What would you think of this response from a personal trainer?

[Anonymous]

I had a personal trainer session scheduled and had to cancel earlier in the day . The personal trainer emailed me later in the day saying no worries. I find out later she deducted one of my sessions from my package. I feel she should have explained this to me instead of brushing it off with " no worries". Am I wrong? I'm fine with deducting a session. I get that it's her time. I feel it could have been handled better. My first session was messed up because she gave me the wrong location. I ended up rushing through the first session because I needed to get home and relieve the babysitter.

[Anonymous]

Do you have a contract that states all of this?

[Anonymous]

Was there some sort of contract? Maybe that was stated in the contract so the personal trainer assumed you already knew that would happen?

I do agree though, even if that was the case, it would have been nice if the trainer said "no worries about cancelling, but please note per our contract today's session will be deducted from your package..." Even though not obligated it's good customer service.

[Anonymous]

I would assume with anything like that (personal trainer, masseuse, private yoga lesson) that canceling with less than 24 hours notice would mean I was going to be charged for the session. I think that is the industry norm.

The first session issue with the wrong location is a separate issue, and you should have dealt with that when it happened.

[Anonymous]

Anonymous wrote:I would assume with anything like that (personal trainer, masseuse, private yoga lesson) that canceling with less than 24 hours notice would mean I was going to be charged for the session. I think that is the industry norm.

The first session issue with the wrong location is a separate issue, and you should have dealt with that when it happened.

+1. The only exception would be if you have a long standing relationship with the trainer and you've been accommodating about her needing to reschedule with short notice in the past. I worked with the same trainer for a few years and she had to reschedule at the last minute a handful of times. I was always ok with it so she was fine on the 1 occasion I needed to reschedule.

[Anonymous]

Anonymous wrote:Was there some sort of contract? Maybe that was stated in the contract so the personal trainer assumed you already knew that would happen?

I do agree though, even if that was the case, it would have been nice if the trainer said "no worries about cancelling, but please note per our contract today's session will be deducted from your package..." Even though not obligated it's good customer service.

Op here: this was my thought.

[Anonymous]

Anonymous wrote:Was there some sort of contract? Maybe that was stated in the contract so the personal trainer assumed you already knew that would happen?

I do agree though, even if that was the case, it would have been nice if the trainer said "no worries about cancelling, but please note per our contract today's session will be deducted from your package..." Even though not obligated it's good customer service.

That sounds all well and good, but I know some people who do similar work (private sessions), and what I've gathered is that when they say that, they get excuses. So they say exactly what you just said, and then the person says something like, "Well, I normally wouldn't cancel, but my child is sick..." or something similar and tries to guilt them into letting this one go. It almost always turns into an awkward conversation. They've found more success in simply stating the terms in the contract or when explaining rates and then holding them to it. They get fewer cancellations that way and without a bunch of excuses/guilt trips.

That's a difficult business to be in because if people cancel last minute, you can't easily fill that spot and you just lose money. Once people learn that that is the way it is (and it's all businesslike and without negotiation), you get better compliance from clients. They actually will give more notice if they need to cancel, or they won't ever cancel.

My suspicion is that OP is upset because she was hoping not to be charged for the session. She would have been just as upset if she found out when she cancelled. That wouldn't have made a difference. Or maybe she wouldn't have cancelled after all if she had known, but that's kind of crummy of OP.

[Anonymous]

20:07 I should add, cancelling a personal training session last minute isn't like cancelling a hair or nail appointment. It's not like the personal trainer can hope for walk-ins to still make income.

[Anonymous]

Anonymous wrote:

Anonymous wrote:Was there some sort of contract? Maybe that was stated in the contract so the personal trainer assumed you already knew that would happen?

I do agree though, even if that was the case, it would have been nice if the trainer said "no worries about cancelling, but please note per our contract today's session will be deducted from your package..." Even though not obligated it's good customer service.

That sounds all well and good, but I know some people who do similar work (private sessions), and what I've gathered is that when they say that, they get excuses. So they say exactly what you just said, and then the person says something like, "Well, I normally wouldn't cancel, but my child is sick..." or something similar and tries to guilt them into letting this one go. It almost always turns into an awkward conversation. They've found more success in simply stating the terms in the contract or when explaining rates and then holding them to it. They get fewer cancellations that way and without a bunch of excuses/guilt trips.

That's a difficult business to be in because if people cancel last minute, you can't easily fill that spot and you just lose money. Once people learn that that is the way it is (and it's all businesslike and without negotiation), you get better compliance from clients. They actually will give more notice if they need to cancel, or they won't ever cancel.


Op here: I am not upset. It would have been nice if she explained this because her message of no worries made me think it wasn't a big deal. I was 3 months postpartum without backup childcare. My husband got stuck in traffic and couldn't make it home on time. I am a new client.





My suspicion is that OP is upset because she was hoping not to be charged for the session. She would have been just as upset if she found out when she cancelled. That wouldn't have made a difference. Or maybe she wouldn't have cancelled after all if she had known, but that's kind of crummy of OP.

[Anonymous]

Anonymous wrote:20:07 I should add, cancelling a personal training session last minute isn't like cancelling a hair or nail appointment. It's not like the personal trainer can hope for walk-ins to still make income.

No it's not. I already paid for a pancake in advance. It's not like this at all. Hair dressers usually don't charge for cancellations by the way.

[Anonymous]

What gym was this if you don't mind me asking? I've had a similar experience at chain gyms. They don't train their employees very well

[Anonymous]

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:Was there some sort of contract? Maybe that was stated in the contract so the personal trainer assumed you already knew that would happen?

I do agree though, even if that was the case, it would have been nice if the trainer said "no worries about cancelling, but please note per our contract today's session will be deducted from your package..." Even though not obligated it's good customer service.

That sounds all well and good, but I know some people who do similar work (private sessions), and what I've gathered is that when they say that, they get excuses. So they say exactly what you just said, and then the person says something like, "Well, I normally wouldn't cancel, but my child is sick..." or something similar and tries to guilt them into letting this one go. It almost always turns into an awkward conversation. They've found more success in simply stating the terms in the contract or when explaining rates and then holding them to it. They get fewer cancellations that way and without a bunch of excuses/guilt trips.

That's a difficult business to be in because if people cancel last minute, you can't easily fill that spot and you just lose money. Once people learn that that is the way it is (and it's all businesslike and without negotiation), you get better compliance from clients. They actually will give more notice if they need to cancel, or they won't ever cancel.


Op here: I am not upset. It would have been nice if she explained this because her message of no worries made me think it wasn't a big deal. I was 3 months postpartum without backup childcare. My husband got stuck in traffic and couldn't make it home on time. I am a new client.





My suspicion is that OP is upset because she was hoping not to be charged for the session. She would have been just as upset if she found out when she cancelled. That wouldn't have made a difference. Or maybe she wouldn't have cancelled after all if she had known, but that's kind of crummy of OP.

Basically, you proved my point. You launched into your hardship situation, which is exactly what you would've done if she said, "Well, I'll still have to deduct a class." And then she would have been the bad guy for not having sympathy.

Massage therapists and personal trainers deal with that sort of thing all of the time. If she is a good trainer, then you'll still go to her and be sure not to cancel. If she isn't a good trainer, you probably would drop her after your sessions are up anyhow.

[Anonymous]

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:Was there some sort of contract? Maybe that was stated in the contract so the personal trainer assumed you already knew that would happen?

I do agree though, even if that was the case, it would have been nice if the trainer said "no worries about cancelling, but please note per our contract today's session will be deducted from your package..." Even though not obligated it's good customer service.

That sounds all well and good, but I know some people who do similar work (private sessions), and what I've gathered is that when they say that, they get excuses. So they say exactly what you just said, and then the person says something like, "Well, I normally wouldn't cancel, but my child is sick..." or something similar and tries to guilt them into letting this one go. It almost always turns into an awkward conversation. They've found more success in simply stating the terms in the contract or when explaining rates and then holding them to it. They get fewer cancellations that way and without a bunch of excuses/guilt trips.

That's a difficult business to be in because if people cancel last minute, you can't easily fill that spot and you just lose money. Once people learn that that is the way it is (and it's all businesslike and without negotiation), you get better compliance from clients. They actually will give more notice if they need to cancel, or they won't ever cancel.


Op here: I am not upset. It would have been nice if she explained this because her message of no worries made me think it wasn't a big deal. I was 3 months postpartum without backup childcare. My husband got stuck in traffic and couldn't make it home on time. I am a new client.





My suspicion is that OP is upset because she was hoping not to be charged for the session. She would have been just as upset if she found out when she cancelled. That wouldn't have made a difference. Or maybe she wouldn't have cancelled after all if she had known, but that's kind of crummy of OP.

Basically, you proved my point. You launched into your hardship situation, which is exactly what you would've done if she said, "Well, I'll still have to deduct a class." And then she would have been the bad guy for not having sympathy.

Massage therapists and personal trainers deal with that sort of thing all of the time. If she is a good trainer, then you'll still go to her and be sure not to cancel. If she isn't a good trainer, you probably would drop her after your sessions are up anyhow.

Um I didn't explain why I couldn't make it know it all. And no I wouldn't have been upset if she told me this the day I cancelled. Things would have been clear. She gets paid regardless so I don't agree that it's a hat business. Hairdressers are very different . A lot of times when someone cancels they do not get paid or are not able to schedule someone else. I get that. I am going to drop this personal trainer anyway. She takes forever to respond to emails and I haven't been happy with our sessions. She dies sessions at her home BTW.

[Anonymous]

Anonymous wrote:

Anonymous wrote:20:07 I should add, cancelling a personal training session last minute isn't like cancelling a hair or nail appointment. It's not like the personal trainer can hope for walk-ins to still make income.

No it's not. I already paid for a pancake in advance. It's not like this at all. Hair dressers usually don't charge for cancellations by the way.

Yes they do. Mine has a 24 hour cancellation policy.

[Anonymous]

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:.

Basically, you proved my point. You launched into your hardship situation, which is exactly what you would've done if she said, "Well, I'll still have to deduct a class." And then she would have been the bad guy for not having sympathy.

Massage therapists and personal trainers deal with that sort of thing all of the time. If she is a good trainer, then you'll still go to her and be sure not to cancel. If she isn't a good trainer, you probably would drop her after your sessions are up anyhow.

Um I didn't explain why I couldn't make it know it all. And no I wouldn't have been upset if she told me this the day I cancelled. Things would have been clear. She gets paid regardless so I don't agree that it's a hat business. Hairdressers are very different . A lot of times when someone cancels they do not get paid or are not able to schedule someone else. I get that. I am going to drop this personal trainer anyway. She takes forever to respond to emails and I haven't been happy with our sessions. She dies sessions at her home BTW.

NP here. Sounds like the trainer absolutely was right to charge the session to you. I hate to be harsh but bad planning on your part does not give you the right to cancel without paying, especially with such a weak excuse. I also have to admit that I absolutely hate it when women play the whiny 'but I just had a baaaaaby' card. Well, so have I. Five times. And I am still able to recognize that when I engage the services of another individual to provide professional services for me or my family then that individual is depending on me upholding my commitment.