How would you handle a situation where a client is not satisfied with their functional training results?

Client Training/ coaching is not a one-way street. Feedback and active modification of the approach are highly important. As a coach, your job is to make sure that you ask enough questions from your client. Understand the concern and then provide a solution for the same. High/ Unrealistic expectations are one of the major reasons for client dissatisfaction. To avoid this, set realistic goals and do not promise impossible results just to convert the client. You may get one-time payment, but you will lose in the long term. Be real, be honest and be open to feedback.

Listening actively is key in this situation. It is very important to understand that you may not like what your client has to say or agree with it; but know there is a little bit of truth in everything. Have empathy, paraphrase what you heard and make sure you understand. Your client should feel heard and understood; ask questions until you fully understand. Gather all the information you can so you can figure out what changes need to be made not only on your clients end, but on your end too. Actively listening, showing empathy and figuring out what needs to be done builds trust and shows the client that you value them.

Hopefully, you have some numbers and goals from your initial assessment with them (if not, this will be a big learning experience.) Take a look at the information and ask yourself a few questions. How do these original numbers line up with where the client is today? Has progress been made or has progress been stagnant? Were their goals specific enough? Did you and the client break that big goal up into tiny ones? If there was just one big goal; you have missed all they "tiny" wins to celebrate. Did they have unrealistic goals and they need to be modified? Did you give them unrealistic expectations? As a trainer it is our job to help our clients reach their goals but make sure they understand what it realistic and what to expect.

If a client is unhappy with their results; something needs to change. Even if the adjustments are minor, change is needed or the client will feel you did not listen. Adjust the training program based on the feedback you received. What does the client need to make the progress he/she wants? What changes need to be made to keep them motivated and feel like they can make the changes they want? Maybe you need to replace exercises with exercises that make the client feel strong. Maybe the intensity needs to be increased, or and exercise they have always struggled with needs to be removed. Take this as an opportunity to rebuild trust, faith and motivation your client has; because if they feel there is no progress again they may not be back.

Educate your client from day one; training should be a learning experience for them. Your goal should hopefully not only be to help your client achieve their goals but also give them the knowledge and confidence to go out on their own one day. Explain the benefits training will have on their daily life and health. Explain the muscles used during an exercise, why it has been chosen and the benefits it has. This can also help a client understand what is realistic for goals, and when to expect progress. Knowledge can also help them see the value and importance of training.

Communicating frequently can avoid serious dissatisfaction later. Check in often with your client to make sure they are happy with their program and progress; adjust when needed. Make sure you have created an environment where they feel they can come to you with their feedback, concerns, etc when they arise. By being in consistent communication with your client and showing interest in their experience you build a stronger relationship. Your client trust they are in good hands with someone who actually cares about their progress. You also show your client how committed you are your field.

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