Personal training enquiries, and the three facts that decide them

Publish the price, the block rates and the expiry

Per-session price, the discount at five and ten sessions, whether blocks expire and when, whether sessions are transferable between trainers, and what a cancellation inside twenty-four hours costs - these are fixed and they are the whole decision for most people. Clubs that withhold them to force a consultation convert fewer enquiries, not more, because the person asking at midnight is comparing three clubs and the one that answered wins.

Match on constraint, not on trainer biography

Most PT enquiries carry a real constraint - only mornings, needs a female trainer, post-injury, wants to train for a specific event, speaks Russian. An assistant that captures the constraint and names which trainers fit it has done something a brochure cannot. Listing every trainer's qualifications in response to "I can only do mornings" is answering a question nobody asked.

The programme needs a trainer; say so without hiding behind it

What the member should actually do - sets, progression, how many sessions they will need, whether their goal is realistic in the time they have - is the trainer's work and the assistant must not attempt it. The honest framing is that the price and availability are published and the programme is what the first session is for, which is a reason to book rather than a wall before booking.

A PT enquiry is the warmest lead a club gets - route it like one

Someone asking about personal training has already decided to spend money and is choosing where. That enquiry should reach a named trainer with the constraint attached, same day, not land in a shared inbox. Decide before launch whose phone it reaches out of hours, because a PT enquiry answered on Monday morning has usually been answered by somebody else on Saturday.