Client Onboarding

The first few interactions with a new client set the tone for your entire working relationship. A smooth, professional onboarding process demonstrates your expertise, builds trust, and positions clients for success.

Poor onboarding, on the other hand, creates confusion, unmet expectations, and early dropouts. Clients wonder if they made the right choice when the experience feels disorganized from the start.

This chapter covers how to create a seamless onboarding experience - from initial assessment through goal setting, expectation management, and professional contracts.

The Purpose of Onboarding

Effective onboarding accomplishes several critical goals:

1. Gather Essential Information You need to understand their health history, current fitness level, goals, and any limitations before programming.

2. Build Rapport and Trust The assessment period is where clients decide whether they like working with you. First impressions matter.

3. Set Clear Expectations Both you and the client should know what success looks like, what's expected from each party, and how you'll work together.

4. Establish Professionalism Contracts, policies, and organized processes signal that you run a real business, not a casual hobby.

5. Create Baseline Measurements You need starting points to demonstrate progress later. Without baselines, you can't prove results.

The Onboarding Timeline

A structured onboarding process might look like:

You can compress or expand this based on your business model, but every element should be included.

The Discovery Call

Before any paperwork or assessment, have a conversation to understand whether you're a good fit.

Goals of the Discovery Call

• Learn about their fitness background and goals
• Understand their available time and constraints
• Explain your approach and what working together looks like
• Answer their questions
• Determine if you can help them
• If appropriate, invite them to start

Discovery Call Structure

Opening (2-3 minutes) Build rapport, make them comfortable: "Thanks for taking the time to chat. I'm looking forward to learning more about your goals. Can you start by telling me a bit about yourself and what prompted you to reach out?"

Discovery (10-15 minutes) Ask questions to understand their situation:

• "What are your main fitness goals right now?"
• "Have you tried to achieve these goals before? What happened?"
• "What does success look like to you in 3 months? 6 months?"
• "What's your current exercise routine, if any?"
• "Do you have any injuries or health considerations I should know about?"
• "How much time can you realistically commit to training?"
• "What's been the biggest obstacle in your fitness journey so far?"

Listen more than you talk. Take notes.

Education (5-10 minutes) Explain your approach based on what you've learned:

"Based on what you've shared, here's how I'd approach working with you..."

Connect their goals to your methods. Share relevant client success stories. Explain what a typical week of training looks like.

Questions (5 minutes) "What questions do you have about working together?"

Address concerns directly and honestly.

Invitation (2-3 minutes) If appropriate, invite them to start:

"Based on our conversation, I'm confident I can help you achieve [their goals]. The next step would be [book assessment/sign up for package]. Would you like to move forward?"

If they need time, offer to send a summary email and follow up in a few days.

Qualifying Clients

Not every prospect is a good fit. Red flags to watch for:

• Unrealistic expectations ("I want to lose 50 pounds in a month")
• Unwillingness to commit time or resources
• Multiple failed attempts with no self-reflection
• Looking for a magic pill rather than hard work
• Disrespectful attitude during the call

It's okay to decline to work with someone: "I appreciate you sharing your goals, but I don't think I'm the right fit for what you're looking for. Based on what you've described, you might benefit more from [alternative suggestion]."

Better to part ways early than have a difficult client relationship.

Paperwork and Forms

Before the first training session, clients should complete necessary documentation.

Essential Forms

1. Liability Waiver / Assumption of Risk Covered in Chapter 2. Must be signed before any training.

2. Health History Questionnaire Detailed information about:

• Medical conditions and diagnoses
• Current medications
• Past injuries and surgeries
• Allergies
• Current activity level
• Sleep and stress factors

3. PAR-Q (Physical Activity Readiness Questionnaire) Standard screening tool to identify people who should get medical clearance before exercise. The standard PAR-Q asks about:

• Heart conditions
• Chest pain
• Dizziness or balance issues
• Bone or joint problems
• Blood pressure or heart medications
• Other reasons to limit physical activity

If they answer "yes" to any question, recommend physician clearance before training.

4. Client Agreement/Contract Details of your working relationship:

• Services provided
• Pricing and payment terms
• Cancellation policy
• Session expiration policy
• Communication expectations
• Termination clause

5. Photo/Video Release (Optional) Permission to use images for marketing, with specification of which uses are permitted.

6. Emergency Contact Information Name and phone number of someone to contact in emergency.

Collecting Forms Efficiently

Digital options:

• Google Forms (free, easy to create)
• JotForm or Typeform (more professional appearance)
• Practice management software (Trainerize, TrueCoach, etc.)
• DocuSign or HelloSign for contracts

Best practices:

• Send forms before the first session
• Give a deadline ("Please complete before our session on Tuesday")
• Have paper backups available
• Store securely (HIPAA considerations if you're in the US)
• Review forms before the assessment

The Initial Assessment

The assessment session establishes baselines and helps you create an appropriate program.

Components of a Good Assessment

1. Review Paperwork Together Don't just file their forms. Discuss key points: "I noticed you mentioned lower back pain. Tell me more about when that started and what makes it better or worse."

2. Movement Screening Observe how they move to identify limitations and strengths. A basic screen might include:

• Bodyweight squat (depth, knee tracking, back position)
• Push-up (core stability, shoulder position)
• Hip hinge/deadlift pattern
• Overhead reach (shoulder mobility)
• Single-leg balance
• Hanging (grip strength, shoulder mobility)

Note compensations, limitations, and areas needing attention.

3. Baseline Testing Establish measurable starting points based on their goals:

For strength goals:

• Maximum push-ups, pull-ups, squats
• Hold times (plank, hollow body, etc.)
• Current progressions achieved

For body composition:

• Weight
• Measurements (waist, chest, hips, etc.)
• Photos (front, side, back)
• Body fat percentage if you have a reliable method

For mobility:

• Toe touch distance
• Overhead squat depth
• Wall slide limitations

For general fitness:

• Time to complete a standard circuit
• Recovery heart rate
• Perceived exertion levels

Choose tests relevant to their goals. More isn't always better.

4. Experience Current Training If time permits, have them do some basic calisthenics movements to:

• Assess movement quality
• Demonstrate your coaching style
• Give them a taste of the work ahead

Recording Assessment Data

Create a consistent system for recording assessment results:

• Date of assessment
• All measurements and test results
• Photos (with permission)
• Notes on movement quality
• Limitations or considerations
• Initial recommendations

Digital spreadsheets or coaching apps work well for tracking over time.

Goal Setting

After assessment, translate their desires into specific, actionable goals.

The SMART Framework

Goals should be:

Specific: Clear and defined

• Poor: "Get in shape"
• Better: "Complete 10 unbroken pull-ups"

Measurable: Quantifiable progress

• Poor: "Get stronger"
• Better: "Progress from assisted to full push-ups"

Achievable: Realistic given their situation

• Poor: "Muscle-up in 2 weeks" (for a beginner)
• Better: "Muscle-up in 6-12 months with consistent training"

Relevant: Connected to what they actually want

• Poor: "Train every day" (if unsustainable for them)
• Better: "Train 3x/week consistently"

Time-bound: Has a deadline

• Poor: "Eventually do a handstand"
• Better: "Hold a wall handstand for 30 seconds by May 1"

The Goal Setting Conversation

Guide clients through goal setting:

1. Big Picture Vision "When you picture yourself 12 months from now, at your fitness best, what does that look like?"

2. Priority Identification "Of everything you mentioned, what's the single most important goal?"

3. Reality Check "Given your schedule and starting point, here's what I think is realistic in that timeframe..."

4. Milestone Creation "To get there, we'll aim for these milestones along the way..."

5. Agreement "Are you committed to pursuing these goals with me?"

Writing Down Goals

Document goals formally:

Both you and the client should have a copy. Review and update goals periodically.

Expectation Management

Clear expectations prevent most problems before they start.

What Clients Should Expect From You

Service delivery:

• What sessions include
• Communication response times
• What happens if you're sick or unavailable
• How programming is delivered
• Progress tracking and reporting

Professional standards:

• Punctuality
• Preparation for sessions
• Confidentiality
• Respect

What You Expect From Clients

Commitment:

• Attendance (on time, prepared)
• Effort during sessions
• Following programming between sessions
• Honest communication about challenges

Policies:

• Cancellation notice requirements
• Payment schedules
• Communication boundaries

The Expectations Conversation

Have this conversation explicitly:

"To make sure we're set up for success, let me share what you can expect from me and what I need from you..."

Cover:

• Your commitment to their goals
• How you'll track progress
• How often you'll check in
• How to reach you (and when)
• What happens if they need to cancel
• What happens if they're struggling

Then ask: "What questions do you have about any of this? Is there anything else you need from me?"

Client Contracts and Policies

Professional agreements protect both parties.

Contract Essentials

Your client agreement should include:

1. Parties Involved Names, contact information for both parties

2. Services Provided Specific description of what's included:

• Number of sessions
• Duration of sessions
• Additional services (programming, support, etc.)
• Duration of contract

3. Pricing and Payment

• Total cost
• Payment schedule
• Payment methods accepted
• Late payment consequences

4. Cancellation Policy Example: "24-hour notice required for cancellations. Same-day cancellations will be charged in full. No-shows will be charged in full."

5. Session Expiration Example: "Purchased sessions expire 90 days from purchase date unless otherwise arranged."

6. Refund Policy Example: "Packages are non-refundable. Unused sessions may be transferred to another person with approval."

7. Termination How either party can end the relationship and what happens to remaining sessions.

8. Liability Reference to the waiver they've signed.

9. Signatures and Date Both parties sign and date.

Policy Considerations

Cancellation policy: Strict enough to discourage no-shows, flexible enough for legitimate emergencies. Common: 24-hour notice with exceptions for true emergencies.

Rescheduling: Allow reasonable rescheduling within the week/month? Or cancellation fees apply?

Illness policy: What if the client is sick? What if you're sick?

Vacation/travel: How do extended absences work?

Late arrivals: Session still ends on time? Some buffer? Document clearly.

Freeze options: Can clients pause membership temporarily?

Think through scenarios and build policies that are fair but protect your business.

The First Session Experience

The first training session sets the tone. Make it memorable.

Before the Session

• Review all their paperwork and assessment notes
• Have a plan for the session
• Prepare any equipment needed
• Arrive early and be ready

During the Session

Start with connection: How are they feeling? Any concerns? Reinforce excitement about working together.

Educate as you train: Explain why you're doing what you're doing: "We're starting with this hollow body drill because it builds the core tension you'll need for the skills we're working toward."

Set the pace: First sessions should be appropriately challenging but not crushing. Leave them feeling accomplished, not destroyed.

End with a clear takeaway: "Great work today. This week, practice that hollow hold for 3x20 seconds daily. I'll send you a video reminder."

After the Session

Follow up within 24 hours:

• Thank them for a great first session
• Remind them of any homework
• Confirm next session time
• Answer any questions that have come up

This follow-up shows professionalism and care.

Onboarding Checklist

Use this checklist for every new client:

Pre-Training:

• Discovery call completed
• Liability waiver signed
• Health questionnaire completed
• PAR-Q reviewed (medical clearance if needed)
• Client agreement signed
• Photo release obtained (if applicable)
• Payment processed

Assessment Session:

• Paperwork reviewed together
• Movement screening completed
• Baseline testing done
• Goals discussed and documented
• Expectations clarified
• Photos taken (if applicable)

Post-Assessment:

• Initial program created
• First session scheduled
• Welcome email/message sent
• Client added to management system

After First Training Session:

• Follow-up message sent
• Homework/practice assigned
• Next session confirmed

Common Onboarding Mistakes

1. Skipping paperwork: Legal protection and health information are essential. Don't skip them.

2. Rushing the assessment: Take time to understand their body and goals. Poor assessment leads to poor programming.

3. Not setting expectations: Unclear expectations cause problems later. Be explicit upfront.

4. Information overload: Don't overwhelm new clients with too much at once. Prioritize the essentials.

5. No follow-up: That first 24-hour follow-up builds relationship and shows you care.

6. Generic approach: Every client should feel their onboarding was personalized to them.

Your Onboarding Action Plan

Before moving to the next chapter:

1. Create or update your health history questionnaire
2. Write out your standard policies (cancellation, payment, etc.)
3. Draft a client agreement/contract (have attorney review)
4. Design your movement screening protocol
5. Create an assessment recording template
6. Write a follow-up email template for post-first-session

Great onboarding is a system. Build it once, refine it over time, and use it consistently.

In the next chapter, we'll cover how to structure and deliver exceptional training sessions that keep clients engaged and progressing.