Be on Time, or be Early · High Intensity Business (Free)

Be on Time, or be Early

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:

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.

Use pacing as a signal.

A subtle but powerful technique is pacing before a session.
It demonstrates that you’re engaged and eager to get started.

Be mindful of transitions.

If you’re running back-to-back sessions, aim to finish on time and transition seamlessly to the next client.
Even when sessions overlap slightly, your energy and engagement in that handoff matter.

- Timeliness Is a Competitive Advantage -

In a world where being late or distracted is increasingly common, your ability to consistently start on time—or early—becomes a competitive advantage. Clients notice these details, even if they don’t mention them explicitly.

And here’s the kicker: when you respect their time, they’re more likely to respect yours. They show up on time, stick to their schedule, and stay loyal to your service.

- Timeliness Creates Talk Triggers -

Clients don’t rave about “on-time sessions,” but they do talk about how professional, organized, and attentive you are. Timeliness is one of the subtle ways you deliver those experiences.

It’s not just a logistical detail—it’s a signal of your passion, your professionalism, and your respect for their time and goals.

Want more insights like this? Check out my conversation with Luke Carlson to learn how to transform every workout into a growth engine for your business → 498 – How to Fine-Tune Your HIT Workouts and Design A Great Client Experience (with Luke Carlson)

Want Luke's help? Join High Intensity Business (Premium)

2 comments