Working with challenging clients

Dear Learners,

As future fitness professionals, one of the most rewarding parts of your work will be helping clients to reach their goals. However, not every client journey will be straightforward. You’ll likely encounter individuals who present unique challenges—whether it’s resistance to change, unrealistic expectations, or lack of motivation.

Challenging behaviours often stem from factors outside of your control—such as stress, confusion, or past negative experiences. Sometimes, people bring their emotional baggage into the room without even realising it. It’s easy to take this personally, especially when you’re trying your best to help. But in most cases, the way someone behaves isn’t really about you—it’s about what’s going on for them.

Understanding this can help you respond in a way that’s thoughtful instead of reactive. With that in mind, here are a few key strategies to help you work effectively with challenging clients:

• Set clear expectations from day one: clear communication upfront helps avoid misunderstandings later on
• Be patient and empathetic: even when clients test your patience, you should stay calm and professional
• Encourage accountability: support clients in taking ownership of their fitness journey. You can be their guide, but they need to put in the work
• Don’t be afraid to ask for help: if you’re unsure how to handle a situation, speak to your manager or supervisor

Part of your role is to maintain a respectful, productive relationship that supports the client’s goals while protecting your professional boundaries. If a client is pushing boundaries—such as asking for personal favours or messaging outside of work hours—it’s okay to gently remind them of how the relationship works.

Challenging clients can help you grow as a trainer. With the right approach, even tough sessions can turn into valuable learning experiences—for both you and your client.

Happy Friday!