FAQ

Can I train when clients are here?

We encourage all of our trainers to use the studio for their own training. We ask that training during peak time periods be limited to only when it is unavoidable, and during these times the staff member’s training should be very mindful of the amount of equipment being used, as well as the type of training they are doing. Keep in mind that the majority of our clients are intimidated by gyms and won’t like the dropping of weights etc

Long-term clients will enjoy seeing you train and doing things that they can’t but keep in mind people who have never trained would  feel entering this sort of environment. First Impressions last!

Outside of peak times (6-8am and 430-630pm) we love having everyone training here and just ask that the place stay tidy and the equipment be respected.

What if my client doesn’t show up?

If your client does not show up for their session you should attempt to call them within a few minutes of the scheduled start time. If they don’t answer, leave a voicemail.

Follow this up with a quick casual text asking if they are coming.

Remain on premises until at least 15 minutes after scheduled start time to allow for any late arrivals. This is especially important if you are charging the client for their session, as you are charging them for your time so you should give them every opportunity to arrive. If you haven’t heard back from client via call or text after 10minutes, and they still haven’t arrived, you may leave the premises and charge the client a “no-show”.
Please do not leave the premises a few minutes after the session time as we have had previous occasions where the trainer has left and the client arrived late. You cannot expect to be paid for the session if this situation occurs, so please give the client every opportunity to complete their session.

Remember again that you are being paid for their no-show so it is not acceptable to leave.

Do I receive anything for bringing in a client to Wellfit. Through external resources or a referral from my client?

As a bonus for sourcing your own new clients for WellFit. Trainers will receive their normal session payments, as well as the entire first week of payment by the new client.

For example if you sign on a new member for 3 sessions per week at the 24wk rate, you will be paid as normal on your invoice for the sessions plus an additional $126.

A great goal by our trainers is to source one client per month!

This applies to any new group clients that were brought in by any trainer, and also to any client who signs on as a referral from a trainer, even if they become a client for someone else.

Bonuses will only be paid for clients who commit to our normal 12 or 24 week programs on direct debit, or who pay in full for the equivalent amount of sessions.

What do I do with my clients if I need to go away?

If clients are away for a pre-determined period of time then use the “Client away” sheet to detail the dates they will be away and how many sessions they will miss. This will allow to client to stay off hold, and their payments will resume when they return from their break without any further action from us.

If a client is going away for an indefinite amount of time then this needs to be spoken to your manager and made aware of the situation surrounding it.

 

DO NOT use the client away sheet for indefinite holds or client cancellations. Once you have spoken to manager about client’s situation, their debits will be placed on an indefinite HOLD.
In our experience, many clients will use going on HOLD as an easy way of cancelling their membership without any awkward conversation. For this reason we always ask the trainer to have a follow up date scheduled with the client as to when they think they will likely return. You should also continue to have some contact with your clients while they are on hold, through regular text messages or phone calls.

What do what does the client get if they refer a client?
The Wellfit Referral deal is 2 for 2.

One-on-one clients:  Current clients get 2 FREE sessions and the New clients gets there first 2 sessions FREE.
They must sign up on 12 an 24 week plans to receive this,

Group Clients: Get 2weeks for the current client FREE and the New Clients receives their first 2 weeks FREE.
They have to sign up on 6 and 12 week plans to receive this and there time period starts at the end of their 2 weeks free.

What do what does the client get if they refer a client?
The Wellfit Referral deal is 2 for 2.

One-on-one clients:  Current clients get 2 FREE sessions and the New clients gets there first 2 sessions FREE.
They must sign up on 12 an 24 week plans to receive this,

Group Clients: Get 2weeks for the current client FREE and the New Clients receives their first 2 weeks FREE.
They have to sign up on 6 and 12 week plans to receive this and there time period starts at the end of their 2 weeks free.

How much are the Group Sessions for Clients and is this any cheaper if they are doing two pts a week?

Any additional group sessions on top of Personal training is an additional $14 per session

Are clients allowed to bring a friend for a trial session?

We offer a free trial session to anyone who is interested in training at WellFit. This applies to 2on1, 1on1 or group session. If a client wishes to bring a friend along for a trial then we encourage that, the client will still pay for their normal session rate, and should the friend decide to join on then the new rate will be organised and any referral bonuses will be arranged.

How much notice do you expect if a client cancels a sessions.

6 hrs cancellation notice.

Do you let clients re book if they cancel?

This is a very subjective question and will come down to your relationship with the individual client, and how consistently this happens with each client. It all comes down to whether you wish to be paid for the session that the client cancelled and wished to re-book, and also the notice that was given by the client.

If the client provides no notice for a cancellation then you are not obliged to re-book them for that specific session, however please keep in mind that charging clients continuously for cancelled session will likely result in them cancelling their training altogether. If you have time to re-book them during that week then i would always aim to do that, however frustrating it can be at times.

If a client repeatedly late cancels then you need to have a conversation with them surrounding this behaviour and let them know that they need to give you at least 6 hours notice (wherever possible) otherwise they will be charged. Do not continue to charge the client for sessions that they believe they will be caught up in the future as thats when we have a bigger mess to clean up.

This particular topic really does come down to communication with the client so they know where you stand on this issue, and then your relationship with each individual client and how often they expect this of you.

Can I train at Warners bay and Broadmeadow?

Trainers are welcome to train at both studios. The studio manager must be notified before training at your non-work studio.

What are the payment options if someone doesn’t want to do direct debit?
Options are that they can do paid in full on their sessions.

For a better price option suggest that they do the 2 sessions per week on 12 program. Then if they want to work through their sessions faster they can.

My client hasn’t reached the end of their commitment but they want to stop. What do I do?

Speak to your studio manager in regard to this.

What do I do if my client has gone without reason and isn’t returning messages?

This will happen from time to time. Please don’t rely on text messages as your only medium of communication with clients. If you have a client who hasn’t responded to a text message, then give them a call and leave a voicemail. If you don’t hear back again, wait 2 days and call again but this time don’t bother leaving another VM.

In the case that they still haven’t returned contact following these efforts, let your manager know ASAP so payments can be modified and the client put on hold.

If a client does not show for a session and is not returning messages, then no more than 1 session can be invoiced by the trainer as a no-show until further contact is made.

What are our rules around the music?

We use pandora for our music in the studio. We have 2 different stations that we use during

peak times. These are WellFit Rock and WellFit Upbeat. Please refrain from changing the stations to anything outside of these stations while clients are present.

If you have a client at an off peak time and you know a certain style of music they like then of course you can put it on for them, mainly if they are the only one training.

These stations create a consistent energy to the studio. Previously when we allowed random stations to be played at the trainer’s discretion there was no consistency. Many clients have commented on how much they enjoy the current music, and in previous client surveys prior to the change it was one of the consistent requests.

If you are training and the studio is empty, check with any trainers around if they have more clients and then go for whatever music you like.

Warners bay studio currently uses Spotify due to not having available internet connection .