Well, it doesn’t end there. There are a great number of additional items that need to be completed in order to maintain an excellent level of client care. It is important to have appropriate systems and processes in place to maintain a professional image. Looking after the details is a large part of what convinces a client to re-sign.
Start with devising a checklist for each client file. This is a great way to make sure all clients have filled out all the proper paperwork and received all promised promotional offers. It is all in the details – the extra added values develop a long-term relationship with your clients.
Here is what a typical New Client Checklist consists of:
- Client file folder
- Client information package (includes cancellation policy and session expiry dates)
- Personal Training Contract
- Completed PAR-Q
- Completed Lifestyle Questionnaire
- Completed Medical History Questionnaire (optional)
- Copy of the client receipt of payment
- Thank you card / email sent
- Recipe card for birthday
- Resources sent to client (chiropractor, physiotherapist, naturopath)
- Client referral process explained and email sent
Be sure to thoroughly review all completed clients forms before the first training session – make the trainer initials the bottom of each page of each form. A few years ago, one trainer failed to review the PAR-Q after it was completed and did not notice a YES answer to one of the 7 questions. Fortunately, no serious health issue resulted, because the liability would have been squarely on the trainer.
Using a checklist before/after the first client meeting will ensure your paperwork is up to date and your client receives excellent customer service. And remember, for legal purposes, all documentation/signed paperwork needs to be kept on file for 7 years.