Dashboard
Software
A potential client that when you ask them the most basic common sense question they only have apathetic answers. They want to pay you on the side or tell you how the sessions are going to go. They want to “pick your brain” and “get some tips”. They want control.
Well when I hear those things together the first thing that pops into my head is what a pain in the butt!
Weird But True
I was finishing up with a personal training client one evening when I was summoned from across the gym rather abruptly from a gruff 50+ gentleman. He was referred to me from an existing client who has had some great progress as of late. I was very excited for the referral since it was a 3x a week client. Within 1 minute of opening his mouth, the prospective client was asking all the wrong questions:
- can he have some free sessions?
- can he pay me on the side?
- he was going to show me what he does and I could give him pointers type of guy....
*Normally, I would politely excuse myself from the situation but it was important to show respect for the client that referred this stubborn pain in the ass.
I took him through an assessment all the while pointing out very basic issues that had clearly gone unchecked. With visible pain on his face I stopped him to discuss.
He acknowledged the pain to an old football injury that had never been checked out. When I asked why it had not been checked out he shrugged and said “ahh cause I am an asshole and can deal with it! If I get it checked out and there is something wrong I have to do something about it.” That was once. Then as we continued and he winced again so I asked if he considered Icing. “Nope, I’m an asshole… I know this! I don’t think they (the physical therapy office) would give me any.” That was twice! Finally, he looked a little pale so I asked when the last time he ate was? “ I know…I know… I am an asshole for not eating but didn’t want to puke it up!”
The Secret to More Personal Training Clients: Find & Fix their "REAL" Problems
All signs point to get away from this guy but it was his acknowledgment of being an “Asshole” that stood out. Any time we hear about a bully, or a mean person, or an angry jerk we say that it’s ok to turn the other cheek because they are afraid of something or because they are hiding their own insecurity. This case was no different.
It was up to me to break through and really listen to what he was telling me behind his little jokes.
When I reflected on his answers it became clear this person was scared shitless of how his body had gotten away from him and he had no idea where to begin. He felt powerless inside so he projected control outwardly. He was afraid to go to a doctor because he was scared of the diagnosis and what it would mean. He didn’t ice cause then he would have to admit that there was a problem, and he didn’t eat because he was so embarrassed from a previous experience where he was pushed way too hard with his previous trainer.
Now that I knew the problem I had to find the right way to call him out on all his fears. This is the real fun part. The rules do not change no matter what the sales situation is. Mirror your counterpart and use their own language against them!
Here's How The Sale Went Down
Me: So how is it that I can actually help you?
Prospect: Like I said earlier I just want to pick your brain for some tips!
Me: You’re doing it again?
Prospect: What do you mean?
Me: You’re being an asshole, Bob!
Prospect: What?
Me: Bob the only answer that you have given me on why you have not done what is right for your body is that “YOU’RE AN ASSHOLE.” You need to stop messing around with this “pick your brain” nonsense and get serious. We both know you really need this. So what I am selling you today is what I am calling “THE ASSHOLE 12 PACK OF SESSION” Quite simply you owe this to yourself to stop neglecting these things intentionally and change! Now we both know it’s going to take a while, but which of these programs is for you?!
CLIENT: (lAUGHING) HA HA. I’ll Start with the 12 pack!
Me: Welcome aboard Bob!
What the Hell Just Happened!?!?
Normally I would keep them talking until I found the one thing that we did have in common, but admits he is being an asshole, so I just call him out on it. That was all I needed to close him.
I just used his own words against him and called him out on his own BS, which is exactly what he needed to buy.
Don't be afraid to push back and take a calculated risk. There are some sturborn people out there, but they still need our help. And usually, they don't really believe their own lies, they just tell you them to see if you will buy what they are selling. If you call them out on it, they will respect you for it and follow your leadership, which is the critical ingredient to build a business of kick ass personal training clients!
Let me know your thoughts, what is the craziest thing you have said to a client to make the sale, and did it work? Let us know in the comments!
Chris "Shark Attack" O'Toole
Comments
Powered by Facebook Comments
Nice post Chris! Great sales story and you saved this guy from himself. He was obviously desperate for help, way to see through the clutter and get to the heart of the matter, must have felt good!
Great story, Chris! You seemed to break his state.
Over the years I have used the double your money back guarantee a few times. This type of risk reversal works! However, make sure you tell the client they need to do what you say, consistently. I guess you would consider this a conditional money back guarantee.
Very nice Jim, great tactic. And it has the added benefit that the client has to agree to work hard. Thanks for the comment.
great job CHris!
Thanks Douglas!