Building Lasting Trust with New NDIS Clients

Will, EnableUs Community

Alright, welcome back! Will here, joined by Winter, and today we’re diving into one of the most important topics in the NDIS space—building lasting trust with new clients. Because honestly, if your clients don’t trust you…it just, I mean, it doesn’t matter how technically skilled you are, does it? Everything kind of grinds to a halt.

Winter, EnableUs Community

It’s so true. Trust is really the foundation for everything else. And I think what people sometimes miss is, it often starts with just listening, but not just—like, ‘Oh, I heard what you said’—really listening. You know, tuning in to what the person isn’t saying as much as what they are? Paying attention to those little cues, like their tone, how relaxed or tense they are, the body language. There’s so much to pick up on.

Will, EnableUs Community

Yeah, and—look, it’s easy to default to the basics, “How are you? What’s going on?” But asking deeper questions, something as simple as, “What do you like doing outside of appointments?” or, “What’s something you’d love to try this year?”—that’s where real trust starts to form, right? People can tell if you really wanna know or if you’re just ticking a box.

Winter, EnableUs Community

Absolutely. I had this one client, actually an older participant, and at first, she just wouldn’t engage. For a couple of weeks, it was just short answers, really formal. But then I noticed on my way in one day—she had this incredible garden, like pristine roses, and we got talking about roses. Suddenly, she opened up, started laughing, showing me around the backyard, sharing these stories from her childhood about how she learned to garden with her dad. Everything changed after that, all because I noticed something she cared about that had nothing to do with the service. Connections start there.

Will, EnableUs Community

Love that. And it’s—like, that fits exactly with what we’ve talked about on earlier episodes, too: the importance of seeing people as, well, people, not just ‘clients’. It’s those little shared moments—sometimes even outside the planned support—that set the tone for everything else.

Winter, EnableUs Community

That’s where I think being completely upfront and clear with people is, honestly, one of the most underrated trust builders. I mean, people can usually tell if you’re sugarcoating things or avoiding something. And the participants we support? They deal with enough confusion and red tape already.

Will, EnableUs Community

Right, and sometimes providers are worried that saying no, or outlining what you cannot do, will upset someone, but it’s actually the opposite—if you’re clear about your services, your limits, how quickly you reply, or how you handle changes, it makes you way more trustworthy. I always try to lay things out straight up: ‘Here’s what I offer. Here’s how it works. Here’s the stuff I’m just not the best fit for.’ I reckon you earn more respect that way.

Winter, EnableUs Community

Yeah, I think participants remember those small demonstrations of respect. Like, the really basic stuff we take for granted—showing up on time, greeting the participant before everyone else in the room, speaking to them directly, not just to their parent or coordinator. You know, always positioning them as the decision-maker in their plan, even if someone else is physically managing the appointment.

Will, EnableUs Community

Honestly, one of the things I’ve made non-negotiable for myself is turning up five minutes early for every appointment. It’s a small thing but—bit embarrassing to admit—I’m one of those people who used to be chronically late everywhere. But the impact it made on how clients saw me, just that basic reliability, was wild. It’s like, “If you’re reliable with the clock, maybe I can trust you with the bigger stuff too.”

Winter, EnableUs Community

And it really adds up, right? Even the simple follow-ups, like remembering something they said last session or actioning that one tiny preference. You’re not just saying “I respect your choices,” you’re actually proving it through your actions every single time.

Will, EnableUs Community

Exactly, it’s not about massive gestures—it’s about all the little ways you show up. And as we chatted about in, what, Episode 6? It’s those micro-actions, that idea of ‘person before paperwork’—that’s where trust’s built. Every time you make a choice to put the participant first, you’re investing in that relationship.

Winter, EnableUs Community

It’s funny how much those little things start to compound over time. Like, you can have one good session, but trust really grows through, what, dozens of small positive interactions in a row. Being consistent—showing up when you say you will, communicating proactively, following through—it’s simple, but not always easy to keep up.

Will, EnableUs Community

Yeah, and I think people forget, it’s not just delivering services consistently, but communicating the same way every time, too. If you say something’s gonna happen—an update call, a change in schedule, whatever—you actually do it. It’s like you’re quietly proving, over and over, “You can count on me.” And that steady reliability? Makes you stand out in a sector where a lot of participants maybe haven’t had the most stable experiences before.

Winter, EnableUs Community

That’s such a good point. And I think involving participants in goal setting and service planning is where everything clicks. If you’re asking, “What do you want this to look like? How do you want to decide together?”—it totally changes their investment in the process. Suddenly you’re working with them, not just for them. Even if it takes a little bit longer, or you need to revisit something, it’s worth it every single time, because you’re building a foundation that actually lasts.

Will, EnableUs Community

Couldn’t agree more. I mean, you’re not always gonna get instant trust. Sometimes, people come with a heap of past disappointments or scepticism—and fair enough, right? But if you’re patient, and if you really show you care—maybe you validate a worry, or just give them space—they gradually let you in. A bit like you mentioned with that gardening story, Winter. Suddenly someone goes from guarded to engaged. It’s a long game, not a quick win.

Winter, EnableUs Community

Yeah, and honestly, that patience and empathy—it’s all about meeting people where they’re at, no matter how long it takes. If you keep showing up, stay consistent, demonstrate that you care about what matters to them, you can actually rebuild trust, even after a participant’s had negative experiences before. It’s never too late to start over with the right approach.

Will, EnableUs Community

Perfect note to finish on. Whether you’re new to the sector or been here for ages, just remember: trust is built over time, with a lot of tiny actions that add up to something pretty huge for our participants. So keep at it, and don’t get discouraged if it feels slow at first.

Winter, EnableUs Community

Well said, Will. And we’ll be back next time with more practical ways to help you connect with and support your participants. Thanks for joining us, everyone!

Will, EnableUs Community

Thanks heaps, Winter—always a pleasure. See you all on the next episode of The EnableUs Community Podcast Cheers!