Complaint Handling Scripts
Complaint Handling Scripts for Personal Trainers
In the fitness industry, your reputation is your most valuable asset. These scripts help you navigate tough conversations about results, injuries, or billing while maintaining the professional boundary needed to keep your $400 to $1,200 packages sold.
The 'I'm Not Seeing Results' Complaint
Use this when a client who paid for a 10-session package ($600+) feels they aren't losing weight or getting stronger fast enough.
I hear your frustration, and I appreciate you being honest with me about how you feel. Let's pull up your initial assessment from our first session and look at the data together to see where we stand. I want to make sure the $600 you invested is getting you the value you expected. We can review your nutrition logs and training intensity to see what adjustments we need to make today. My goal is to get you to that target weight, so let's refine the plan right now. How does that sound for our next steps?
Tips for this scenario
- -Always refer back to the data from the initial $150 assessment to show objective progress.
- -Pivot the conversation from 'failure' to 'program adjustment' to keep them motivated.
Common Mistakes to Avoid
!Arguing with a client while you are in the middle of spotting them or on the gym floor where others can hear.
!Ignoring a 'my back hurts' text for 24 hours, which allows the client's anxiety and anger to build.
!Not having a written cancellation policy for your $400+ packages, leading to 'he-said-she-said' arguments.
!Taking complaints personally instead of treating them as a professional request for a program adjustment.
!Answering a complaint call while you are breathless during your own workout or while training another paying client.
