If you’re looking for ways to improve client retention and drive more referrals, here’s something simple yet incredibly impactful: be on time—or even better, be early. At first glance, it might sound obvious. But this small detail is about so much more than punctuality—it’s about the message you’re sending to your clients. In my recent podcast with Luke Carlson, he broke down how timeliness affects the client experience in ways you might not have considered. Let’s dive into the nuances. - Timeliness Reflects Care and Enthusiasm - Imagine your client has a 10:00 AM appointment. You’re ready to greet them at 10:01 AM after finishing up a coffee in the back office. What does that micro delay communicate? Whether intentional or not, it signals: You’re not excited to see them. Their time isn’t your top priority. Now flip the script: You’re pacing by the door at 9:58 AM, ready with a warm smile and eager to kick off their session. Suddenly, the message becomes: “I’m excited to work with you!” “Your time and progress are incredibly important to me.” - Why 30 Seconds Matter - Luke shared a powerful example from his team’s experience at Discover Strength. During a studio evaluation, he noticed some trainers beginning sessions just one minute late—not because they were busy with another client, but because they were lingering in the back office. To a client, that one-minute delay can feel like an eternity. It’s a small but powerful micro-message that chips away at the trust and enthusiasm they have in your service. What’s worse, this micro delay often happens at the start of a session—the moment when first impressions matter most. - How to Be On Time (The Right Way) - It’s not just about being physically present. Here’s how to truly master timeliness: 1. Be visible and prepared. - Don’t just arrive at the appointment time—be ready early. - Stand where your client can see you, projecting enthusiasm and readiness. 2. Use pacing as a signal.