Nailing the First Call

Establishing Trust from the Start

Will, EnableUs Community: Hey everyone, welcome back to Onboarding Participants. I’m Will, and I’m here with Winter. Today we’re diving into something that, honestly, can make or break the whole onboarding process—the very first call with a new participant.

Winter, EnableUs Community: Hi everyone! I’m Winter. And yeah, Will, you’re spot on. That first call isn’t just a box to tick—it’s where you start building trust. If you get it right, you’re setting up the whole relationship for success. If you get it wrong, well, it’s a lot harder to recover, isn’t it?

Will, EnableUs Community: Absolutely. I think a lot of people, especially when they’re new to this, feel like they have to impress or, you know, rattle off every service they offer. But really, it’s about making the participant feel comfortable. Like, just being calm, using plain language, and matching their pace. I used to rush through things—

Winter, EnableUs Community: Oh, same! It’s so easy to slip into that, especially if you’re nervous or you want to show you know your stuff. But it can come off as overwhelming, or even a bit impersonal.

Will, EnableUs Community: Yeah, exactly. I remember in my early days, I’d get on a call and, honestly, I’d talk way too much. I thought I was being helpful, but I wasn’t really listening. There was this one participant—I’ll never forget—she barely got a word in. Afterwards, I realised, wow, I’d missed what she actually needed. So now, I try to talk less and listen more. It’s a bit of a cliché, but it works.

Winter, EnableUs Community: That’s such a good point. And I think, too, just slowing down and letting the participant set the pace can make a huge difference. Sometimes they need a bit of time to open up, or they might be nervous themselves. If you’re calm and clear, it helps them feel safe to share.

Will, EnableUs Community: Yeah, and it’s not about being super formal either. Just being kind, giving them your full attention, and not making it feel like a sales pitch. That’s what really builds rapport from the start.

Understanding Needs and Communicating Clearly

Winter, EnableUs Community: So once you’ve set that welcoming tone, the next step is actually understanding what the participant needs. And that means asking the right questions, right?

Will, EnableUs Community: Yeah, and open-ended ones are the best. Like, “Would you like to tell me a little about yourself?” or “What supports are you looking for?” It’s not about ticking boxes, it’s about hearing their story. Sometimes I’ll ask, “Have you worked with NDIS providers before? What’s been helpful, or not so helpful?” That can open up a lot.

Winter, EnableUs Community: I love that. And I’ve found, too, that if you focus on their goals instead of just their challenges, people really respond. I had a participant once who was super quiet at first, but when I asked about what she wanted to achieve, not just what was hard, she just lit up. Suddenly she was telling me about her dream to get back into painting, and that totally changed how we could support her.

Will, EnableUs Community: That’s such a good example. And when you introduce your services, it’s important to keep it simple and relevant. Like, “Based on what you’ve told me, here’s how we might be able to support you.” Not a laundry list of everything you do, just what matters to them.

Winter, EnableUs Community: Yeah, and avoid jargon. I mean, sometimes we forget how much industry language we use. If you start talking about “service agreements” or “intake forms” without explaining, it can be confusing. Just keep it clear and focus on the benefits that actually matter to the participant.

Will, EnableUs Community: And be honest about what you can and can’t do. If there’s a waitlist, or if something’s outside your scope, just say so. It’s better to be upfront than to overpromise and disappoint later.

Setting Expectations and Next Steps

Winter, EnableUs Community: So, once you’ve talked through their needs and what you can offer, it’s all about setting expectations for what happens next. And honestly, this is where a lot of people get tripped up—because it’s easy to slip into jargon or make things sound more complicated than they are.

Will, EnableUs Community: Yeah, totally. I always try to explain the process in plain English. Like, “If it feels like a good fit, the next steps would be to fill out an intake form, sign a service agreement, and then we can schedule a start date.” And then I’ll ask, “Would you like me to email those details through?” Just keeping it simple, you know?

Winter, EnableUs Community: And at the end of the call, I think it’s really important to offer a summary and clear next steps. Even just saying, “Would it be helpful if I send over a summary of what we discussed and the next steps?” It reassures people that you’ve heard them and that you’re organised.

Will, EnableUs Community: Yeah, and following up quickly makes a huge difference. There was this provider I know who started sending thank-you summaries within 24 hours of every first call. Just a quick message saying thanks for their time, a recap of what was discussed, and what happens next. It sounds simple, but it actually turned a lot of new sign-ups into ongoing relationships. People felt valued and knew exactly what to expect.

Winter, EnableUs Community: It’s such a small thing, but it really builds trust. And I guess, at the end of the day, that’s what the first call is all about—making people feel respected, informed, and supported. If you do that, you’re already ahead.

Will, EnableUs Community: Couldn’t agree more. And hey, if you’re listening and you want more tips or stories from the field, stick around for future episodes. We’ll be digging into more onboarding workflows and real-life examples.

Winter, EnableUs Community: Thanks for joining us today. Will, always good chatting with you.

Will, EnableUs Community: You too, Winter. And thanks to everyone for tuning in. Catch you next time!