Troublesome clients? (A one for PT's!)

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We will all have at least one at some time in our PT career, the client who regularly;

Cancels with 5 mins notice

Does not turn up and when you ring them they say 'they forgot'

Turns up late but still expects 1 hour even when you have another client following

I'm not talking about the otherwise reliable person who is genuinely mortified on the few occasions that they do any or these actions but the regular offender who constantly disappoints.

So what can you do about this?

Well here's a few simple tips that have helped me reduce the number of no-shows/late shows that I have had.

1. Get them to sign a contract when they take you on as a PT that includes terms such as needing 24 or even 48 hours notice of cancellation in order not to be charged. Make sure that you go through these terms when they sign
2. Text clients on the day before a session to confirm their appointment
3. Remind clients of their responsibilities per the contract above if they digress (perhaps with a three strikes and you're reminded approach). This I find very hard as I'm worried it will lead to conflict but in the end if the client takes offence at you asking them to play fair with you and other clients do you really want them as a client?
4. Be on time yourself! It's always good to lead by example.

I think it's just plain rude to be late or not turn up on a regular basis – it suggests that the person you let down is of no importance to you. I expect courtesy from my clients as much as they have a right to expect it of me. I would rather work with less clients who are reliable it's less stress in the long term.

Surviving your ski trip!

A while ago I wrote and article about ski fitness and I know that this season some of my colleagues have done the same. These were mostly about getting fit to ski so that you will enjoy it more and get the most out of your trip. This one is different, it's about when you get there what to do at the end of each day so that you can go again the next day.

Firstly lets talk stretches, I know, I know, you forget, hey so do I and boy do I regret it in the morning. Let me make it easy for you – you don't have to stretch immediately after you take your boots off. How about you combine it with your shower in the evening – multi-tasking is the word here!

Hold each stretch for 10-15 seconds and make sure you can feel the muscles stretching, you should feel just 'mild discomfort'. Remember to do both sides where required too.

• Stretch one (front of leg) – standing on one leg (lean against the wall for balance if you need to), bend the other leg at the knee and grab the ankle pulling your foot towards your bottom, keep knees together and hips forward.
• Stretch two (back of legs) – legs hip distance apart, place your hands on the front of your legs and bend at the waist sliding your hands down your legs, go as far down as you can and hold.

Although skiing works mostly your legs you may find the the effort of using your poles to push on the flat areas will also be felt in though arms so here are two more for arms and chest/shoulders.

• Stretch three (back of arm) – bend your arm at the elbow and drop your forearm between your shoulder blades. Use the other hand to gently pull the elbow so you can feel a stretch in the upper arm at the back
• Stretch four (chest/shoulder) – with you upper arm straight out at your side at shoulder height place your palm and lower arm against the wall, lean slightly forward and feel a stretch at the top of the arm into the shoulder and chest.

Now lets take care of hydration – remember even a little amount of dehydration will affect your abilities and you do not feel thirsty until you are a long way past that mark. Also, don't get to thinking that because its cold you don't need to take on water - let's be honest here, you will sweat when skiing.

If your usual intake is two litres a day then you need at least that – the exercise will mean you lose more water and as you're on holiday you may also be drinking a little more alcohol than usual so this needs to be balanced with more water. Have water with breakfast, if you stop for a hot drink get more or better still carry some with you and ensure that you drink a little each time you stop. Have water with your dinner as well as your wine/beer/cocktails too.

I mentioned alcohol in the last section and I will again here – as it often says in the in flight magazine on your way to the resort, altitude and alcohol don't mix well. Your ability to cope with alcohol is affected by the altitude in resort too. Alright, I know it's not quite the height of a plane or a pressurised cabin but it still has a worse effect on you than at your usual height from sea level due to reduced oxygen intake in the brain (or so the articles I've been reading have found).

Enjoy your holiday and look forward to the next one with these simple tips!

Hello? Is there anybody there?

So far this month I've spent more time on the phone than in training and its made me think a bit more about my mobile phone and how I answer it, or not, as the case may be...

I'm talking about answer phone messages here guys – what does yours say about you?

No message or service providers default message: How will a client know that they have reached you when you can't answer the phone? How do you know that they will call back – they may not leave a message if they don't know that they have the right phone.

Just name and 'leave a message': – Why aren't you mentioning that you're a PT? They may still miss your name and this gives a second chance to ensure that they know that they have got the right person before, hopefully, leaving a message.

'Ordinary' sounding message: My little sister (who is not local to me) called a PT and on hearing a rather dull/monotone message she did not leave a message and decided to try someone else instead. Don't be dull, a client can't believe that you can motivate them in person if you can't even motivate them to leave a message.

Upbeat, happy 'sorry I'm busy training' message: A positive attitude is infectious and will encourage clients to want to train with you and hence leave a message this time. By saying you are busy training it tells the client that you are in demand, good at your job and again encourages them again.

So if you want the business you need to be there even when you're not – get you answer phone message recorded an make it;

Upbeat

Friendly

Not too long

Clear

State why you're not able to take the call (you're busy of course!)

Oh and one more thing – check it regularly (to make sure network errors have not 'dropped' it from your system), change it for major events and make it personal to you!

The Disney PT Experience

Do you give your clients the full Disney Experience? No, I don’t mean wearing silly costumes!

What I mean is this…

Everyone one at Disney is made to feel special – like they are the most welcomed guest. At restaurants they always exceed expectations for waiting times and nothing is too much trouble. Every day is a special day, a celebration.

I’ve seen behind the scenes I’ve studied their operations as both a customer and student and I think we could do worse than to learn from Disney. So here is my ‘Disney Client Charter’ that I think we should all follow in our PT work and the world may even be a better place if we followed it always in all walks of life!

1. Focus on your client – they are the most important thing in your life and theirs in each and every session and contact. Make them feel special.

2. Exceed expectations – always be just a few minutes (too early is poor service too) early and never rush clients off at the end of sessions (think carefully when you plan back to back clients).

3. Smile – oh, yes we often forget this one but it goes a long way and not just face to face but if you smile before you pick up the phone it makes a difference to your voice and attitude.

4. End on a high – congratulate your client on all their hard work and send them off with a smile on their face, that way they’ll want to come back!

So if you want a ‘Happy Ever After ending’ – follow the Disney charter!

Ok here goes - does this Ping thing work?!!

Gym'll fix it?

As ever I'm restless near the end of another accountancy training term - did I mention that this is my other job? I teach people to pass their accounting exams - I'd not say 'to be accoutants' because they can only be that with practise!

So, I've been looking at ways to increase my PT income and I have 2 new lines under development;

A weekly boxercise circuits class in a local community hall (6 week trial to begin with)
Buying the equipment and client list of a local small leasehold gym

The boxercise class I should have done sooner but life gets in the way - the gym came up a little earlier than I would have expected purely by chance........

I was browsing estate agent sites on the web looking for property to buy or rent to set up a PT studio. I have been informed that the usage type I need to be allowed to do this is difficult to get agreed by the local council (anywhere in the UK). As I mithered about I saw an ad for a gym and of course I had to look!

Now, I'm a free weights and mixed gym girl at heart and the gym I'm looking at is not. But looking at financial projections I think I can make a go of this if I can add more members, some classes at quiet times and also before and after the usual hours, I can even add some PT work for members and non-members for me and others.

It will take some work - I'm not afraid of hard work. However Mr BristolPT (the hubby) is a bit more risk averse and I'm working hard just selling the idea to him! Oh, well - I plan to work there for a day soon to get a real feel for it, wish me luck!

Head for the hills!

A Little blog to help you weekend mountain bikers out there!

Mountain biking – Get fit and get kit!

I went out biking with my hubby at the weekend – due to the harsh wind we decided to head for the protective cover of the woods and mountain biking instead of being blown all over busy highways on our road bikes.

Now I’ve not ridden my mountain bike since a triathlon last year and I’ve not been doing any specific training either! So, this was gonna hurt but at least it helps me to share with you exactly which muscles are needed (via the feedback of a bit of pain and soreness) and to identifies what kit and which little upgrades could help reduce some of the worst excesses when you go out for a ride.

I’m making no mention of the bike here – this is very much down to your riding style, terrain ridden, budget, size, weight, in fact more variables than you might think. For help and advice here contact a local bike shop or two and try before you buy. If you can wait and you can get to Birmingham (new venue in 2011) the Cycle Show in October is a great place to see many manufacturers in place www.cycleshow.co.uk. I’ve also not quoted prices as there are so many choices and suppliers that all but the serious kit options can be found at most price points.

Basic kit

There are 3 MUST have things on my bike kit list (apart from the bike), 4 for the girls, they are;

A helmet – quite frankly you’d be mad to ride without one. Make sure your helmet fits right – it should stay on with just the head strap the chin strap is merely an extra to stop it from flying off if you fly through the air. Make sure it covers your forehead too, I’ve seen lots of skidlids placed jauntily on the back of people’s heads, this will not protect you properly in a crash or fall. It MUST also comply with safety standards – look at the labels.

Cycling shorts – you can spend lots of money on these but you don’t have to. The best alternative for infrequent bikers is probably short liners – they are padded and worn under any trousers or shorts you may already have. A little note about what to wear under them – ahem.......most comfortable if worn commando, i.e. next to skin.

Gloves – It’s going to be bumpy so a pair of gloves will help absorb some of the shock especially a pair with pads or gel inserts. They will also reduce callouses on your hands from gripping the bars and in my case stop my hands getting torn by the trees I push past or hit.

Item 4 for the ladies – wear a good supportive sports bra (level 3 or above), the lumps and bumps on the trail are going to be challenging enough without them causing you more pain and damage.

Good investments

These are not MUSTs but are still good items to have to make your ride a more pleasant experience;

A good saddle – mens and womens saddles should be different as we are a very different shape so make sure you have the right type for you first and if are still suffering from numbness or pain go talk to your cycle shop about sizes and types. However, don’t expect not to have any soreness unless you ride very frequently.

Better handle bar grips – these can absorb some of the trail vibrations and reduce that juddering feeling.

Stiff soled shoes – Although cycling shoes and clipless pedals would be the best thing to cycle in the next best is to make sure that your shoes do not allow your toes to flex. If you wear soft soled trainers you toes can bend down around your pedals leading to cramp, numbness and pain. Adventure racing shoes can be also great choice as these can also be used for walking and running.

Bigger volume tyres – (e.g. upgrade 1.9 to 2.1) will be higher and wider to spread the shock and weight and if ridden a little below full pressure, a little trial and error here may be needed based your wheels and the feel of your ride. Too little pressure will result in a pinch flat or a deformed wheel. Tyres can make a surprisingly large difference to your riding enjoyment.

Serious kit

If you’re planning on serious mountain biking and riding a lot or doing some really technical courses you might also need;

Carbon fibre handle bars – again these will absorb the shock but are very expense and need care when fitting.

Protective padding/guards – available for shins, knees, elbows, back, anywhere that you might damage in a serious fall in fact.

Simple adjustments

Riding position and wrist position if wrong can ruin an otherwise good ride, make sure your bike is set up for your leg length and height to begin with and that your wrists are not at an angle when reaching for the brakes.

After riding for a while you can try adjusting saddle height, handle bar height, distance of saddle from handlebars to suit your exact requirements and moving break levers for easier access.

Having got you bike and yourself all kitted out and set up to your liking it’s now off to the woods/hills/mountains/trails. You’re going to use a lot of muscles, here are some of the main ones and some ideas or how to get them ready for the ride;

Core – it may sounds strange to you that I’m starting here but without good core you can’t even sit on the bike. Luckily though few of us are so bad that we can’t at least sit and pedal. However, on the trails steering is less about the handlebars and more about core ability and body position.

My key core exercises would be BICYLE (of course!) opposite knee to elbow, ensuring a big twist a the waist and the straight leg to be as low and parallel to the floor. FROGGIES (or V-crunches) with arms out to the sides. CAT STRETCH to ensure the spine is also flexible and strong. PLANK could also be used to simulate periods of static body position on downhill sections

For the arms and upper body I recommend PRESS-UPS, these can be full or half press-ups, preferably at your own handlebar width, TRICEP PRESS with a dumbbell, LAT PULL DOWNS to engage shoulders and use upper back.

Last but by no means least you also need to use your legs – a lot! After my session my quads were burning so I will be doing plenty of SQUATS with dumbbells and also some static WALL SQUATS. I won’t be leaving out my calves either with some DROPS and RAISES on the stairs at home to stretch and strengthen these muscles.