Imagine you wake up to a message from your calendar app that you’ve got a discovery call with a prospect referred by an existing client. They provide a few details about their situation, and you’re sure you can help them. You’re excited about the call and the prospect of a new opportunity.
The call starts well, but somewhere between “nice to meet you” and “I’ll be in touch,” you sense that something went very wrong.
The emotional rollercoaster of sales can stress even the most successful coach. How can you learn from a bad call to help you prepare for success in the next call?
Of course, reframing the call that didn’t go as well is critical. Ensure you approach the post-mortem with an attitude of turning the experience into future success. Failure is only feedback; it is a gift that helps you strengthen your commitment and process for future discovery calls.
Discovery Calls Are Critical to Coaching Business Growth
If you’re a coach looking to expand your client base, mastering the art of the discovery call is crucial. This initial conversation is more than just a formality; it’s your first chance to connect with potential clients, understand their needs, and subtly showcase your coaching capabilities.
Here’s how you can make the most of your discovery calls, turning every conversation into a pathway toward enrollment while maintaining a genuine, non-pushy approach.
Preparation is Key
Before you even pick up the phone or log into your video call, prepare. Remember that you’re a guide on a journey, so you must clearly understand where a prospect begins in the process.
- Understand Your Audience. Know who you’re speaking with. Look at their social media, website, or any available information to get a sense of their background, challenges, and goals.
- Set the Tone. Decide on the vibe of the call. You want to be professional yet approachable, showing empathy and understanding rather than just selling your services.
- Have Your Tools Ready. Whether it’s a questionnaire, a script of questions, or just notes, ensure you have everything at hand to guide the conversation smoothly.
The Art of Listening
- Active listening isn’t just about hearing words; it’s about understanding emotions, hesitations, and underlying issues. Nod, make eye contact (if on video), and use verbal affirmations like “I see” or “That makes sense.” Active listening helps you stay engaged with their journey and affirm that you remain their guide.
- Reflect and Clarify. Paraphrase what the potential client says to show you understand: “So, what I’m hearing is that you’re looking for more balance in your life. Is that correct?” This not only shows you’re listening but also gives them a chance to confirm or correct your understanding.
- Ask Open-Ended Questions. Encourage them to share more by asking questions like, “What does success look like to you in this area?” or “Can you tell me more about your biggest challenge right now?”
Showcasing Your Coaching Capabilities
- Storytelling. Share brief, relevant stories or testimonials from past clients who faced similar issues. This subtly demonstrates your expertise without making direct sales pitches.
- Demonstrate Value. Instead of listing your qualifications, show your value through your handling of the conversation. Provide mini-coaching moments by giving insights or asking thought-provoking questions that lead to small “aha” moments for the client.
- Customize Your Approach. Based on what you learn, tailor your discussion. If they’re overwhelmed by choices, perhaps you discuss your method of decision-making coaching. If they lack motivation, you might touch on how you help clients find their inner drive through intrinsic motivation.
Closing the Conversation Gracefully
- Summarize. Recap the discussion, emphasizing their goals and how you can help meet those needs. “From what we’ve discussed, it sounds like you’re looking to enhance your leadership skills, and I think my program can offer a structured way to do that.”
- Next Steps. Be clear about what happens next without pressuring them. “I’d love to continue this conversation. Here’s what I suggest for our next steps…” Provide options like a follow-up call, a trial session, or sending additional information.
- Leave the Door Open. Even if they’re not ready to commit, ensure they leave the call feeling valued and understood. “Feel free to reach out if you have more questions or when you’re ready to move forward.”
Post-Call Actions
- Follow-Up. A quick email summarizing the call and thanking them for their time can go a long way. Include any resources or links you discussed.
- Nurture the Relationship. If they’re not ready to sign up, keep them engaged with newsletters, free webinars, or social media interactions until they are. If you come across an article that reminds you of the prospect’s aspirations, send it over with your personal thoughts.
By focusing on listening, understanding, and providing value, your discovery calls can naturally lead to client enrollments without the need for aggressive sales tactics. Remember, the goal is to build a relationship where trust and value are the foundations, not just the transaction of signing up a new client.
Learning from Rejection: What Went Wrong During a Discovery Call?
When analyzing a discovery call that didn’t meet your goals, answer some of these questions honestly.
- Was I adequately prepared for this prospect’s specific situation with research, analysis, and information?
- Was I fully present and focused during the call?
- What percentage of time did I spend talking vs. listening?
- Did I truly hear their core challenges? Why or why not?
- Did I connect their problems to my solutions?
- Was this prospect actually a good fit for my services?
- Where was the prospect in the sales cycle? Were they only in the initial investigation? Might they be ready to buy in the future?
- Were their expectations aligned with what I offer?
- What were their motivations for engaging you in a discovery call, and did you meet those aspirations?
Remember, every call builds your consultation and coaching skills. Asking important questions and assessing a client’s readiness can help you find greater resilience in future sales processes. Each interaction teaches you something new and provides an opportunity to learn more about yourself as a coach.
How to Improve the Process for Discovery Calls
As with every aspect of your business, commit to consistently improving your discovery calls to foster growth and better relationships.
Aim to Improve for Every Call
Set a goal that every call will improve your performance during discovery calls. What aspects of these critical initial calls challenge you? How can you improve?
Listen More Than You Talk
The discovery call should be 70% prospect and 30% you. Your primary role is to understand their situation deeply. If you’re recording calls, use an AI tool to analyze the balance of the conversation.
Stay Curious
Approach each call with a genuine interest in the prospect’s story and challenges. Consider that each call is an opportunity to understand possibilities and opportunities for your business and the relationship.
Focus on Value
Help them see the transformation possible through your coaching, not just the features of your program. Focus on outcomes and their result destination, not the vehicle.
Maintain Professional Boundaries
Be willing to say no if you’re not the right fit. Your integrity is your most valuable asset. Honesty can turn an unfruitful conversation into an opportunity for future referrals.
Follow Up Thoughtfully
Within 24 hours of the call, send a summary email thanking them for their time and outlining the next steps.
Stop Selling After the Yes
Many people continue their sales process even after the yes. If the prospect is interested, shift the conversation to the next steps.
Don’t Rush to Close
Beware of rushing to close the sale before understanding the prospect’s needs and challenges. Pushing a prospect to make a decision before they’re ready will ensure they’re never ready. Guide the sale, but don’t rush prospects. Stay attuned to where they are in the process and remain with them as a guide.
Learning from Every Discovery Call Will Make You a Better Coach
A successful discovery call isn’t about closing at all costs. More than anything, it is like a first date where you get to know a client with whom you hope to have a long-lasting and fulfilling relationship. You must guide your client to that determination and decide if the prospect is someone with whom you’d enjoy working.
When you approach these calls with authenticity and a true desire to help, the enrollment conversation becomes natural and pressure-free.
