The rules at a glance

If you read nothing else, read these. They are the ones with consequences attached.

Our core values

• We show up for them even when they don’t show up for themselves.
• We bring the energy when we walk in the room.
• Innovation is a rule, not an exception.
• Clients don’t care what we know until they know we care.
• The culture of our business starts with integrity and loyalty.

Before the session

When a client books you

You get a notification in the app that you have been selected. Accept it promptly. If you cannot take the session, decline it so the client can be matched with someone else.

The medical history form

Every client completes a medical history form when they onboard. It is how you assess what kind of service they need and build a plan that fits them. Read it, along with their goals, before you arrive so you can plan the session.

On arrival

• Arrive 10 minutes early in case you need to set up.
• Always confirm whether there are any injuries or medications you need to know about before the first movement, even if you have already reviewed their paperwork.

First session protocol

The first session sets up everything that follows. Open with the greeting, then capture a baseline so you can show the client visual and physical proof that the program works as time goes on. This is the recipe for retention, so treat it as a must.

The greeting

“Welcome to Fitness At Your Door, my name is ___. Are you ready for your transformation?”

The baseline

• A before picture, if the client allows it: front, back, and sides.
• Measurements.
• A fat composition test if you have an Omron. Suggested, not required.
• A range of motion assessment to gauge flexibility and how they get into exercises.
• A physical fitness test of some sort to measure progress over time: squats, push-ups, planks, jumping jacks, or a light jog to see how long they can last.
• Vital signs where you can, or at least ask about medications and when they last had their blood pressure taken.

Running the session

Session structure

• 5 to 10 minutes warm-up, including range of motion work.
• 5 to 10 minutes core circuit of your choice.
• 30 to 40 minutes of a customized program tailored to the client’s goals and needs.
• The last 5 to 10 minutes cool down and stretch.

How you conduct yourself

• Knowledgeable, motivating, punctual, professional, and keeping the workout at the right intensity. These are the five things clients rate you on.
• Lead the session. Be confident instructing.
• Explain the why before the what: tell the client the benefit of the movement, how it connects to their goals, and demonstrate it.

Reading tiredness and pain

• Watch the client’s fitness level and facial expressions, and keep checking their rate of perceived exertion on a 1 to 10 scale.
• Ask them to tell you if they feel pain rather than soreness or discomfort. That is their body saying stop, and it is how you judge whether to lower or raise the intensity.

Communicating with clients

• Never talk about sex, religion, or politics.
• Some clients will flirt with you. It is inevitable, and it is all about how you handle it. Stay professional, do not engage, and make it clear that anything beyond business would cost you your place on the platform.
• If it becomes uncomfortable for you, end the session early and report it to FitnessAtYourDoor. You will still be paid for your services.
• Do not flirt with or make sexual comments to your clients. This is grounds for removal.

Ending and documenting the session

Ending the session

Ask them how they feel. Whatever they say, make them feel confident about their hard work, then ask when they want to take the next step on their transformation journey. Book it in the app while you are there.

Documenting the session

• Keep track of sets, reps, weight, recovery time, and style of training, as well as strengths and weaknesses.
• Whether they train with you again or not, this creates a seamless experience for the next trainer.

The five-star rating

After each session clients are asked to rate you on five things: motivating, knowledgeable, punctual, professional, and the intensity of the workout. Your rating is what new clients see first.

Punctuality, lateness, and no-shows

If you are late

Showing up on time is a sign of respect and professionalism. You have a 5 to 10 minute window, and being late three times is grounds for removal. Under our Terms of Service, once you are more than 15 minutes late without notice the client may take a shortened session at no cost for the missed time, reschedule at no penalty, or cancel for a full session credit.

If the client is late

Explain that the session still has to end at the scheduled time.

If the client does not show

Wait 20 minutes before it counts as a no-show. If they do not show, you are still paid for the session.

If you do not show

We understand things happen, but communication is imperative. When a trainer no-shows we usually have to give the client a complimentary session to keep them from requesting a refund, and that session comes out of your pay. Without a valid reason, no-shows are completely unacceptable.

• First offense: you may lose the client and the pay for that session.
• Second offense: immediate removal from the network without pay.

Trainers who no-show are also less likely to be sent new clients.

Scope of services and keeping it on FAYD

If a client asks you to train outside our scope of services

That is not allowed and is against your agreement with the company. You signed a non-compete, and working outside the platform also leaves you unprotected if anything were to happen.

Keeping it on FAYD

Sessions with clients you met through FitnessAtYourDoor are booked and paid through the app. That is what protects your payout, covers you under our policies, and keeps your account in good standing. Taking a platform client off-platform is grounds for removal under our Community Guidelines.

Emergencies and injuries

• In any emergency, call 911 first, then file an incident report with FitnessAtYourDoor.
• If there is an injury, fill out the incident report and take pictures. Call 911 if it is an emergency.
• Signs of a heart attack include chest pain, a change of color or paleness, and pain radiating down the left arm. If the person is conscious, have them chew and swallow aspirin, get an AED, and call 911 immediately. If they are unconscious, begin chest compressions and CPR and call 911 immediately.

Keep your CPR certification current. It is one of the documents we require on file.

Logging, documents, and refunds

Logging sessions

The best way to log a session is to book it in the app before it happens, from the Clients tab. Booked sessions are covered by the cancellation policy and count toward your payout automatically. Any session that was not booked in the app must be logged on the website within 14 days of it happening. The system will not accept anything older, and it cannot be paid.

Your documents

Certifications, liability insurance, CPR, and your ID all expire. An out-of-date document is the most common reason a trainer gets held up. Check them under Provider → Edit → Certifications in the app.

Refunds

• If a client is not satisfied with the service, they get a full refund for that session.
• Refunds are issued only when a trainer does not show or does not follow this code of conduct.