Mastering the Participant Call

Will, EnableUs Community

Alright, let’s dive in—today we’re getting practical about those first participant calls. I reckon a lot of providers just sort of wing it, but, mate, doing your homework before you pick up that phone? That’s seriously a game changer. I always look over whatever they’ve sent in—like, even if it’s just a line in an enquiry form or a referral. It shows you’re respecting their time, right? And, honestly, it means you can skip all those awkward, “so, remind me why you called?” moments.

Winter, EnableUs Community

Exactly, and if you’ve got your calendar ready and your notes from previous chats handy, it just flows so much better. You can offer dates right then and there for next steps or follow-ups, which people really appreciate. It’s so much easier to build on what you’ve already talked about if you’re not scrambling for details. I think it’s easy to underestimate how much more professional—and, honestly, more human—you come across just by being prepared.

Will, EnableUs Community

Absolutely, and I had this call last month where I’d actually gone through all the back-and-forths we’d had before. So, when the participant jumped on, I already knew his goals and the stuff he was struggling with. Straight away, he just kind of relaxed and, by the end of the call, he was set on us—didn’t even want to check with anyone else. Seriously, just a bit of prep can make the whole call feel like it’s tailored to them. That’s how you get to “yes” way faster.

Winter, EnableUs Community

Yeah, and that also sets you up for smoother follow-ups. We touched on this in our very first episode about screening for participant fit—having your notes just lets you keep the conversation moving forward rather than starting from scratch each time. It’s not just more efficient, it actually helps people feel seen and remembered.

Winter, EnableUs Community

So, once you’re in the call, what actually matters most? Listening. And not just like, letting them talk, but really listening. That’s where those open-ended questions make such a difference—stuff like, “What kind of support are you looking for?” or “What matters most to you?” Suddenly, you’re not just ticking boxes, you’re giving them permission to explain what’s going on in their world.

Will, EnableUs Community

Yeah, totally. There’s something about asking, “What’s been your experience with other providers?” It just opens a can of worms—in a good way! Sometimes, they’ll share stuff you’d never see in a form or an email. I always try to, you know, pick up on how they say things too—the tone, those long pauses. Means there’s more under the surface and it’s your job to dig gently.

Winter, EnableUs Community

Oh for sure! I actually remember a call where a participant kept talking about how stressed she was with timing, but when I really let her ramble—like, didn’t interrupt—she eventually let slip that what she cared about most was just having a consistent person every week. If I’d kept it surface-level, I’d have completely missed her real priority. Sometimes, the best thing you can do is just stop and let people share a bit of their story. That’s how you find out what’ll actually make a real difference for them.

Will, EnableUs Community

Yeah, and it really builds that trust. I reckon we all want someone to actually care—not just solve a problem and move on. Plus, clarifying things like their preferred way of communicating, or how often they want updates—if you check those details early, both sides know exactly what the game plan is. That was a theme in our previous episodes too, about being person-centred—that really doesn’t happen if you’re just selling “slots” or ticking boxes.

Will, EnableUs Community

Alright, so let’s talk about what can make or break that trust: transparency. You’ve gotta tackle things like cost and availability upfront. I’ve found if you leave pricing till the end, or dodge tricky questions, people just start second-guessing everything—like, “What else aren’t they telling me?” I get that it feels a bit awkward, but it’s better to be clear than to have an issue blow up later on.

Winter, EnableUs Community

Yeah, and some participants won’t even bring up their real hesitations unless you give them space for it. So I usually ask—“Is there anything you’re worried about?” or “Does anything feel off for you?” If you get those concerns out in the open, you can actually address them. And sometimes, if what they need isn’t what you offer, it’s better to say so and offer a referral. That honesty goes such a long way, even if it means they don’t end up choosing you this time.

Will, EnableUs Community

Spot on. And don’t go wrapping up a call with “I’ll be in touch.” I used to do that and, honestly, half of those people would just disappear. Now I’m always super clear about next steps—like, “I’ll send the service agreement by tomorrow, and I’ll call Friday to walk you through it, sound good?” I’ll tell you, a quick follow-up email after the call turned an on-the-fence caller into one of our most loyal participants. They just want to see you’re reliable—it’s that simple.

Winter, EnableUs Community

Exactly—people have a lot going on, so keeping it simple and prompt helps them stay engaged and less overwhelmed. And if you haven’t heard back after a few days, sending a gentle reminder isn’t pushy, it’s just good service. That’s how you build lasting relationships, not just get someone through the door. We’ve seen it pay off again and again—not just in one-off calls, but in turning those calls into steady, long-term participant connections.

Will, EnableUs Community

Well, that’s a wrap for today! Remember, it’s the small things—bit of prep, genuine listening, transparency—that set you apart. If you make each call count, you’ll see real results in your participant numbers. Winter, always good having these chats with you.

Winter, EnableUs Community

Always a pleasure—thanks Will! And thanks to everyone for tuning in. We’ll be back with more practical ideas to boost your participant outreach soon. See you next time!