client retention

Successfully Handling Cancellations

Posted by on September 23, 2015 at 6:31 pm

cancelAs we all know….when a personal training client cancels it can be very frustrating for both you and the client. And for many fitness professionals it also means lots of lost revenue! Up to 40% of total weekly revenues! That doesn’t have to be the case.

We approach late cancellations in a very specific way at our studio. Our approach really works to elevate the uncomfortable feeling when you need to tell a client that they still need to pay for a session after they late cancel. It also helps you save what would have been lost revenue!

Read the latest article I wrote for PTontheNet to get ALL of the details.
Cancellations Don’t Have to Mean Lost Revenue

This is one you can’t afford to miss!

Yours in health, fitness & business,
Sherri McMillan

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Why Should I Pay For That?

Posted by on August 23, 2015 at 11:00 am

One of the programs we recently tried to run had to be canceled due to low registration. It was an event you have to pay for, but it would have been well worth it! I sent out an email to our personal training team asking them why they thought the event didn’t get very many registrations and one answer ways “our clients don’t want to pay for that program when I could do it for free?”….

So the question is “Why Should I Pay For That when I can do it by myself for free?

team photo 2014Well, that question does come up….why would I pay for a program when I can do it for free. That question can hold validity for anything that we offer to our clients in the fitness industry right? Everything that we do can be done for free. Read more on Why Should I Pay For That?…

Happy Birthday to YOU

Posted by on August 5, 2015 at 6:38 pm

free-birthday-mealsWe are always trying to find ways to show our clients how much we love and appreciate them and we are also always trying to find ways to get clients back in to train with us if we haven’t seen them in awhile. You can accomplish both of these things by doing one very simple thing! Send your clients (active & inactive) a Happy Birthday wish via email!

We use Mindbody Online and are able to set up the following email to automatically go out to our clients about 3 weeks before their birthday. Here is the email that is automatically sent: Read more on Happy Birthday to YOU…

Accountability – It Is Your Job!

Posted by on July 29, 2015 at 8:19 pm

download (10)It is common for group exercise numbers to be low during the summer months.  This leaves more weight on the shoulders of group exercise instructors/personal trainers to hold our clients accountable to their fitness regimen. Remember….keeping your clients accountable for their exercise is YOUR JOB! Make sure you nudge clients if they are missing their workouts this summer!

One of our personal trainers (Trevor Thomas) sent out the following email to his clients that didn’t show up for his early morning group exercise class this week!  Feel free to take ideas from this email and remind your “missing” group clients that you are watching out for them!

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Client Survey – Happy Client!

Posted by on July 8, 2015 at 4:49 pm

clientsurveyIt is that time of year again where we conduct our client survey. We conduct this survey 3 times per year and use it to create our updated group training schedule, make changes to the studio and use it to check in with our clients to make sure they are happy! You can learn more about the details on how we set up the survey, how we distribute the survey and what we do with the information in the blog post Happy Clients Mean More Clients

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Clients Can Lose The Weight For Good!

Posted by on February 5, 2015 at 11:00 am

WEIGHT-LOSS-PROGRAMI am sure your clients are like ours and their most common gripe is they struggle to lose weight and keep it off. Here is some simple info you can share with your clients. They really can lose the weight for good!

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Clients Can Party And Still Stay Fit

Posted by on December 22, 2014 at 4:46 pm


Many of your clients will be heading to family get togethers and parties over the next 2 weeks and it is so easy for them to just give in and say “I will be better after the new year.” As you know, as long as your clients have a plan…they can party and still stay fit.  Here is the plan I suggest to my clients.

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Don’t Let Your Clients “Give Up On Fitness” This Month!

Posted by on December 5, 2014 at 7:29 pm

Sherri SantaWe are just 1 month away from the biggest selling season in our industry, but that doesn’t mean that December can’t be a great selling month too! It is super easy for your clients to “give up” on their fitness during this crazy time of year. Don’t let them do it! Let them know that at least keeping up with some of their exercise is way better than doing none at all. Send them these tips on staying active. They will thank-you for it :)

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Encourage Clients This Winter!

Posted by on November 15, 2014 at 7:14 pm

sherri snowboard

‘Tis the busy season for most of us in the fitness industry, but sometimes our clients need a little encouragement to keep moving during the cold winter months. Here is what I like to suggest to our clients to keep them moving and coming in to work with our personal trainers this time of year.

In the summer, it’s easier to get outside to cycle, run, walk,or hike but as the weather gets a little colder and the nights a little darker, people spend a lot less time outdoors.  This lack of sunlight often leads to people experiencing Seasonal Affective Disorder (SAD) or the Winter Blues. Fortunately, I, as well as many other fitness enthusiasts, aren’t affected as much as by the winter blues as others are because of many of these tips below. Read more on Encourage Clients This Winter!…

Revenue with Running Programs Part 9 – Stretching

Posted by on October 26, 2014 at 1:07 am

If your clients are like mine….more and more of them are signing up for running events. This trend is not only wonderful for your clients’ and their health….it can also be an easy way for you to earn extra revenue with a running program! Check out how we operate our running program, set up your own and then use the info in this series to send to your clients to inspire them to join your running program!

Today we will focus on the importance of stretching for runners!

Now send your clients this info and then ask them to join you for YOUR running program!

Last week, we reviewed the importance of running technique and discussed how muscle tightness can affect your running mechanics.  So this week and next, we will focus on various mobility and release techniques to keep you running strong and injury free. Today, I’m going to start with wall stretching which is a very relaxing way to release and since most runners are super tight to begin with, they are more likely to do it since it’s not so painful!

Complete the following stretching program after each run or workout.  Hold each stretch for at least 30 seconds – ideally longer.  And remember, hold each stretch to the point of tension – not pain!

stretch wall hamstringsHamstring on the wall:

Lie on your back with your hips close to the wall and your legs positioned straight up against the wall. To make the stretch less intense, move your hips a few inches away from the wall.  To make the stretch more intense, keep your hips positioned right up against the wall and wrap a towel around your feet and lightly pull your legs a few inches away from the wall.  Feel your stretch in the muscles at the back of your upper leg.  Hold this stretch for as long as you feel comfortable – minimum 30 seconds each leg and ideally longer.  Try to relax and breathe in to the stretch.  Feel free to read a magazine or watch T.V. while holding this stretch.  This is a great stretch to do after a run because it assists in the recovery process as blood is flushed from the legs back to the heart.


Read more on Revenue with Running Programs Part 9 – Stretching…