Stop Listing Services: Start Framing Solutions Instead

Will, EnableUs Community

Hey everyone, welcome back to The EnableUs Community Podcast! I'm Will from EnableUs Community, and as always, I'm joined by Winter. How's it going, Winter?

Winter, EnableUs Community

Hey Will, I'm good! Excited for this one. I feel like this is a topic that comes up all the time with providers—like, why isn't my flyer or website getting any traction?

Will, EnableUs Community

Yeah, exactly. And honestly, I reckon we've all been there. I remember, back in my early days at EnableUs, I put together this flyer—super basic, just a list: "Transport, community access, daily living." I thought, you know, that's what people want, right? But, uh, it landed with a bit of a thud. I think we got, like, one call, and it was someone asking if we did gardening. Which, we didn't.

Winter, EnableUs Community

Oh, classic! And it's not just you, Will. I see it all the time—websites with these long lists of services, but nothing that actually tells a participant, "Hey, this is for you." There's no story, no sense of, like, why it matters or how it could actually change someone's day-to-day.

Will, EnableUs Community

Yeah, and I think that's the thing. When you just list services, it doesn't show what makes you different, or who you actually help. It's just... a menu. And people aren't looking for a menu, they're looking for someone who gets what they're going through, you know?

Winter, EnableUs Community

Totally. And, like, as we talked about in that episode on feedback—participants want to feel heard and understood, not just sold to. A list doesn't do that. It doesn't show you care about their goals or challenges.

Will, EnableUs Community

Yeah, and it doesn't answer the big question: "Why should I care?" People don't buy services, they buy outcomes. They want to know, "How is this going to make my life better?"

Winter, EnableUs Community

Exactly. And if you just say "domestic assistance" or "transport," it doesn't connect emotionally. There's no sense of, like, "Oh, this is going to help me feel more independent," or "This is going to make my week easier."

Will, EnableUs Community

Yeah, and honestly, that old flyer of mine? It just sat there. No one picked it up. I think people just walked past because it didn't speak to them at all. It was a good lesson, though—sometimes you gotta learn the hard way.

Winter, EnableUs Community

So, let's talk about what actually works. There's this three-part framework I love for reframing services as solutions. First, you start with the problem—show you get what the participant's dealing with. Then, you introduce your support as the solution, and finally, you reassure them about what it's like to work with you. It's all about empathy, transformation, and empowerment.

Will, EnableUs Community

Yeah, I like that. It's not just "here's what we do," it's "here's how we help." Like, instead of saying "domestic assistance," you could say, "We help you feel proud of your home again by supporting you with household tasks." That just feels so much more real, doesn't it?

Winter, EnableUs Community

It does! And I actually had a participant—let's call her Sarah—who was really hesitant about daily living supports. She'd had a bad experience before, felt like it was just someone coming in and ticking boxes. But when we reframed it, talked about how we could help her feel comfortable and in control of her space, she totally changed her tune. She started engaging more, even suggested new goals for herself. It was honestly such a shift.

Will, EnableUs Community

That's awesome. And I think that's the difference—when you focus on outcomes, people can see themselves in the story. It's not just "we do this," it's "this is how your life could look." Like, instead of "we offer daily living supports, transport, and personal care," you say, "We help you keep your independence and daily rhythm, with a support worker who gets your preferences and boundaries."

Winter, EnableUs Community

Yeah, and it's not about making it sound fancy, it's about making it feel personal. Like, "We start with a meet-and-greet, set goals together, and match you with someone who fits." That kind of detail makes it real for people.

Will, EnableUs Community

And it builds trust, right? Because you're showing you actually have a plan, and you care about how they feel—not just what you can tick off a list.

Winter, EnableUs Community

Exactly. And honestly, it makes it easier for Support Coordinators too. They want to know their participants are going to be supported in a way that actually matters to them, not just a generic service.

Will, EnableUs Community

So, once you've got this way of talking about your services, you gotta use it everywhere. Like, update your website, your info packs, your intro calls, even your social media and flyers. It's about being consistent, so no matter where someone finds you, they get that same sense of, "Oh, these people get it."

Winter, EnableUs Community

Yeah, and I think emotional storytelling is huge here. Like, share real examples—obviously with permission—or even just talk about the kinds of changes you've seen. It makes it tangible. I saw a provider who updated their website to focus on participant stories, and suddenly their enquiries doubled. People want to see themselves in your story.

Will, EnableUs Community

And it's not just about the big stuff, either. Even on a flyer, you can say, "We help you get out and about, your way," instead of just "community access." It's those little touches that make a difference.

Winter, EnableUs Community

Totally. And on intro calls, I always try to ask questions that get to the heart of what matters to someone. Like, "What would make your week easier?" or "Is there something you wish you could do more of?"

Will, EnableUs Community

Yeah, or even, "What does a good day look like for you?" Actually, do you wanna do a quick role-play? Just to show how it sounds?

Winter, EnableUs Community

Sure! Okay, you be the participant, I'll be the provider. Ready?

Will, EnableUs Community

Alright. "Um, I just want to feel a bit more confident getting out to the shops, but it's kind of overwhelming."

Winter, EnableUs Community

"That makes sense. A lot of people feel that way. What would it mean for you if going to the shops felt easier?"

Will, EnableUs Community

"I guess I'd feel more independent, and maybe less anxious about it."

Winter, EnableUs Community

"That's exactly what we aim for. We can work together at your pace, so you feel comfortable and in control. It's all about building your confidence, not just ticking off a task."

Will, EnableUs Community

See, that's the difference. It's not about the service, it's about the outcome. And you can use that approach everywhere—website, calls, flyers, all of it.

Winter, EnableUs Community

Yeah, and honestly, it just feels better for everyone. Participants feel seen, and providers get more engagement. Win-win.

Will, EnableUs Community

Alright, I think that's a good place to wrap up. If you're listening, maybe take a look at your own materials this week—see if you're listing services, or actually framing solutions. It makes a huge difference.

Winter, EnableUs Community

And if you try it out, let us know how it goes! We'll be back soon with more ways to connect with the right participants. Thanks for joining us, Will.

Will, EnableUs Community

Thanks Winter, always a pleasure. Catch you next time!

Winter, EnableUs Community

See you, everyone!