Enquiries Aren’t Sales — But They’re Gold If You Handle Them Right

Will, EnableUs Community

Alright, welcome back to Finding Participants! I'm Will from EnableUs Community, and as always, I'm here with Winter. Today, we're diving into something that I reckon gets overlooked way too often—how you handle those first enquiries and discovery calls. They're not sales calls, but, mate, they can be absolute gold if you get them right.

Winter, EnableUs Community

Hey everyone! Yeah, I think a lot of people underestimate just how much those first few minutes set the tone. Like, it's not just about ticking a box or getting through your intake questions. It's about making someone feel safe, heard, and like they're not just another number, right?

Will, EnableUs Community

Exactly. And, you know, I remember my first ever call with a participant who was, well, pretty hesitant. I was nervous too, to be honest. But I made sure I was in a quiet spot, had all their info in front of me, and just started with a warm, "Hey, thanks for reaching out, I really appreciate you taking the time." That little bit of warmth, it just... I dunno, it changed the whole vibe. Suddenly, they opened up, and it felt like a real conversation, not an interrogation.

Winter, EnableUs Community

That makes such a difference. And I think preparation is a big part of that. Like, if you haven't read their details or you're scrambling to remember what services you actually have capacity for, it shows. People pick up on that stuff. It's like, if you treat the call with respect, they feel respected too.

Will, EnableUs Community

Yeah, and it's not just about being organised for the sake of it. It's about being able to ask the right questions, not waste their time, and actually figure out if you're the right fit. I mean, as we talked about in that episode on discovery calls—oh, wait, was that episode eight? I think it was—preparation is what lets you be present and genuine, not just reading off a script.

Winter, EnableUs Community

Totally. And, you know, sometimes just having a quiet space and a few notes can be the difference between a call that feels rushed and one that feels like, "Hey, this person actually cares." It's simple, but it matters.

Will, EnableUs Community

So, once you've set that tone, I reckon the next big thing is shifting your mindset. Like, it's not about making a sale. It's about having a real conversation. I always try to remind myself—am I actually listening, or am I just waiting for my turn to talk about our services?

Winter, EnableUs Community

Yeah, and that's where active listening comes in. I mean, it's easy to fall into the trap of, "Here's what we offer, here's our price, here's how to sign up." But if you slow down and ask open-ended questions, you get so much more insight. Like, I remember a call where I just asked, "What’s most important to you in a provider?" And the participant paused, then said, "Honestly, I just want someone who actually calls me back." That told me so much more than any checklist ever could.

Will, EnableUs Community

That's such a good example. Sometimes the real need is hidden under the surface, and you only get to it if you give them space to talk. I mean, if you jump straight to pricing or start rattling off your services, you miss all that. And, look, I get it—sometimes you feel like you have to prove yourself, but honestly, just listening is way more powerful.

Winter, EnableUs Community

And it also helps you be upfront about what you can and can't do. Like, if someone needs overnight care and you don't offer that, it's better to say so early. It builds trust, and sometimes, just being honest and maybe even referring them elsewhere, that can lead to referrals down the track. People remember when you were real with them.

Will, EnableUs Community

Yeah, and I think that's something we touched on in our episode about building referral networks. It's not about closing every enquiry—it's about building a reputation for being helpful and honest. That comes back to you, even if it's not immediate.

Winter, EnableUs Community

Exactly. And, just to add, don't rush the process. If you focus on clarity and connection, the right participants will stick around. It's not about the hard sell—it's about making sure there's a good fit, for both sides.

Will, EnableUs Community

Alright, so let's talk about what happens after the call. Because, honestly, that's where a lot of people drop the ball. You hang up, and then... nothing. But that's where you can really stand out—by following up properly.

Winter, EnableUs Community

Yeah, a quick summary email goes a long way. Just a, "Hey, thanks for chatting, here's what we discussed, and here are the next steps." It doesn't have to be fancy, but it shows you were listening and that you care about their experience. And if you promised to send something—like an intake form or a resource—do it quickly. That reliability is huge.

Will, EnableUs Community

And don't forget to check in if you haven't heard back. Not in a pushy way, just a friendly, "Hey, just checking if you had any more questions or if there's anything else I can help with." It keeps the door open and shows you're still there for them.

Winter, EnableUs Community

One thing I've seen go wrong is when providers talk too much about themselves, or skip straight to pricing before even understanding what the participant needs. Or they forget to explain what happens next, so the person is left confused. Those are easy mistakes to make, but they're also easy to fix if you're mindful.

Will, EnableUs Community

Yeah, and I heard about a provider who, instead of pushing for a sign-up, just focused on being helpful—sending resources, checking in, and making sure the participant felt supported, even if they didn't sign up straight away. That participant ended up referring two friends later on, just because of how they were treated. It's proof that connection over conversion really does pay off in the long run.

Winter, EnableUs Community

Absolutely. It's like we said in our episode on client retention—building trust and showing you care is what keeps people coming back, and telling others about you. Every enquiry is a chance to start that relationship, even if it doesn't turn into a booking right away.

Will, EnableUs Community

Alright, I think that's a good place to wrap up for today. Remember, every enquiry is a golden opportunity if you handle it with care. Thanks for joining us, Winter—always good to chat.

Winter, EnableUs Community

Thanks, Will! And thanks to everyone listening. We'll catch you next time on Finding Participants. Take care!