One on One is the “gold standard” for safety and cleanliness. In response to the COVID-19 outbreak, we have taken strong action to ensure a safe and pleasant experience for our clients and team members.
In addition to our daily cleaning procedures, our HVAC system incorporates both ERV’s (Energy Recovery Ventilators) to circulate new, fresh air from the outside and UV/hydro-peroxide plasma units to neutralize bacteria and viruses. In addition, we use medical grade MERV-13 antimicrobial filters for the system.
Our clients come to One on One because of our reputation for helping individuals achieve their fitness goals. We have achieved this reputation by working as a team. Although you may have one or two trainers that you usually work with and are most comfortable with, our Team Training System ensures that all team members are qualified and prepared to train you at the highest level. First, we assign you a Program Manager based on availability, personality and individual expertise. This is the team member who is responsible for keeping your medical history, goals, and Blueprint for Success up to date. If a different team member will be working with you, they need only review your file to know exactly what One on One has planned during a given session. Although reviewing the file would be enough, your Program Manager always communicates with the team member about your special needs to ensure that you have the best possible experience.
Although it is natural that you might become attached to a particular individual, you are here for the fitness and for the results. Please don’t shy away from working with different trainers. For example, if you need to change an appointment with your regular trainer, but he/she is unavailable to work with you at another time, we will look for a different trainer to work with you that day. One of the benefits of being at One on One is having the ability to maintain the continuity of your program despite scheduling challenges. It is your program that is the priority…not the individual training you.
Trainer by Request
For an additional per session fee, you may request a specific trainer. There are many reasons for the additional cost. Remember that our team members are essentially booked throughout the day. Getting you with your requested trainer often means taking them away from someone else. Moreover, it is almost always our most senior staff members who are requested.
Scheduling is absolutely the most challenging part of our job. Our regular fees are based on our mutual understanding that One on One will provide you with a professional personal trainer, rather than a specific individual.
Clients generally resist working with a new trainer, which is understandable. Please trust that we don’t want to make any changes to a good client/trainer relationship unless it is absolutely necessary. However, we must take our trainer’s ongoing interests and desires for professional growth into account. This occasionally means lightening their training schedule and giving them new opportunities.
Burnout is a real problem in our industry. If we didn’t make changes and create job diversity for our trainers, they would leave. Then everyone loses, the irony being that the client would end up with a new trainer anyway. We want our team members to enjoy what they do and stay at One on One for the long term.
If working with a particular individual is of paramount importance, it can be addressed through our “Trainer by Request” option outlined in FAQ #3.
Having a regular/master schedule is typically the most ideal situation for clients and the One on One training team. Once your appointment has been placed on the master schedule, it is essentially yours, meaning that we are responsible for ensuring a trainer is available. At the same time, you are responsible for regularly using your reserved slot.
Our schedule is always essentially full, making it impossible to reserve appointment times on the master schedule for clients who frequently cancel. It is unfair to our trainers and to other clients who have requested the same time slot. Accordingly, you can reschedule/cancel each individual master schedule time no more than two times per quarter. After that, you will be charged for missed sessions for the remainder of the quarter.
If you find yourself having to cancel/reschedule too frequently, we ask that you:
- Look for different times that work better for you and suggest them to us if you are having difficulty meeting this guideline.
- Ask about other programming options that provide more schedule flexibility and are more conducive to your lifestyle.
It is important to mention that, in addition to not working for us, missing a master slot 20% of the time likely means it isn’t working for you either. We have other, more flexible options available to help ensure you are meeting your exercise frequency objectives.
Finally, we understand that for some clients, a regular schedule will not work. Although we cannot guarantee availability without a regular schedule, One on One will always do its best to accommodate this situation and is most often successful when a reasonable window of availability is provided.
Yes, you can change your regular schedule if needed. With as much notice as possible, notify your trainer(s) by giving them the details of how your schedule will be changing and what your availability will be. They will communicate this to senior staff. A senior staff member will then contact you to discuss potential solutions.
Unfortunately, we will not always be able to accommodate your requests. Should this happen, you will be placed on our Schedule Request List. As soon as a spot becomes available that suits your needs, we will contact you.
Clients who are not on a master schedule can “float” week-to-week. It is important to note that floaters cannot schedule more than one week in advance. Due to limited availability for personal training, there may be instances where SGT or independent training will be the only options available for floaters.
Progressing a fitness program is not an exact science. We want our clients to see results as quickly as possible, but don’t want to move so quickly that they are excessively sore or get injured.
Communication is key! Our basic expectation of all clients is that they communicate with their trainer(s) in real-time about issues such as exercise intensity, exercise likes/dislikes and overall program satisfaction. The sooner we know, the sooner we can address the issue.
In addition, expect to be sent a Program Evaluation Form (PEF) – PEFs ask detailed questions about accomplishments, goals, potential roadblocks and updates your medical history. Often, PEFs provide enough information to preclude the need for a Client Conference. Other times, they reinforce the need for a formal meeting.
Completing a PEF must be done at least once per year and is mandatory. In addition to helping us with your programming, it provides us with updated medical information. When it is sent to you, please take time to complete it so we don’t have to do so during a training session.
This information is extremely important to our mutual success. Taking the time to share it is a small commitment on your part, especially when you compare it to the total investment of time you are making towards your health. Our most senior staff members use this information to help your trainer develop and continually morph your program, making it the very best.
Client Conferences are formal meetings between you and the appropriate One on One team member(s). The objective of these formal meetings is to ensure that each client is having the best possible experience at One on One. Updating changes to a client’s medical status, progression toward goals, changes to goals, exercise likes/dislikes are a few of the topics that are addressed. Expect to have a Client Conference four to five weeks into your program, then as often as you and/or your trainer deem necessary.
Client Conferences will be held at the beginning of an already scheduled session. Some conferences may only take a few minutes, while others may take the entire length of the session. Many clients need that time to share where they are and where they want to be. Others simply prefer to get busy exercising. We will meet each individual where they need to be met. If requested, a bike can be moved into the Yoga room (when available) allowing the client to exercise during the conference.
Yes, One on One accepts credit cards. However, a 3% administrative fee will be added to your payment. One on One accepts credit cards solely as a convenience to the clients who wish to use them. We do not spread this cost amongst our entire client base.
| Monday | Tuesday | Wednesday | Thursday | Friday | Saturday | Sunday |
|---|---|---|---|---|---|---|
| 6am – 6:30pm | 6am – 6:30pm | 6am – 6:30pm | 6am – 6:30pm | 6am – 6:30pm | 8am – 1pm | 8am – 1pm |
Twenty-Four hours’ notice must be given in order to change, cancel or reschedule an appointment for there to be no charge for the originally scheduled session. For example, if the session you need to change is scheduled at 8 a.m., please call and notify us by 8 a.m. the day prior.
Without this policy, cancellations would become far too frequent. Some would cancel at the last minute for the most frivolous reasons. Our team members would, to say the least, become disillusioned. It is important to remember that some of our trainers are paid per session. This is how they earn their living. With 24 hours’ notice, they are given the opportunity to get your time slot filled by another client.
Occasionally there is confusion regarding the “rescheduling” of a session to another time on the same day. Without exception, if you cancel the original session and “reschedule” during the same day, you will be charged for both sessions. If your trainer isn’t given 24 hours to get your time slot filled with another opportunity to work, they will be paid and you will be charged. In addition, it is often burdensome for the trainer to put that second session onto their schedule that day. For example, they could be here from 6:00 AM until 4:00 PM doing sessions, then have an additional session added at 4:00. They are used to long days and will go the extra mile to help you with your schedule, but they need to get paid in both instances.
Associate Clients have the option of purchasing an extra session if they change, cancel or reschedule their originally scheduled session without 24 hours’ notice.
Simply speak with a team member or call One on One (234-1625). DO NOT E-MAIL. There are too many variables and problems associated with e-mailing cancellations/scheduling issues for us to allow it.
When calling, the team member answering the phone will take care of cancelling your session. They will always attempt to get you rescheduled, regardless of whether you have cancelled with 24 hours’ notice or not. With 24 hours’ notice, there is no charge for the change. Without it, you are scheduling an additional session to the one you cancelled as outlined in FAQ #12. It is up to you to make the decision as to whether you want to schedule an additional session or not. The team member handling the call will not be responsible for reviewing the financial ramifications of rescheduling your appointment unless asked.
We review this policy every year, but invariably come to the same conclusion. There are simply too many variables and problems associated with e-mailing cancellations/scheduling issues for us to allow it.
- We must keep our schedule accurate at all times. When a cancel/reschedule is emailed, it may take several hours before it is seen. This not only creates a real-time accuracy problem for us internally, but also brings into play our 24-hour cancellation policy. A cancellation could be emailed 24 hours in advance, but first seen with much less notice.
- When trying to determine mutually agreeable scheduling/re-scheduling options, there is often some discussion needed to determine what works. A telephone conversation allows us to quickly explore what is possible versus a time-consuming back-and-forth by email.
Remember that this policy only applies to near-term (7 days) cancellations/reschedules. All other email communications are welcome.
In order to maintain professional integrity, One on One discourages team members from sharing their personal cell phone numbers with clients. We ask that you respect our position and not ask staff members for their cell phone numbers or for texts. So you are aware, team members are expressly prohibited from having business related communications by text.
Personal Fitness and Personal Fitness for Two clients have access to the facility as long as they’re using ten sessions per month. We do this to prevent somebody from purchasing a bundle of training sessions, meeting with a trainer a few times per month and using the facility for free the rest of the time.
Independent use of the facility is available on our monthly programs (Associate, Small Group Personal Fitness, Independent). If you would like to use the facility independently and are not on a monthly program, we will gladly look at options and recommend a solution.
Although it rarely is an issue, the simple answer is yes.
During a SGT session, the team member must provide an excellent experience and keep things flowing smoothly for five people. One bottleneck can negatively affect all five. SGT participants have committed to being here at that time and our team has prepared their session in advance based on that commitment. Team members can’t be expected to program around the chance that a piece of equipment won’t be available because an independent client is here and would like to use it. Accordingly, SGT clients are prioritized.
Sixty days is the maximum amount of time a client can be absent from One on One without having to go through the new-client start-up process.
In addition to mitigating potential liability issues for us as fitness professionals, this work is absolutely necessary to set us up for mutual success. Senior Staff needs to gather pertinent information in a consultation, design your new fitness program and prepare the team to start working with you again.
For returning clients on a monthly program (Associate, Small Group Personal Fitness, Independent), the cost is $450.00. This includes a consultation and three consecutive Personal Training sessions. These initial sessions are critical to ensure you have ownership over your independent exercise and are completely familiar with your ongoing program.
Those on the Personal Fitness program will be charged $150.00 for a new Initial Consultation.
Our client’s friends and family are always welcome at One on One for a $25.00 fee. The daily fee for non-affiliated individuals is $50.00. In addition to the daily fee, we ask that your guest sign a waiver prior to using the facility. Special arrangements can be made if your guest would like to meet with a trainer, join you for your training session or use the facility for an extended visit. Please call ahead when bringing a guest.
One on One has no childcare facilities. For their safety and the safety of others, children are not allowed in the facility unattended.
Shoes and shirts are required at One on One. Please discuss footwear with your trainer. Closed toe shoes are required for use of the aerobic equipment such as treadmills, elliptical, bikes, etc. On occasion your trainer may have you perform exercises in your stocking feet. Going barefoot is not permitted.
Many people suffer from Multiple Chemical Sensitivities (MCS). Individuals with MCS possess an unusually severe sensitivity or allergy-like reaction to many different kinds of pollutants, including (among other things) perfumes, colognes and scented lotions. We have several clients and staff members who are affected by MCS. Your cooperation helps to ensure that everyone at One on One has the best possible experience.
In order to improve the sustainability of your program and ensure your success, many of the tools used as part of your training program are available for purchase. Foam rollers, resistance tubing, massage stick, Airex pads, etc. are all available. Ask your trainer which tools would be beneficial for use as part of your independent exercise program.
Most importantly, your training program must continue. Your trainer can train with you virtually and/or create a travel program for you. Please give your trainer ample time to prepare.
Clients who purchase SGT bundles or are on the Personal Fitness program are charged nothing as they pay only for the sessions they use (subject to Master Schedule restrictions referenced in F.A.Q. #5).
For those who are on monthly programs, see F.A.Q. #27.
Regardless of the program you are on, a client that has been away from One on One for more than 60 days must do another Initial Consultation.
Our Virtual Training service provides One on One’s Personal Fitness program to clients who travel for extended periods of time. These sessions are delivered via Facetime, Skype or Zoom and are prepared in advance based on your goals and information gathered from your previous exercise session.
Associate, SGPF and Independent clients can “freeze” their program for one month out of the year. There is a $50.00 fee for freezing in the form of a donation to either YSB or CVIM. It is understood that One on One will not be able to reserve your regularly scheduled appointment during your absence. If reserving your master schedule time is important to you, you can reserve it while away for a $150 fee. It is also understood that any Associate, SGPF or Independent client that is away for more than one month must pay the initial fee to start again.
One on One will be open and taking appointments in all but the most inclement weather. Should we decide to close or modify our hours, we will post an announcement on our client only Forum.
Please remember, the 24-hour cancellation policy is always in effect. We encourage our clients to keep an eye on the forecast. If the weather looks questionable, cancel your appointment 24 hours in advance. Then, if the weather is not as bad as you expected, call and we will do our best to get you in that day.
It is not our desire to charge you for a session you don’t use, nor is it our desire to have you drive in unsafe conditions. Everyone has a different comfort level with driving in snow. What is unsafe for one is no problem for another. Accordingly, we must leave the decision and responsibility for managing your schedule up to you.
One on One will charge a $10.00 administrative fee for each payment reminder notice sent. Payment reminder notices indicating the additional fee(s) will be sent weekly until payment is received.
As a reminder, payment for the Associate, SGPF and Independent programs is due in advance on the 1st of the month. Payment is considered late if we have not received it by the 10th of the month. Personal Fitness and Personal Fitness for Two programs are invoiced approximately seven days prior to beginning a new series of twenty-four sessions. Payment is due within 10 days of receiving the invoice.
A client under 18 years of age is not permitted to use One on One’s facility without the supervision of a One on One Personal Trainer. One on One is committed to the safety of minors and respects the increased inherent risks of exercise without direct guidance from a fitness professional.