Cancellations

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Power point presentation from Broni McSweeney of Catch Fitness for the June 2009 Recession Buster Roadshow - A Skills Active and Fitness New Zealand initiative. Good thinking team.

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  • Cancellations

    1. 1. Helping you to work smarter not harder
    2. 2. 24 sessions booked = $1680 Less $420 from cancellations My Perfect Week turns to crap Sunny Mary 2pm Bazza Anne Meg Bazza 1pm Fred Marg Fred 12pm Steve Betty John 11am Lou Lois Ralph Lou 10am Andrew Marty 9am Mark Mark 8am CLASS Sandy CLASS Sandy 7am Jo Jo 6am Sat Fri Thur Wed Tue Mon
    3. 3. Why It Hurts <ul><li>Trainer self esteem decreases </li></ul>Turning this around! Client less likely to achieve results Trainer income decreases Stress increases
    4. 4. Reasons <ul><li>Medical </li></ul><ul><li>No Time </li></ul><ul><li>Work </li></ul><ul><li>Family </li></ul><ul><li>Forgot </li></ul><ul><li>Holiday </li></ul><ul><li>Financial </li></ul><ul><li>Weather </li></ul><ul><li>Inconvenience </li></ul><ul><li>Financial </li></ul><ul><li>Can’t be bothered </li></ul><ul><li>Weather </li></ul><ul><li>Inconvenient </li></ul><ul><li>Trainer works them too hard </li></ul><ul><li>Not liking the trainer is unlikely to be a reason </li></ul>NO EXCUSES
    5. 5. How we overcome so clients get results and we get paid. <ul><li>Cancellation Policys </li></ul><ul><li>Protocol when we receive more than the required notice: </li></ul><ul><li>Re-schedule – emphasize why </li></ul><ul><li>Re-scheduling fee </li></ul><ul><li>Next week – extra session </li></ul><ul><li>Client info sheet - 2 other good training times </li></ul><ul><li>Establish your own time slot to re-schedule people into </li></ul><ul><li>Other training options – attend a group session </li></ul><ul><li>Holiday issues – how to deal with </li></ul><ul><li>Payment options </li></ul><ul><li>Have clients commit to a time slot for 20 weeks </li></ul><ul><li>“ We really want you to achieve your goals and that’s </li></ul><ul><li>achieved by having you do your training sessions” </li></ul>
    6. 6. <ul><li>Call them back </li></ul><ul><li>Re-schedule – no additional fee? </li></ul><ul><li>Extra session next week </li></ul><ul><li>Medical issues – how to deal with </li></ul>With less than the required notice – where you would not charge them for example medical emergency
    7. 7. <ul><li>With less than the required notice – where you would charge them for example they want to go to a party instead </li></ul><ul><li>Re-schedule fees less than the cancellation fee? </li></ul><ul><li>“ We do not have a cancellation fee we do however have a re-scheduling fee….it applies both ways!” </li></ul><ul><li>“ Cancellation fee or lose the entire amount or % - spend $5 on them </li></ul><ul><li>Making up for the missed session – options </li></ul>
    8. 8. <ul><li>Payment options </li></ul><ul><li>We realise prepayment for sessions may not always be possible. If for any reason you need to make a late payment please do not hesitate to advise our administration assistant, Louise via [email_address] </li></ul><ul><li>Prepayment: $75 </li></ul><ul><li>Payment accepted for up to 14 days after the session: $85 </li></ul><ul><li>Please do not hesitate to contact us if other financial difficulties occur as we may be able to help. </li></ul><ul><li>Put this in your monthly newsletter together with any other difficult issues and /or changes to your policies. </li></ul>
    9. 9. Could there be another reason <ul><li>How to pick up the signs? </li></ul><ul><li>If you could change any of the following which would you:- </li></ul><ul><ul><ul><li>Time/day of the session </li></ul></ul></ul><ul><ul><ul><li>Duration </li></ul></ul></ul><ul><ul><ul><li>Cost </li></ul></ul></ul><ul><ul><ul><li>Content –i.e. you don’t like certain exercises out </li></ul></ul></ul><ul><ul><ul><li>Location </li></ul></ul></ul><ul><ul><ul><li>Intensity of the session </li></ul></ul></ul><ul><ul><ul><li>Which of the following if any, make it hard for you to attend our sessions together? </li></ul></ul></ul><ul><ul><ul><li>Lack of family support </li></ul></ul></ul><ul><ul><ul><li>Feel like I should be with my family </li></ul></ul></ul><ul><ul><ul><li>Feel like I should be at work </li></ul></ul></ul><ul><ul><ul><li>Don’t enjoy the exercises we do </li></ul></ul></ul><ul><ul><ul><li>I don’t have the energy </li></ul></ul></ul><ul><ul><ul><li>Parking </li></ul></ul></ul>
    10. 10. Recession Specific <ul><li>Get Creative </li></ul><ul><li>Group training sessions </li></ul><ul><li>Joining forces with other trainers – add value to what you can offer </li></ul><ul><li>Due to the recession I have decided to offer a package which includes 3 weekly sessions for the price of 1 . </li></ul>
    11. 12. BHAGs <ul><li>Using BHAGs to have your clients commit. </li></ul><ul><li>“ never underestimate the power of setting a big goal” </li></ul><ul><li>Bivouac </li></ul><ul><li>Enter them into something </li></ul><ul><li>Speights Coast – Coast! </li></ul><ul><li>Lake Taupo </li></ul><ul><li>12 Week Challenges </li></ul>
    12. 13. Summary <ul><li>Expect cancellations </li></ul><ul><li>Overbook </li></ul><ul><li>Making the most of your ‘down time’ </li></ul><ul><li>Educate </li></ul><ul><li>Contracts – it’s all about them </li></ul><ul><li>Re-schedule them </li></ul><ul><li>Let some clients go! </li></ul><ul><li>Commit clients to a time slot </li></ul><ul><li>Surveys and responses </li></ul><ul><li>Responses to cancellations </li></ul><ul><li>Reminders </li></ul><ul><li>Cheaper training options </li></ul>
    13. 14. <ul><li>BHAGs </li></ul><ul><li>Unite with other trainers </li></ul><ul><li>Take group fitness classes </li></ul><ul><li>Run Seminars </li></ul><ul><li>Passive income sources </li></ul><ul><li>What are 3 things we can do better </li></ul>
    14. 15. <ul><li>The Personal Training career path is included as one of the U.S. Bureau of Labor & Statistics TOP 100 Overall Job Openings. </li></ul><ul><li>Occupations with the Most Openings &quot;, 'Fitness Trainer' is in the  top 100 ! </li></ul><ul><li>&quot;Fastest Growing Occupations Requiring Post-Secondary Training&quot;, &quot;Fitness Trainer&quot; is #3 and expecting  44%  growth by the year 2012! &quot;Occupations with the Largest Employment Requiring  Post-Secondary Education, &quot;Fitness Trainer&quot; is  #10  in the category &quot;Fastest Growing Occupations &quot;! </li></ul>
    15. 17. At Catch Fitness we encourage people to see personal trainers. One of the ways we do this is via ‘The 20 Week Body & Lifestyle Competition’ where entrants agree to use a personal trainer to help them achieve their health and fitness goals. If entrants do not already have a trainer we refer them to REPs registered trainers throughout New Zealand. If you would like to be one of the trainers/clubs we refer people to and/or if you would like to provide your existing clients with the opportunity to be part of this competition and/or if you’d simply like to have more support with your business via our weekly newsletters, at no cost to you , then we invite you to take part in our next 20 Week Body & Lifestyle Competitions. Starts July 13 th , 2009 (late entries accepted until August 6 th 2009) and February 8 th 2010. . “ I am a new trainer having graduated in 2008. I found out about the February 2009 competition a week before it was due to start. I emailed people with the promotional poster that was sent me and within one day I had seven new people sign up with me as their personal trainer! Within a week I had three more, plus four others that did not sign up to this competition but still signed up to personal training with me. All these people phoned me. I didn’t have to chase anyone…. I got fourteen new clients from just one email” Dwayne (Cert F.I.T, REPs). An additional 14 sessions a week at $60 per session for 20 weeks that’s an extra $16,800. Wouldn’t you love to write us a letter like this? For more information call 0508 88 00 11 or email us [email_address] Rewarding New Zealanders for reaching their health and fitness goals and the trainers that help them to get there Win one of 10 trainer gift packs valued at over $100 each Simply email us for more details about this competition and we’ll put you in the draw. Valid only for attendees of the Recession Buster Road Show 2009. Closes November 1st, 2009

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