How do you handle sessions where the client does not show up?
Do you still charge the client? Do you charge unless x amount of notice is given? Legit excuse needed?
I've thought about this off and on for a while.
I'm employed by gyms, so it depends on their policy.
One gym is entirely
pay as you go. The client pays at reception, gets a receipt, presents me with the receipt, we do the session, I staple the receipt to my timesheet when claiming my PT pay. No receipt, no pay. So if the person fails to show, I don't get paid.
In theory, if they fail to give 24 hours' notice of their absence, they must pay anyway; the policy is that until they do, they can have no further sessions. In practice, this means that if a person is a little bit slack they will become completely slack; if they miss one session, we never see them again.
My policy has been that if they're unreliable, I refuse to train them again. Thus 5 fired clients.
The other gym offers pay as you go, but also offers
direct debit PT memberships. That is, the person nominates that they'll do (for example) 4 sessions per fortnight, and the money goes out of their account whether they show up or not. Thus if they simply fail to show up, the trainer can get paid anyway.
So you can see I would be more tolerant of slack people at the first gym than the second.
In practice, it's up to the discretion of the trainer. If the person is usually reliable, and if they gave you as much notice as you could reasonably expect, you don't charge them.
For example, one guy called me half an hour before the session started at 1300 to say his car had a flat battery. With 75 or so sessions behind him, I trusted he wasn't bullshitting me, so I didn't charge him for it.
But then I was training a couple, supposed to meet them 0600 Monday morning for their 4th session, and one of the two sent me a text message at 0531 saying, "the other one rang me last night to say they were sick, we won't come today." If they were sick last night, why not tell me then? Just because one is sick, that does not stop the other coming. And messaging at 0531 when I'm already on my way to work... No. They got charged.
Another statistic is that 8 of the 27 clients were direct debit, 19 were pay-as-you-go or one-offs or vouchers. 7 of the 8 direct debits are still with me, and the 1 who isn't had not even one session, never showed up. Only 4 of the 19 pay-as-you-go or voucher clients remain. When people have to take action to do something, they tend not to take action. Cancelling a direct debit requires action, so they continue with what they're doing; paying for each session requires an action, so they may or may not continue with it.
The Hamburgler said:
Although by the sounds of it you don't do them I'd like to add:
Group sessions are where the money is at
Remember I'm employed by gyms. Whatever the gym is paid, I get a particular hourly rate. One gym pays the same however many people I train at once. The other pays an extra $6 an hour for multiples. Employed by gyms, group training isn't much of a money-maker.