Onboarding is a vital stage of business admin that allows you to gather client data, complete legal forms, and clearly communicate the details of your working process.
The most successful trainers systemise every step of client onboarding to make it quicker, easier, and watertight.
Below we outline and explore the key things to consider as part of a successful onboarding process.
Why does Personal Training onboarding matter to clients?
From your client’s point of view, onboarding is a significant stage in their new fitness journey. It’s likely to be the first time they sit down with you to share personal information, discuss money, and sign on the dotted line. After their onboarding session, your client will feel all-in on the process. It’s important to make onboarding as streamlined and personalised as possible.
Understanding what a good client onboarding process looks like
There aren’t many Personal Trainers who will openly talk about their onboarding process, so it can be difficult to understand exactly what it should cover. Think about onboarding on three levels: the legal elements, the parts that are individual to your business, and the extras that make your client feel excited to get started.
What should your client onboarding process cover
Your onboarding sessions don’t have to be complicated, but you must make sure you’ve covered all the important elements of insurance, payment systems, and business admin.
Client orientation email or call
Your onboarding could begin with a welcome email or video, but you should have a meeting with the client before their first training session. This could be done in person or on a call, with a supporting email covering everything you discussed (plus a copy of any signed forms).
Setting out the next steps
Onboarding should cover what the client can expect to happen next. When will their first payment be taken? When and where is their first session? Do they need to prepare anything or bring anything to the session? Do you need them to fill out any paperwork, log any data, or complete any lifestyle habits steps at home? Imagine that you are a brand-new client. Make sure onboarding walks them through every step.
Expectations between sessions
Be clear about expectations from both sides between training sessions. Can clients contact you (if so, when and for what reason)? Do you want them to do any extra training when they’re not with you? Do you need them to do check-ins, progress photos, food logs? If so, how long should they expect to wait for your feedback?
Communication between trainer and client
Personal Training forms a close relationship between client and trainer. Some clients may want to contact you with questions, worries, or small wins during the week. Make your boundaries around communication clear.
When and how to get in touch with you
Most trainers are happy for clients to contact them to some extent between training sessions. Use the onboarding meeting to set out when and how clients can get in touch, and how long they can expect to wait for a reply. If you prefer clients to only use a dedicated messaging platform, be sure they know about it.
Contact information for in-person and online clients
Gather all the contact information you need. This will naturally be an email and phone number, but might also include their social media handles, especially if you are an online or hybrid trainer.
How should you contact the client between sessions?
Boundaries around communication go both ways, so ask your client how they want to be contacted, and if there are any days or times when they will be unavailable.
Why you should always get an emergency contact
Don’t forget to get at least one up-to-date emergency contact for your clients, especially if you will be training them in person. Hopefully you will never need to use it, but it’s vital information to have.
Setting up payments during client onboarding
You will have already discussed prices before the onboarding stage, but now it’s time to talk about how and when you need to be paid. Onboarding is the final touchpoint before a client has their first training session, so don’t skip this step.
Invoicing, billing, and late payments
Explain exactly how you will bill clients for sessions (we suggest always taking payment up front rather than on the day). Discuss what happens if a client’s payment is late or their payment method bounces.
Payment platforms and technology
If you use a third party payment platform, get the client set up on the system whilst they are in front of you. Remember to be sensitive with their banking or card details.
Legal information to gather during client onboarding
Legal forms are a crucial part of the onboarding process that protect you, your business, and the client in the event of any accident or injury.
Communicating your disclaimer information
Make sure your client reads and understands your waiver before they sign it, and give them a copy either in their welcome pack or by email.
Client PAR-Q (Physical Activity Readiness Questionnaire)
A PAR-Q is a detailed questionnaire that covers your client’s general health, injury, and exercise history. Ensure they fill it out thoroughly and honestly so you can programme suitable sessions.
Fitness assessments as part of client onboarding
In addition to PAR-Q, you might choose to carry out your own fitness assessments during client onboarding. These vary depending on the type of training, but could include movement assessments, body composition analysis, or basic fitness stats that can be re-tested at regular intervals.
Client/trainer service agreement
You don’t have to have a service agreement, but it’s a great way to formalise your terms and conditions around payments, cancellations, and contracts. It’s also a good opportunity to have your client agree to update their personal details or health information in future.
How to take your client onboarding to the next level
Why stop there? Client onboarding is a business process that you can personalise to improve your client’s experience of working with you. A few thoughtful extras at the onboarding stage can make a big difference to retention rates.
Business benefits of next-level onboarding systems
Put yourself in your client’s position and think about how the onboarding process could leave them feeling more excited to start working with you. Starting in a positive way could lead to them talking about you in glowing terms to friends and family, and staying with you for longer.
4 ideas for value-packed onboarding your clients will love
- Before the onboarding session, send a welcome video confirming the date of the call and telling them how excited you are to get started.
- Send them something unexpected, like branded merchandise (a water bottle, training log, or workout t-shirt) or a useful PDF ebook.
- Add them to your newsletter or private Facebook group for clients.
- Post them a hand-written card saying how happy you are that they’re about to start training with you.
Personalising your client onboarding process
Your personal training business is unique, and your onboarding process should reflect your brand personality. These added extras – and the way you conduct your onboarding sessions – are a powerful way to stand out at this early stage in the client relationship.