and saw their potential to be challenged.
  • Be aware. You don’t have to ask what your clients need – they will tell you with their facial expressions, body language, etc. If they cannot do an exercise, asking them to repeat it 20 more times is not going to change that. Move on.
  • Grab clients at the end of class for personal corrections if you didn’t have the time to offer them during the class.

9. Play Music for Everyone (51:00)

  • Don’t just play the music YOU want to listen to. Think about all your clients and that there are a wide range of music interests in your room.
  • Music should match the intensity of what you’re teaching.

10. Follow Up with Clients After Class (55:15)

  • At the very least, thank your clients for coming. To further the conversation, ask them, “How do you feel the class went?”
  • Simply making yourself available after a class can make a big difference. You will have clients that are very willing to open up and connect to you at this time.

11. Bonus! Don’t Cue With Guilt (59:15)

  • What you say hits home more so because of how you say it.
  • Stay positive. Avoid punishment/torture/burning fat/bikini body references.
  • You want them to put their minds into a space where they’re aiming for overall wellness, not punishing themselves to obtain a physical aesthetic.
  • Encourage clients to perform at their personal best, contribute what they can to the room, increase their overall functionality for life, etc.
  • This will encourage clients to keep coming back long term.
Show Note's Index