Template to a Successful Client Discovery Call

Sep 23

We all know that first impressions can certainly make or break a relationship. But when it comes to potential clients, we don't want to take any risks with the "break" part!

Client discovery calls are the first call you hold to get to know your client and see if you would be a good fit for each other. This can be a video (preferably!) or phone call after your initial contact via email or DM, scheduled out to talk about the client's needs more in-depth and how you can potentially solve them. Consider this the "interview" of your potential partnership, you want to be sure it's structured, personal, and educational. Not only do you want to be right for them, but you also want to make sure they match your target client as well.

So, how do we create the best client discovery call experience for both parties? Follow this outline:

1.) Do your research

Coming prepared and doing your research will be essential to a great first impression of the potential client. This can include, research about their industry, company, top competitors, opportunities, strengths, niche, and/or location. The more you know, the more comfortable you'll feel in the discussion.

2.) Schedule

Priority should definitely be put on new clients. The last thing you want is to schedule the call two weeks out and they go looking for someone else during that time. Make sure to make time for them as soon as you can and be sure to take their schedule into account! The best way to do that is to give them multiple time options for them to choose from. Chances are, their schedules are pretty busy and that's why they are calling on you for help, so ensure that you are mindful of their time! Additionally, it is best if you're the one setting up the call. A video platform invite or email calendar invite - whichever you prefer, make sure the client knows you are prepared and excited to meet with them!

3.) Plan

You want to be sure to have a plan for the call. This way, both you and your potential client knows what this call is for and what it will entail. This can be done through a bullet-point list, agenda, and/or topic points. Presentations are great for keeping yourself aligned with your outline. 65% of the world are visual learners, so it's a great way to help your potential client stay engaged and take in the info!

4.) Build rapport

Building rapport at the beginning of the call is so important! Show genuine interest in getting to know your potential client and make them feel comfortable before moving on to the work-centered points of the call. Ask how are they doing, ask how their weekend went, how their Wednesday is going, etc. From there, find some commonalities that you can turn into small talk and future connections. During this process, be sure that you're actively listening and remembering. The last thing you want to do is be the type of person that asks "how are you doing" and then starts a new conversation before they can even answer! Make sure you are providing verbal and non-verbal (if a video call!) to show that you're listening to what they have to say. And when it comes to remembering it, whether you have to write it down or you naturally are great at remembering these details, they are extremely important! Your clients should feel valued and not "just another number" to you.

5.) Add value and create conversation

The last thing we want to do is create an all-about-me, me, me, my services-type call. This isn't a lecture or direct sales call, this is definitely a two-way conversation with questions, value, and discussion. We want to be sure to not just discuss our services, but provide helpful information about how our services can fit in with their needs and how we can accomplish their goals. Be sure to ask open-ended questions and create an environment that allows for learning from both sides. Take charge and guide the conversation, but remember to leave enough room for them to talk and share their perspective.

6.) Send a prompt thank you, recap, and next steps

This is one of the most key parts of this process, that's often forgotten about. After the call, be sure to (1) thank your potential client for meeting with you. They took time out of their busy schedule, just like you did with yours. This is where you can also add details to your (2) rapport-building conversation, to show that you were listening and continue the relationship-building through commonalities. Next, (3) recap what you discussed in the call to have a memory refresh, and guide for both of you. After that, (4) you add in your call to action! Where do we go from here? What steps do we both need to take? Consider writing something like this:

Hi (name),

(1) Thank you so much for taking the time to meet with me today. I am so glad that we could not only get to know each other's companies but also, bond over the (2) Tampa Bay area restaurant seen!

(3) To recap our conversation:

Client company needs assistance with ___.
The current strategy isn't able to meet the goals of ___.
our company has experience with solving this issue through _______.
Etc!

(4) While you discuss this insight and partnership with the rest of your team, I will be sure to send over the ______ that we discussed before the end of the day on Thursday. I look forward to hearing the decision of your team and I will be in touch soon!

Thank you,

And just like that - you nailed the first impression!

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