Coaches offer competitive prices in the relatively young fitness industry, where standards have yet to be established. However, some clients may be difficult to please, causing dissatisfaction and even threatening to leave. While it may be tempting to continue doing business with them, there are times when it’s best to let go of troublesome clients.
Short Term Approach
While you may be agitated and angry but we being a professional have to maintain and understand that at the end of the day clients are the ones that will help us grow and prosper, so here are a few things you can do to manage the situation
Attempt to find a solution:
Make an effort to come to a compromise and resolve it. This may entail outlining expectations in detail, negotiating a revised schedule or task scope, or clearing up any misunderstandings. Be receptive to suggestions from the client and attempt to come up with a solution that benefits both of you.
Be kind and professional:
It’s preferable to quit a troublesome client over the phone or in person if you do so. This enables you to communicate more directly and ensures that your message is understood. It’s crucial to give a detailed justification for your choice to end the professional relationship.
Be open and honest about your expectations going forward while outlining the reasons why you are unable to collaborate with them anymore. Even if the customer becomes agitated or defensive during this talk, it’s crucial to maintain your composure.
Keep your attention on the facts and resist the need to become emotional or defensive. Keep in mind that this is a professional conversation and not a personal one.
Refer the client to a different coach, if at all possible, who may be better equipped to suit their needs. why it’s crucial to refer a challenging customer in a respectful and professional manner.
This can ensure that the client has a great experience and may even result in recommendations in the future. Also, sending the client to a different expert who may be better able to meet their needs can help to guarantee that they get the greatest service and support available, which may be advantageous to everyone concerned.
Long Term Approach
The following actions could be taken to ensure that similar situations don’t occur again and that customer retention increases.
Identify the source of the issue: you must first identify the source of the issue. You will gain a better understanding of the client’s challenging behaviour as well as possible solutions thanks to this. Spend some time reflecting on your encounters with the customer and look for any trends or behaviours that might be problematic. You might want to enlist the assistance of additional peers, if necessary.
Establish firm limits if necessary; It’s critical to establish clear limits if the challenging client’s behaviour persists. Be unambiguous in your communication to the client about what is and is not acceptable. This can entail describing your policies on expectations, timelines, and communication. Make sure the customer is aware that there are consequences if they continue to act badly. Be tough yet respectful..
Think about how it will affect your company: It might be time to think about cutting the problematic client if their actions are hurting your company. Consider how they are affecting your time, resources, and other clients. Their actions may be interfering with your capacity to perform your duties successfully if they are causing you stress, annoyance, or disagreement.
The decision to part ways with a problematic client can be challenging, but it might be vital for both the success and health of your company and your personal mental well-being. You can make sure that you are giving all your clients the greatest service possible and looking after yourself in the process by taking the time to consider the situation and make an informed decision.
Author: Praveen Budhrani (INFS Faculty)