5 Strategies to Get Your Prospects Showing Up for Their First Appointment

One of the most frustrating things for a personal trainer is when a new prospect doesn't show up for their first session. When this happens, energy, time, and money are all lost. Many prospects don't realize this though. They figure the personal trainer is going to be there anyway and probably couldn't care less if they showed or not. As a studio owner or personal trainer, you know the effect this does have on livelihood and on the bottom line.

1. Make it special

When your front desk person or trainer sets up the meeting/session time, make sure the prospect realizes that it is a privilege and that their trainer is taking time away from clients to meet with them. They may think that it is no big deal and that the time slot can be easily filled if they don't show, or they may think your trainers are there anyway and it won't be a big deal if they don't show. Let them know it is a big deal. An example of something to say would be “I can squeeze you in with (trainer name) at (time) between his/her regular clients.. how does that sound?” And follow this up with, "Can you see any reason you couldn't make this appointment?" This then gives them the opportunity to get their excuses out of the way, instead of searching for them later!

2. Call their initial appointment anything other than 'orientation'.

This word is very formal and can often assume the prospect is going to sign up. You want to keep it as casual as possible, offering solutions to the prospects pain, not pressuring them into your services. Calling the sessions a "Sales Presentation" can be equally uncomfortable. You could simply call it a "Non-sweat session” and let them know the first time they come in, they'll be going over the prospects goals, coupled with a 'try before you buy' experience with a trainer. Another good name we use is a "Solutions session"

*Note: Recent evidence shows that if you offer more of a “real” personal training session instead of an orientation for the first meeting, you will sell more personal training to these prospects. It allows them to experience a first class workout rather than a boring introduction to the studio.

3. Put a price on their first session, make it important

Instead of telling the new prospect this session is “free”, let them know that "The studio is paying for your first session(s) with a trainer". When they feel someone is paying for it or that someone will lose money if they don't arrive for their appointment, they will be more likely show.

4. Bring something!

If you have a book you have written, or any other freebies that you give them at their first session, make sure they know they will receive these when they arrive. People love free stuff, so make sure you have something tangible you can give them.

5 . Make sure you always confirm appointments, perhaps even twice. Once the appointment is booked, your trainer should call the prospect to introduce themselves and let the prospect know what to expect at their first session. Then, have your front desk staff call the day before, or a few hours before the prospects first session to remind them of their appointment. If in a PT Studio setting, I'd recommend the trainer meeting them send them a text, or even better, a video message! People love the human interaction and that they're not just another number. Video messages or phone calls always work best.

For many people, appointments that are not perceived as high priority are forgotten. Best forms of confirmation are the automated email with “click to confirm” option or text message prompting the new client to call the Studio if they cannot make it – putting the onus back on them.. and lastly the tried and true phone call confirmation never fails!