Winning back personal training clients who've gone quiet

Notice it early

For a weekly client, two weeks with nothing booked is the point to act. Look through your clients once a week for anyone with no upcoming session and nothing in the last fortnight.

At two weeks: make it easy

• "Hi Sam, hope you're well. I've got Tuesday at 7am free this week if you'd like to get back to it. Just say yes and it's booked."

Offer one specific time. "Let me know when you're free" gives them another decision to put off.

At four weeks: ask what changed

• "Hi Sam, I've not seen you for a few weeks and wanted to check in. If the time or the plan isn't working any more, tell me and we can change it."

At eight weeks: leave the door open

• "Hi Sam, I won't keep messaging, but if you want to restart at any point, message me and I'll find you a time. You've still got 4 sessions on your pack."

What not to do

• Make them feel guilty about missed sessions
• Send the same message every week
• Offer a discount in the first message
• Keep messaging after the eight-week note

Check once a week

Once a week, look for anyone who's gone quiet and send them the message for their stage.

Quick answers

When should I contact a client who has stopped booking?

After about two weeks with nothing booked for a weekly client.

What should I say to a client who has gone quiet?

Something short and friendly with one specific time to come back. Ask what changed only if the first message gets no reply.

How many times should I follow up?

Three messages over about eight weeks. After that, stop.