The Session Delivery Template
Every time you go to the hairdresser they cut your hair. But what else do they do? If it’s a good hairdresser they’ll meet and greet you, sit you down, give you a coffee, have the magazine you like, lather your hair and massage your scalp, etc.
Going to the hairdresser involves being put through a process that is enjoyable. The more enjoyable the process for you, the more you’ll be happy to pay. The more consistent the process is the more likely you’ll have the confidence to go back and invest again.
The same applies to personal training. A personal training session has a beginning, middle and end. It has a framework that the value hangs off and is delivered through. The better the experience the more clients pay. The more consistent the experience the more often they’ll want to invest in it.
So lets have a look at a session delivery framework and see what each step is for, how it affects the client and therefore why it’s valuable. We use this session delivery structure to help you build immense value quickly for your clients and ensure that delivering consistently excellent sessions is easy. Again, some trainers don’t stick to a session structure, and aren’t that consistent. It’s a risky game to play, after all no-one wants a Mohawk from the hairdresser one day and a perm the next each time with a different drink, magazine, stylist and colour! ‘Get good (valuable consistently) before you get greedy.’
The session delivery template
|
Stage |
Step |
What it is that’s done and how |
What it does to the client / trainer |
|
Confirmations |
Email client the day before |
The day before the session email your client a confirmation |
Reminds client, increases the importance as you’ve invested time in contacting them (obligation increases), is positive and professional so builds trust |
|
Text client to confirm 8 hours in advance |
Eight hours before text your client to confirm including any ‘reminders’ for gear etc |
Reminds and organises client. Enables them to contact you early if issues, builds trust, obligates them to show up. |
|
|
Session Preparation |
Programme |
Have the clients plan and programme on hand. |
Shows you are organised and makes client feel special |
|
Pay-offs |
Have any tips, results, gifts on hand. |
Shows you have thought specifically about the client making them feel special |
|
|
Tools |
Snack, drink, sweat towel and any training equipment. |
Shows your client you care and they’re in safe hands building trust |
|
|
Welcome |
Greeting |
Meet and thank for making time to train, shake hands, make eye contact, observe, take any payment / complete any payment administration. |
Builds rapport and establishes a payment routine. Is positive and puts clients at ease. |
|
Check clients mental state |
Ask how their day has been or how they are feeling – observe. |
Allows the client the opportunity for ‘dramatic relief’ telling you about anything on their mind / affecting them. Helps you understand their focus and allows you to support them. |
|
|
Check clients physical state |
Ask if they have eaten in the last two hours, what they have had to drink, how their body is feeling. |
Reinforces what is expected in terms of preparation, allows you to adjust the planned session to meet their situation. |
|
|
Session Introduction |
Session overview |
Cover what the session involves from warm-up to cool down, cover any peaks, mention the types of exercise, link everything to the benefits they seek through your language. |
Lowers client anxiety, focuses them, prevents them from holding back during session, motivates them to invest effort in the session. |
|
Link to plan |
Link the training clearly to their plan and emphasise the progress they’ve made to date and how this session contributes. |
Builds confidence, reinforces buy-in to the plan, praises them for work to date. |
|
|
Engagement |
Check by asking a question if they are ‘ready to make some more progress?’ |
Focuses and motivates |
|
|
Session Delivery |
Instruction |
Instruct exercises using correct cues and demonstrations. Deliver the correct experience through communication, setting, intensity, type of exercise. |
Delivers maximum value by ensuring the experience is tailored to the client. |
|
Motivation |
Positively reinforce the correct techniques, effort, progress. |
Accentuates the positive building client confidence, commitment and capability. |
|
|
Session Summary |
Review |
Ask them how they felt during the session, what they want more of or less of. |
Gathers feedback from client giving them input showing respect and care. |
|
Feedback |
Congratulate them on effort and execution giving specific examples. |
Gives client praise and the opportunity to get more praise from others afterward. |
|
|
Reminders |
Cue them on things you’ll progress next time in line with their improvement / needs. |
Pre-frames the next steps committing client to future progress and training. |
|
|
Farewell |
Pay-offs (remind of referral programme) |
Give them their snack, refill water, give them any tip sheets, information, articles, thoughtful presents. |
Both positive and sometimes surprising for the client, shows thought, care and a focus on giving the client what they need for success |
|
Next session pre-frame |
Pre-frame the focus of the next session, benefits, and link to plan, confirm day and time. |
Commits client to the next session, shows structure and builds confidence. |
|
|
Session administration |
De-brief |
Write up the de-brief to include the clients verbal feedback and your observations during training including how you think it went and what you could improve and how. |
Captures learning from the session whilst the session is fresh in the trainer’s mind. |
|
Next session plan |
Take any changes and write up the next session plan; include changes to the programme and it’s delivery (communication used, setting, intensity, mode) |
Allows improved experiences to be delivered next session |
|
|
Plan / programme update |
Make any updates to the individual programme the client has (if training alone at times) and the exercise plan as necessary – within 24 hours. |
Keeps the client’s training information fresh, in line with progress and impressive. |
|
|
Follow up |
Training summary (ask for referrals) |
Email session summary including progress made across execution (technique), loads/intensities, durations, any milestones. |
Gives the client a record of progress that they can use to get praise from those who support them. |
|
Check state (text or call depending on client preference and how long they’ve been with you) |
Courtesy text within 24 hours to check they are recovering well, to ask for feedback and to say you are looking forward to the next session – include day, time, date |
Shows care and focus on the client outside of contact session. Builds additional value as it’s a pleasant surprise. |