In this episode, we’ll talk about policies and procedures for personal training businesses. We will zero in on three of them, namely, a 24-hour cancellation policy, medical freeze (or just simply “A freeze”), and rollover sessions.The 24-hour cancellation policy is applicable in situations where a client has booked a training slot and then they cancel, which means that the business will have lost the revenue it would have generated during that time slot. Therefore, the client has to be charged a stipulated cancellation fee when they cancel. 

That policy serves well in making clients more accountable because the moment they book a slot, they will always ensure that they attend the training, which of course, keeps them on track in their fitness journey. The medical freeze or freeze is when a client is looking to take time off from the gym to go on vacation, work, or anything else that might keep them away from the gym. That usually takes anything between one to three months, and it’s usually a very bad sign because it might mean that the client is trying to leave the facility. We will share our experience with this and talk about the strategies we use to overcome it effectively. Rollovers refer to when a client doesn’t use up all their sessions and they can roll them over into the next month or year. 

When we had annual memberships, we ran our rollovers like the old school cell phone service providers used to do where a user had a certain amount of minutes they could use every month, and if they didn't use them all, they would roll them over to the next month as long as they stayed active as a member with the service provider. Stay tuned to learn more about the best rollover tactics to use and pick all the actionable steps you can take at your personal training facility to grow sustainably. 

Key Points of Discussion:

• The questions around policies and procedures for personal training businesses (03:10)
• The promise that you make someone as a personal trainer to hold them accountable (05:20)
• Taking it back from transactional to the coach relationship (08:39)
• Better behavior equals better performance (13:11)
• Allowing a two month freeze in an annual membership but doing it in such a way that no client wants to take that time off (15:20)
• The best strategy for someone who might be going on a medical freeze (19:04)
• In rollover strategies, use or lose it is a great policy, but not the best  (21:47)
• Allowing clients to downgrade their memberships to use rollovers (27:18)

Additional Resources:

• www.AlloyPersonalTraining.com
• Learn About The Alloy Franchise Opportunity

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