I've
been going to this local physical therapy place to help rehab my hip after
replacement surgery. For the most part I like the place - good facility, a 5
minute commute and a friendly, knowledgeable staff. I work with the same people
every time I go in, so I've gotten to know some of the people fairly well
through my tri-weekly visits.
A
few days ago they introduced me to a new trainer/therapist aid that I'd be
working with. This new trainer - let's call her Leslie because that's her name is
college age, petite and energetic. She greets me with an overzealous wave and a
"Hiiiiiiiiiiiiiiii!" - like one you would give a child or a pet you
hadn't seen in a few weeks.
After
receiving my apprehensive smile back, Leslie bounds out of her chair and says,
"Okay, here's what I'll need you to do for me today..." Little did I
know I was in for Leslie's Condescending,
Overbearing Wild Ride. Throughout the entire my workout, which by the way
I've done enough times to be able to do in my sleep, Leslie insists upon:
- Making sure I remember
how many sets and reps I have (as if I do 5 more reps my leg will fall
off), and if she doesn't ask me I'll forget
- Ensuring I know to
work both of my legs out..."it's important to work them both, because
you have two legs"
- Constantly
repositioning my body position during exercise in a different way than I
was shown by the head trainer - her boss
Throughout
our time together I never gave Leslie any indication that I was lost, confused
or in need of assistance. I quietly go about my routine - mind you, the same
routine I've been through the same one for over 3 weeks. I can even talk her
jargon and speak on her level: I was a personal trainer for a couple of years,
I've been lifting weights and running since she was little, and I even
considered getting a degree in exercise physiology - so I am not an idiot.
But
none of these things deter Leslie from her bossy, pompous attitude, which made
for a miserable time. She's a "one size fits all trainer" - a
micromanager no matter how capable her clients are. Whether you're a trainer or
a freelancer, treating clients like this is a great way to lose business.
Turns
out she pulled the same kind of approach when an older woman (probably late
50's) had grabbed one of those big orange rubber therapy balls, Leslie
condescendingly asked, "Where did you get that ball? We don't want you
using the orange ball, we want you to use the red ball - why don't you go and
switch the two right now?"
Are
you kidding me? The woman begrudgingly complied - not before making face. The
therapist who was working on me saw this, shook her head and said, "You
know, sometimes you just have to learn to pick your battles." She was
right. I was just glad that at that time Leslie was making someone else
miserable.
Finally, There's a Point to
this Rant:
I
appreciate you sticking around and letting me rant, I feel better but there is
an important lesson to all of this. Leslie's a decent trainer, she knows her
stuff. What she lacks is the ability to relate to and adjust to her client's education
and experience level - Leslie is a "one size fits all" trainer, and
that's disastrous when you work with people with such different backgrounds,
experience levels and athletic ability.
You
and I as freelancers work with the same type diversity when it comes to our
clients: some have a firm grasp of what we're doing and others are almost
mystified by it. It's critical that we quickly identify our client's comfort
level and adjust our tone, words and demeanor accordingly.
Sure,
I think Leslie needs a swift kick in the rear, but her main issue is that she
is oblivious to the true needs of her clients and she treats everyone as if they can't comprehend what she's doing. In thinking about her approach to clients over the
next couple of days, what adjustments might you want to make in dealing with
your clients?
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