Today's guest post comes from my Cressey Sports Performance business partner, Pete Dupuis.
I’ve decided it is time to add an additional component to our internship program. As it turns out, Cressey Sports Performance (CSP) has been doing a disservice to its interns for a while. We’ve been sending extremely prepared coaches out into the world with a lot to offer and no idea how to sell it!
A former intern currently coaching at a commercial gym recently admitted that he had regrets about how he’d approached his time with us. He explained that he’d like to go back in time and spend more hours in my office during his internship at CSP. In his words:
“I learned the hard way that being the best coach in your gym is irrelevant if you’re unable to convincingly sell your personal training services. I walked through the door thinking that my superior coaching skill-set would translate to a full client roster and ended up watching meat-head trainers pack their schedules and even turn away clients as I scrambled ineffectively trying to fill my book of business.”
It’s officially time for me to put some thought into preparing our interns for the realities of the personal training world beyond the basis of coaching.
Pay Attention to those Who Sell Effectively
I should start by acknowledging that I have never been a personal trainer. I am, however, the business guy at a fitness facility that has employed a number of fantastic strength coaches. I’ve seen the difference between the good and the bad, and know that every successful coach has at least one redeemable quality outside of their coaching skill-set. More specifically, my staff members with the infectious personalities are always the ones who draw people in.
In a recent post, I discussed my new initiative of training alongside our clients to improve my “feel” for our training environment and client experience. It was during one of these afternoon training sessions when I realized we have a team member who routinely puts on a clinic when it comes to client interaction. His name is Matt Blake, and he’s actually not even a strength coach here at CSP. Matt is the CSP Pitching Coordinator and also the only guy in the room who doesn’t count on me to fill his coaching schedule. Much like your typical personal trainer, Matt’s time spent mingling on the training floor and in the offices of CSP ultimately drives his earning potential.
Since Matt routinely has his winter pitching instruction schedule fully booked by late October, our interns could stand to benefit from paying attention to how he handles himself in the gym. Here are four valuable lessons any current or future personal trainer can take away from Matt Blake:
What you deliver off-the-clock is often just as important as what you do during a session.
On the surface, Matt sells pitching instruction here at CSP. As far as the general public is concerned, there’s standard one-on-one pitching instruction, and there’s video analysis sessions where the mechanics of one’s delivery are broken down step-by-step. What they don’t realize is that Matt actually offers what he casually refers to as a “suite of complimentary services.”
More specifically, Matt over-delivers with his clientele by making himself available in an informal setting outside of the pitching cage to discuss the complicated college recruiting process, the intricacies of the word of summer/AAU baseball, the importance of strength training and manual therapy as it relates to pitching, and more. He makes time “off-the-clock” to help his athletes understand that the effectiveness and usefulness of his pitching instruction is ultimately going to be driven by a variety of factors lying outside of the pitching cage.
Matt explains:
“In my field, if you’re going to charge a premium rate for your services, you need to be able to justify the price-point by delivering more than an agreed upon block of time in your schedule for the week. When I under-promise and over-deliver, parents and athletes are quick to spread positive reviews of my services.” -MB
As a personal trainer in a commercial gym setting, you have the perfect opportunity to replicate Matt’s efforts. I’m sure you see your clients executing unsupervised training sessions outside of your regularly scheduled appointments, so why not approach them on the training floor (in front of other gym members) to give a quick deadlift refresher free-of-charge? Why not catch them by surprise by saying, “I was thinking about how your shoulder was bugging you last week and tracked down a really fascinating article for you to read about addressing the issue with manual therapy.”
Starbucks CEO Howard Schultz often says that while coffee is the product, his company is in the “people business.” Personal training may be your product, but make no mistake; you are in the people business. Differentiating yourself from other trainers (or pitching coaches) is essential to building and sustaining a career in this industry.
Know More Than You Need To Know
“The general working knowledge of pitching mechanics is very superficial, so I stepped away from the commonly used jargon and lazy coaching cues during instruction and began to focus closely on the fundamental movement patterns involved in throwing a baseball.” -MB
The message Matt is sharing here is actually very simple: If you continue to do what everyone else is doing, you will continue to get the results that everyone else is getting. He’s taken the initiative to step outside of his comfort zone and obtain a working knowledge of cutting-edge arm-care protocols, the basics of self-administered manual therapy, and more. Matt sits in on every one of our CSP weekly staff in-services and doesn’t receive a paycheck for it. His dedication to understanding fundamentals outside of his niche not only helps him “talk shop”, but also inherently improves his craft by broadening his relative knowledge.
Differentiate by Association
Matt is smart enough to know what falls outside of his scope of practice. With a comprehensive network of qualified professionals, he is quick to refer out to when appropriate. He knows who his go-to physical therapist is in each part of New England. If an athlete complains of throwing-related pain, he has the contact information needed to get a fast-tracked appointment with one of the country’s best orthopedic surgeons. He can get an athlete in need of nutrition assistance in front of a qualified professional in minutes. Matt’s referral network has become one of his most distinct assets.
Manage Expectations without Selling a Dream
“I’ve created a model that is focused on long term incremental gains. I don’t place a huge focus on the use of radar guns. I don’t count balls and strikes on a daily basis. That certainly has its place, but I put a lot more focus on mindful effort and understanding the process of throwing. My clients throw a baseball with a purpose and a plan.” -MB
The personal trainers who promise “10lbs of fat loss in just four weeks” are destined to lose clients in the long-run. The pitching coaches who guarantee specific velocity gains are destined to be replaced by the next flavor of the month instructor when results don’t reflect expectations. His initial message may not be as sexy, but Matt sells attainable and sustainable results. He explains that his clients are asked to embrace a process-oriented mindset and stop worrying about short-cuts to improvements.
If you can get your clients to appreciate the process of creating a healthier lifestyle or mechanically efficient pitching delivery, you’re likely to see them get excited about their incremental gains. It’s hard to value (or replicate) where you end up if you can’t remember how you got there.
Time for You to Take Action
Eric recently mentioned on Twitter that the best way to improve within your industry is to look outside of it. You can apply this concept immediately by emulating one or more of Matt’s habits outlined above. As you’ll soon see, it doesn’t require an extraordinary amount of effort in order to differentiate yourself from the rest of the trainers within your commercial gym.
About the Author
Pete Dupuis (@Pete_Dupuis) is the Vice President & Co-Founder of Cressey Sports Performance. Please visit www.PeteDupuis.com to find additional fitness business blog content and to learn more about his Business Consulting Services.
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