How to make a good impression with new participants
And get them coming back for more
We all know how daunting it can be to walk into a room full of strangers. Add on that it’s a fitness class and you don’t know what you’re doing, the experience can be terrifying. And it doesn’t get any easier as we get older either!
When we have a new participant or client turn up to class for the first time we want to give them a positive experience. It's good for us because it's always great having more people in class. It's also good for them because you might just be the difference between them having a great day or a terrible one.
A lot of their first impression will come from our own interactions with the new person, but it will also be affected by their interactions with other participants in class. It can make all the difference to whether that new person comes back to your class, or even back to the fitness centre at all.
So, what can we do to help make a great first impression on new participants? Here are a few ideas.
Introduce yourself, let them know what to expect in class and how it will run, and ask about their experiences. Have they been to other classes in the centre before? Did they do exercise when they were younger? What are their goals, or why did they choose this class. Reassure them and encourage them to just have a go, and let them know that they can always stop if they aren't comfortable doing an exercise.
Ask for their name, and remember it!
Try and use the new person's name a couple of times during and after class - it will help you to remember it the following week, and shows that you care too. Make sure though that you aren't calling it out in the middle of class in front of everyone else though - your new participant may get a little embarrassed, even if you're just having fun.
Ask if they have any injuries
Let them know you will adapt exercises for them if they need, and point out any exercises they might need to avoid. If they have a serious medical condition, make sure they have approval from their doctor to start an exercise program.
Always keep an ear out
If you hear or see a new person at reception, offer to walk with them to the program room, even if they’re not going to your class. Or if someone is struggling with the self-serve kiosk to book into a class, ask them if they would like any help.
This can be a great way to break the ice, and you get to use the new person's name too! Try and give them a conversation starter, such as "Lois has been coming to this class for 20 years so if you have any questions, you can always ask her!"
Ask one of your regular participants to introduce themselves
If you think the new person may be a little shy and prefer not to be introduced to a group of people, call one of your regulars over and get them to introduce themselves. Ask them to show the new person around and be a guide throughout the class.
Let new people know where they can stand
Often new people will be a little unsure of where to stand, and often end up standing on the back wall with no room to move. Point out a good spot for them so they’re confident they’re not in the way - especially if you have regular clients who are territorial!
Ask a couple of questions
If you have time, ask a couple of questions and try to find something you have in common or that you can connect with, and possibly work into your class conversations later. Get them talking about something that they are familiar with, to take away some of the anxiety of being in a situation that they aren't familiar with.
When we have a new participant or client turn up to class for the first time we want to give them a positive experience. It's good for us because it's always great having more people in class. It's also good for them because you might just be the difference between them having a great day or a terrible one.
A lot of their first impression will come from our own interactions with the new person, but it will also be affected by their interactions with other participants in class. It can make all the difference to whether that new person comes back to your class, or even back to the fitness centre at all.
So, what can we do to help make a great first impression on new participants? Here are a few ideas.
Get to know the new participant
Have a chat with them before class startsIntroduce yourself, let them know what to expect in class and how it will run, and ask about their experiences. Have they been to other classes in the centre before? Did they do exercise when they were younger? What are their goals, or why did they choose this class. Reassure them and encourage them to just have a go, and let them know that they can always stop if they aren't comfortable doing an exercise.
Ask for their name, and remember it!
Try and use the new person's name a couple of times during and after class - it will help you to remember it the following week, and shows that you care too. Make sure though that you aren't calling it out in the middle of class in front of everyone else though - your new participant may get a little embarrassed, even if you're just having fun.
Ask if they have any injuries
Let them know you will adapt exercises for them if they need, and point out any exercises they might need to avoid. If they have a serious medical condition, make sure they have approval from their doctor to start an exercise program.
Always keep an ear out
If you hear or see a new person at reception, offer to walk with them to the program room, even if they’re not going to your class. Or if someone is struggling with the self-serve kiosk to book into a class, ask them if they would like any help.
Get them comfortable in an unfamiliar environment
Introduce new people to a group of participants who are already thereThis can be a great way to break the ice, and you get to use the new person's name too! Try and give them a conversation starter, such as "Lois has been coming to this class for 20 years so if you have any questions, you can always ask her!"
Ask one of your regular participants to introduce themselves
If you think the new person may be a little shy and prefer not to be introduced to a group of people, call one of your regulars over and get them to introduce themselves. Ask them to show the new person around and be a guide throughout the class.
Let new people know where they can stand
Often new people will be a little unsure of where to stand, and often end up standing on the back wall with no room to move. Point out a good spot for them so they’re confident they’re not in the way - especially if you have regular clients who are territorial!
Ask a couple of questions
If you have time, ask a couple of questions and try to find something you have in common or that you can connect with, and possibly work into your class conversations later. Get them talking about something that they are familiar with, to take away some of the anxiety of being in a situation that they aren't familiar with.
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Or wanting to get a better understanding of the challenges and changes that they are experiencing? Sign up to our Introduction to Working with Older Adults online course and get prepared and equipped today!

Get them feeling like they’re part of the group
Touch base throughout classKeep an eye on new participants during class and when you break to get mats, a drink, or weights. If you can, see how they’re going with the different exercises, or if they need help deciding on the appropriate weights to use, and give them a little encouragement.
Your smile might be your best weapon
Make regular eye contact and give the new person a regular smile of encouragement, or help them to have a laugh if they are struggling with some of the exercises. Make sure they know that you are laughing with them, not at them.
Help them with difficult exercises
If you see they’re not picking up an exercise, adapt your workout. You might give them a simpler option (i.e. just do the feet and not the arms, or do the exercise without the weights), you can change the exercise next time you do it, or you can cut down how many repetitions you do.
Use inclusive language
There is nothing like feeling part of the group, and a part of something bigger. Use words like ‘us’ and ‘we’ and ‘everyone’, so they can include themselves as a part of the group and not feel like an outsider.
Get them coming back
Catch up after classAsk how they enjoyed the class, if it’s a good timeslot for them, and if it’s what they were looking for. If not, help the new person find another class to try so they know their next steps, but let them know that they are welcome back at any time.
Invite them to coffee
If your class goes out for coffee after the workout, invite the new person along. Ask one of your regulars to walk down to the cafe with them so they know where they're going, and they can sit down already in conversation with someone.
Thank them for coming
Trying a new class with new people takes courage and effort. Acknowledge this, and let them know you're glad they made it.
Finish with something positive
Even if the new participant struggled or has decided that it’s not the right class for them, let them know they did a great job and you enjoyed having them in class. Try to find something to have a laugh about, or comment on something they said at the start of class so they know you were listening and you remember. And use their name when you say goodbye!
Even if you only do a few of these things, it can make a real difference to a new participant. For many older adults, you might be the only contact they have with someone that day, or you might be the deciding factor on whether they come back again. It’s so important to be welcoming and encouraging new participants of all ages in our group fitness and community classes, but especially our seniors and older adults. Do everything you can to make a great first impression.
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