My two-step approach to handle drop outs

When you offer programs that stretch over six months to a year, you will encounter clients who want to drop out. Frequently, money is cited as the reason. What’s behind this excuse is usually one of two things. Occasionally, clients are not experiencing the value they anticipated, but this is not common.

More often the person who wants to leave early has not been taking the recommend action. When clients aren’t doing the assignments and see their credit cards being charged monthly, they question whether the program is right for them. The reason behind this is really their issue with not taking action.

Longer programs can produce amazing results, but only when people understand what’s involved. To get the desired results requires a commitment to be part of the entire program. First there is a legal and financial commitment made when registering. There is also the commitment to other participants, to you and your company and most importantly, to themselves and the results they hope to achieve.

Here is my two-step approach for handling clients who want to drop out:

1) Talk About Personal Responsibility.
A few years ago I started talking more about personal responsibility. It’s one of the most important changes I made in my programs to attract the right clients. Mention personal responsibility in your welcome letter and agreement. Then remind people as you move through the program. At the beginning of each a call, I speak first about personal responsibility and the fact that you create results by every action you take and don’t take.

2) Be Strong and Ask a Lot of Your Clients.
When I first started doing longer programs, I discovered I wasn’t asking enough of my clients. I let them get away with not playing big. Then, I read how the one thing most people want is a strong coach – somebody who demands a lot of their clients. That’s a big part of how you attract clients too.

Clients often say to me, “Kick me in the butt. Hold me accountable. Stretch me.” They don’t want you to be lenient or soft. Tell them you don’t enable quitters. That’s what I tell my clients and why they choose me. Being held accountable delivers results and attracts clients who become successful.

Tell your clients who want to drop out that you aren’t going to let them NOT reach their goals. Talk about how success takes commitment and perseverance. And in terms of mindset, tell them how they need to believe in the possibility of their success to see it unfold and become a reality.

Your Assignment
Do you have a problem with drop outs? Are you too lenient with your clients? To attract clients who are committed, I give you permission to take a stand and say, “Come on now.” Then remind them of why they joined the program and the goals they signed up to achieve. Be the strong coach your clients need to help them stay committed to their vision of success.