Turn Enquiries Into Yes: Discovery Call Checklist

Laying the Groundwork

Will, EnableUs Community: Hey everyone, welcome back to the EnableUs Community Podcast. I’m Will, and I’m here with Winter. Today, we’re diving into something that honestly, I reckon, makes or breaks your first impression with a participant—the discovery call. Winter, you ready to get into it?

Winter, EnableUs Community: Absolutely, Will. This is one of those things that sounds simple, but there’s a lot going on behind the scenes. Before you even pick up the phone, you’ve gotta do your homework. Like, reviewing the enquiry—location, age, funding type, all those details. They matter way more than people think.

Will, EnableUs Community: Yeah, and I’ll admit, I learned that the hard way. Ages ago, I had this call lined up, thought I was all set. But I’d missed that the participant was actually outside our service area. So, halfway through, I’m realising, “Oh no, I can’t actually help them.” It was awkward, and honestly, I felt pretty unprofessional. Since then, I always double-check those details—location, age, funding—before I even start prepping my talking points.

Winter, EnableUs Community: That’s such a good point. And it’s not just about ticking boxes, right? It’s about making sure you’re not wasting anyone’s time. Plus, when you’ve got your discussion points ready and your environment is set up—quiet, no distractions—it just shows you’re organised and you care. It sets the tone for the whole call.

Will, EnableUs Community: Exactly. And, like, having your forms or agreements handy—just in case the call goes well and you’re moving to the next step—makes you look prepared. It’s all about that first impression, and honestly, people can tell when you’re winging it versus when you’ve actually put in the effort.

Building Trust and Connection

Winter, EnableUs Community: So, once you’re prepped, the real magic happens when you actually connect with the participant. I always start with a warm greeting, thank them for their time, and just, you know, invite them to share their story. It’s not about launching into a sales pitch—it’s about listening first.

Will, EnableUs Community: Yeah, and I think that’s where a lot of people get it wrong. They jump straight into what they offer, but if you don’t actually hear what the participant needs, you’re just guessing. I mean, asking open questions like, “What are you looking for?” or “What’s worked for you in the past?”—that’s where you get the real info.

Winter, EnableUs Community: Totally. I had a call not long ago where the participant was really hesitant at first. You could just tell they’d had some rough experiences before. So I just let them talk, took notes, and reflected back what I was hearing—like, “It sounds like you’re really looking for more independence and support with daily living, is that right?” And you could hear the relief in their voice, just from being understood. By the end, they were way more open, and it turned into a really strong partnership. Sometimes, just being heard is the thing that makes all the difference.

Will, EnableUs Community: Yeah, and it’s not about pretending you have all the answers, either. Sometimes I’ll say, “I might be wrong, but it sounds like this is your main goal—did I get that right?” It shows you’re actually listening, not just ticking a box.

Clear Communication and Confident Closures

Will, EnableUs Community: Alright, so you’ve built that trust, you’ve listened—now comes the part where you actually talk about your service. And honestly, this is where I see people trip up with jargon or, like, overcomplicating things. Just keep it clear and focus on outcomes. Like, “We help people feel more independent by supporting daily living,” instead of rattling off a list of technical terms.

Winter, EnableUs Community: Yeah, and being upfront about stuff like onboarding, paperwork, or even waitlists—people appreciate the honesty. If there’s a cost gap or a limitation, just say it. It’s way better than overpromising and then having to backtrack later. And always, always confirm the next steps at the end. I’ll usually say something like, “Does this feel like a good fit for you?” and reassure them there’s no pressure.

Will, EnableUs Community: And don’t forget the follow-up. Sending a summary email with what you discussed, any forms, and your contact details—it’s such a small thing, but it keeps people engaged and shows you’re professional. Oh, and if it turns out you’re not the right fit, don’t just leave them hanging. I’ve had to refer people elsewhere before, but I always make sure they feel supported, like, “Hey, I know someone who might be a better fit, let me connect you.” It’s about building goodwill, not just chasing a yes.

Winter, EnableUs Community: Exactly. The goal isn’t just to get a yes—it’s to get the right yes, for both you and the participant. If you do all this—prep, listen, communicate clearly, and follow up—you’re setting yourself up for real, lasting partnerships, not just ticking off another enquiry.

Will, EnableUs Community: Couldn’t have said it better. Alright, that’s a wrap for today’s episode. If you found this helpful, stick around—we’ve got more practical tips coming up in future episodes. Winter, always a pleasure chatting with you.

Winter, EnableUs Community: You too, Will. Thanks everyone for tuning in, and we’ll catch you next time on the EnableUs Community Podcast. Take care!