How to Run a New Client Discovery call

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Welcome back!
Have you ever found yourself on the phone with a potential new client and fumbling for the right answers? Or - if you’re anything like I was when I was first starting out - you catch yourself droning on and on in excruciating detail about alllll your services? Yikes!
Looking back, my consultation calls were riddled with missed opportunities and weak answers to client questions. I’d get so nervous and I didn’t have a plan in place. I knew I needed help. So I hired a sales coach and WHAT a difference that made. I immediately started converting callers into happily paying clients without feeling salesy.
Now, that was years ago and $1000s were invested in coaching. Today, I no longer need a script, there is a smile in my voice (instead of a frog), I have perfectly poised answers for frequently asked questions, and I rarely end a call without a booked consultation.
Perhaps if you are really struggling with your calls, a coach could be helpful. But today’s post - which outlines exactly how I run my calls - might be all the help you need. Let’s dive in.
THE IMPORTANCE OF A SCHEDULED CALL
Scheduling your calls is paramount. Why?

Better focus - Scheduling calls reduces distractions for you and your prospect compared to cold calling.
Demonstrates Commitment - A client willing to wait to talk demonstrates they are serious about hiring someone. They haven’t called you on a whim because they can reach you at the click of a button. They are researching and plan to invest.

Always give yourself a little buffer before and after a call to prepare and follow up.

BEFORE THE CALL

Here are 7 things to do to prepare for the call.

Give yourself a few minutes before the call to shift your focus.
Print out the client’s information and your Client Intake Cheat Sheet.
Get in a quiet space with no distractions.
Review their client intake email/message. Note any keywords that identify their emotions or how they feel about their space (i.e. embarrassed, overwhelmed, frustrated, etc.).
Have your calendar available to book a consultation. Have 1-3 available dates on hand for a consultation.
Have your Ladder of Services printed for easy reference.
Smile when you dial. It makes a HUGE difference to have a smile in your voice!

DURING THE CALL

Greeting - Quick friendly greeting and thank you.
Invitation to Talk - Always ask the client to begin sharing first.
- Use your Client Intake Cheat Sheet and take thorough notes in the sections outlined for you. Pay special attention to their pain points.
- Write down their words. Using their words is important, as you will want to reflect back on what they have actually said to you.
Thank You - The VERY FIRST words you should say as soon as they are done - “Thank you.” or “Thank you for sharing that with me.”
Empathy - Show understanding that you know what it feels like to be in their shoes.
Authority - Explain why you are the best person to help them.
Ask Questions - If you have clarifying questions - ask them now, keep them brief.
Your Best Service - At this point, you want to share with them the best service match for them (if you offer more than one service) and why.
Highlight Benefits - Describe the overall service benefits - NOT the cost (yet). Be careful not to get into the weeds with too many details about the process. Instead, focus on the results.
Services & Pricing PDF - Giving clients too much information upfront during the call is exactly that - it’s TOO MUCH information. Your goal on the call is to keep them focused on wanting to work with you and avoid overwhelming them. Instead, let them know you will send an “Informational PDF” immediately after that will outline the specifics of the design process.
- This will put them at ease knowing a reference guide is coming their way soon and allow them to concentrate on getting to know you.
- I have one for each of my services and will send the best-fit option based on our conversation. This information is best delivered with beautiful graphics and you can make one in minutes with this template.
Open for Questions - Before you start talking dolla bills, you want to specifically ask if they have any questions about the process or what is included.
Triple Threat: Recap + Investment + Availability -
1. Recap what is included.
2. State your rate(s).
3. Offer your first availability.
4. It may sound something like this:
  “So an initial consultation includes ______ and is $______. We have availability to meet in 2 weeks. After that, if you choose to move on to Full-Service Design, my hourly rate is $______ with a minimum of _____ hours. How does that sound? Would you like to book a consultation over the phone with me now?
Book Over the Phone - Verbal commitment is so important. Be sure to have some dates in mind beforehand.
Thank You - Don’t forget a warm and welcome, “Thank you!”
Congratulate - Congratulate them on taking the first step / choosing to invest in themselves and their home. “We are so excited for you!”
Next Steps - Remind them of next steps - You will ______. They will ______. Tell them you will send a PDF with more details that show examples of deliverables, outlines the process, and more. This will help get ahead of questions they may have and send the message that you know exactly what you’re doing.
Closing - “If you have any questions, don’t hesitate to email me. I look forward to visiting with you. Enjoy the rest of your week/upcoming weekend etc.”

AFTER THE CALL

Immediately - Email a thank you with the Informational PDF and send link to complete the booking.
Follow-Up - Make sure you have a system for checking in if they have not responded, completed the booking, or to confirm your appointment 24 hours in advance.

And that’s it! Easy, right? I know it may seem like a lot at first, but I promise it gets easier each and every time you practice. Look at each step like a tiny bite and before you know it you will have cleaned your plate (and maybe even scored a new client or two). Don’t forget to download your free Client Intake Cheat Sheet and good luck on your next call!