Earn Their Interest Before Earning Their Business

Will, EnableUs Community

Hey everyone, welcome back to Finding Participants. I’m Will, and as always, I’m here with Winter. Today we’re diving into something that honestly, I reckon is the backbone of everything in the NDIS world—trust. Like, before you even think about bookings or paperwork or any of that, it’s trust that gets you in the door, right?

Winter, EnableUs Community

Absolutely, Will. And it’s not just a buzzword. I mean, if you’ve ever worked with participants or Support Coordinators, you know how cautious people can be. There’s a lot of history there—some folks have had, well, not-so-great experiences with providers in the past. And Support Coordinators, they’re juggling a million things, so they’re pretty selective about who they recommend.

Will, EnableUs Community

Yeah, and I get it. I remember my first time working with a participant who, honestly, was super wary. Like, you could just feel the hesitation. She’d had a couple of providers before who, I think, just didn’t listen or maybe overpromised and underdelivered. So, she was kind of, you know, arms crossed, not giving much away at first.

Winter, EnableUs Community

That’s so common. And it’s not just about being friendly, is it? It’s about showing you actually care about their goals, not just ticking boxes. How did you get through to her?

Will, EnableUs Community

Honestly, I just slowed down. I didn’t try to sell anything. I just asked questions, listened, and tried to help with a couple of things she was struggling with—like, just small stuff, not even related to my service. Over time, she started opening up. And, funny enough, she ended up being one of my biggest advocates. She’d tell other participants, “Hey, this guy actually listens.” It was a real lesson for me—trust comes way before any kind of transaction.

Winter, EnableUs Community

That’s such a good point. And I think, especially in the NDIS space, people are making really sensitive decisions. They want to know you’re not just another provider looking for a quick booking. They want to feel safe, and that you’re genuinely invested in their success.

Will, EnableUs Community

Yeah, and I mean, as we talked about in our episode on feedback, building trust isn’t just about the first impression—it’s about following through, too. But it all starts with that first bit of value you offer, before you even mention business.

Winter, EnableUs Community

So, let’s talk about what that early value actually looks like. Because, I think, a lot of providers get stuck thinking, “Well, what do I even offer before someone’s signed up?” But there’s heaps you can do. Like, sharing educational blogs or quick videos that answer common questions—stuff like, “What does community access actually involve?” or “How do you prepare for your first support worker visit?”

Will, EnableUs Community

Yeah, and it doesn’t have to be fancy, either. I’ve seen providers just do a simple info pack—like, a PDF with FAQs, a bit about their approach, maybe a couple of stories from participants, with permission of course. That kind of thing goes a long way. Actually, Winter, didn’t you have a story about an info pack turning into a long-term partnership?

Winter, EnableUs Community

Yeah, I did! There was this provider who, instead of just sending a price list, put together a really clear, friendly info pack. It had answers to the questions people always ask, explained their services in plain language, and even included a couple of short stories about how they’d helped participants reach their goals. One Support Coordinator told me it made her job so much easier—she could just forward it to families, and it answered almost everything. That provider ended up getting a steady stream of referrals, just from that one resource.

Will, EnableUs Community

That’s awesome. And I think it’s worth asking—what kind of content or resources do participants actually find helpful? Like, is it checklists, videos, guides? Or is it more about just being available for a quick chat?

Winter, EnableUs Community

Honestly, it’s a mix. Some people love a good checklist or a printable guide, especially if they’re new to the NDIS. Others just want to talk to a real person, even if it’s just a 15-minute, no-pressure call. The key is making it easy and not overwhelming. And, I guess, not coming across as too salesy, right?

Will, EnableUs Community

Yeah, that’s the tricky bit. You want to show you’re helpful, but if you push too hard, it feels like a sales pitch. I always try to keep it casual—like, “Hey, here’s something that might help, no strings attached.” And if they’re interested, they’ll come back to you.

Winter, EnableUs Community

Exactly. And, as we said in our episode about discovery calls, it’s about listening first, not just talking about yourself. That’s what builds trust and makes you stand out.

Will, EnableUs Community

Alright, let’s get practical. What are some tools or resources that actually make a difference? I’ve seen providers use checklists—like, “How to choose the right provider” or “Questions to ask before your first meeting.” Those things are gold, especially for families who are new to all this.

Winter, EnableUs Community

Yeah, and even a simple goal-setting worksheet can be really empowering. It gives participants a sense of control, and it shows you’re invested in their journey, not just your own service. I’ve seen providers become the go-to in their community just by consistently offering these kinds of tools. People start to see you as a resource, not just a business.

Will, EnableUs Community

On the flip side, there are some classic mistakes that can really hurt your credibility. Like, spamming people’s inboxes with follow-ups—no one likes that. Or just talking about price and availability, as if that’s all that matters. I mean, sure, people want to know the basics, but if that’s your whole pitch, you’re missing the point.

Winter, EnableUs Community

Totally. And rushing people to make a decision—big no. I’ve seen providers lose trust because they pushed too hard for a quick booking. It’s way better to give people space and let them come to you when they’re ready. That’s how you build those long-term relationships we keep talking about.

Will, EnableUs Community

Yeah, and honestly, the providers who just keep showing up with helpful stuff—whether it’s a checklist, a quick tip on social media, or just answering questions in the DMs—they’re the ones people remember. It’s not about being everywhere, it’s about being genuinely useful.

Winter, EnableUs Community

Couldn’t agree more. And, you know, building trust before the first booking isn’t just good for business—it’s good for the whole community. It sets a standard. So, if you’re listening and wondering where to start, just pick one thing—maybe a checklist, maybe a discovery call—and give it a go. See what happens.

Will, EnableUs Community

Love that. Alright, that’s it for today’s episode. Thanks for tuning in, everyone. We’ll be back soon with more ways to help you connect with the right participants and build those lasting relationships.

Winter, EnableUs Community

Thanks, Will. And thanks to everyone listening. If you’ve got questions or want to share what’s worked for you, drop us a message. See you next time!

Will, EnableUs Community

See ya, Winter. See ya, everyone!