How to manage difficult clients in the Pilates studio
For Pilates teachers and studio owners
First published on Tania's Hearts and Bones site, September 2022. Lightly edited; a draft for her approval.
One of the best and worst parts of teaching Pilates is working with clients. Nothing is more rewarding, or more challenging, than helping someone solve their movement problems.
Who does not enjoy the clients who are gracious, respectful, even excited to work with you? And then there are the ones who never quite gel with you. You do everything you can to please them and it is never enough. You start dreading that name in the diary.
I have been there a few times. Not often, but often enough to make me curious about how to change the effect their behaviour was having on me. Two things I learned, and I am grateful for both.
Market to the clients you want
I learned to nurture the clients who make me excited to teach, and to market to them. It is a well-worn idea that twenty per cent of your client base creates eighty per cent of your business. I learned to aim my message at the twenty per cent I wanted to spend my energy on.
Set boundaries and realistic expectations
I still have clients who want to run a marathon when what they can reasonably expect is to walk without falling. I have found ways to help them celebrate what they can do without crushing the dream. Most of them arrive at a more realistic view themselves, given time.
And sometimes, let them go
You will always have the occasional client who seems to make it their life's work to leave you feeling that you and your business are inadequate. That is the moment to ask yourself whether this is a client worth having. Usually the answer is no.
It is a hard call, and harder to break gently. I refer them on to someone whose personality and approach suits them better. It is uncomfortable, but when you think about the long-term effect on you and on the business, it is necessary. Be brave, end the relationship, and put that energy into the clients who want to work with you.
What difficult clients teach you
- Your values, and who you actually want to work with
- Where to spend your time and energy
- How to set boundaries that protect you and your business
- Why a referral network matters, so you can pass someone on kindly
If you are working on the business side of your studio, coaching and Pilates & Purpose both go further into this. Or book a free 20-minute call.