“Every consultation feels like a first date”, bemoaned Rachel, “so I’m not enjoying the process of trying to get new clients.”
Can you identify? You don’t know what to say in your initial conversation with a prospective client; it feels awkward and bumpy, the other person is hesitant and unsure. It feels like the stakes are high because this could be the start of a beautiful relationship, or it could lead to a sense of failure or rejection.
Is there a magic formula for a perfect consultation?
Well, from guiding hundreds of consultations, here’s the closest to perfect I’ve found. Let me take you behind the scenes and walk you through a format that takes away the guesswork and enables you to easily enrol the clients you’re best suited to help.
Ready?
Set a time limit
I put aside 30-45 minutes for an initial free consultation. This is enough time to get your important questions answered and allow the other person to ask theirs. Make it your job to keep to time. One effective strategy is to reiterate the allocated time upfront: “I’m looking forward to finding out as much as I can about you in half an hour”. If you lose this timeliness, you lose the structure and momentum that characterize a good consultation.
Not too much chit-chat
You’re not finding out if this person is your new best friend, you’re establishing whether you’d have a productive working relationship. So, welcome them warmly to the conversation and ask them just a question or two to establish rapport. I ask where they’re located and how they heard about me – both useful pieces of information.
Where they are now
To decide if you can help this person, spend time discovering their current situation. So, my questions are: what motivated them to train (as a coach/massage therapist/acupuncturist etc), what they’re most passionate about in this area of work, what sense do they already have of their niche, package, pricing and marketing methods, and what are their main challenges.
What would be your version of these?
Where they want to be
I then ask three questions which lie at the heart of the consultation:
“What would it be like for you if this business never got off the ground?”
Your version might be “…if this pain never went away”, “…if you never met your soulmate”, “…if you never wrote your book”, or “…if you remain this stressed forever.”
You want to find out why addressing their current situation matters to them. Then,
“What if you were fully successful – what’s the big dream?”
You want to get a sense of where they’re ultimately aiming at. Then, reel the big vision back to a realistic timeframe; for example, I ask:
“Where can you see yourself at the end of three/six months?”
This is to calibrate with the length of support you’re offering and make sure you’re on the same page, with realistic and achievable expectations.
Join the dots
You’ve heard where they are and where they want to be. You could jump in and tell them how you’ll get them from A to B – but there’s a more effective way of doing the same thing. I ask:
“As you’re considering where you are now and where you want to get to, how do you imagine this group programme / 1-1 coaching will help you get there?”
This is the most useful question in the whole conversation. It gives them the chance to tell you what they’ve understood about your service so you can confirm that they’ve understood correctly, or tidy up any misunderstandings. It also helps you understand what elements of your service are most appealing to them so that you can emphasize these in your work together (e.g. accountability, objectivity, bespoke attention).
Do you see how this question removes the need for you to do any “selling”? I’m imagining you greatly relieved by this! By answering this powerful question, they make the link between the journey they want to take and the support you offer. Introducing this one question into your consultations can help you relax and enjoy the process a whole lot more.
Once they’ve explained what they hope to get from the service, I finally ask:
“Why not just do this with a friend / on your own / with a book?”
Again, I’m checking which features of the service they most value and I’m checking this is the right level of accountability and professional support for them.
Sum up
© Gordon-Barnes 2009
I pause to look back at my notes and check in with my intuition because I want to be authentic when I say, “Yes, I can help you” or “I’m not sure this is the right match”. I’ll probably highlight one or two aspects they’re looking for and explain exactly how I’d hope to help – for example, “You’re not clear on your niche and would like to be so we’ll start with an exercise called Two Islands that gets you a lot of clarity about this; people are often amazed at how quickly they can identify a profitable niche when they do this.”
Their questions
Once I’ve shared my perspective on whether I think we’re a match, I’ll then ask how it all sounds to them and invite their questions. Trust that if you’re the right match for this person, your honest answers will delight them.
So, that’s as close as you can get to a “script” for a perfect consultation. You’ll see this allows you to get the information both you and your prospective client need to decide if you’ll take this journey together. You don’t have to reinvent the wheel with each new person you speak with, and that doesn’t take away the magic of each unique interaction.
What’s it like to get a structure to guide your initial consultation with a prospective client? What else has helped you have effective consultations? And how about success (and horror) stories from when you’ve been on the other side of a conversation, enquiring into working with someone?
Leave a comment below, let us know.
How do you get people to have that initial consultation with you?
And what to do when they say “yes” to your support – or “no”?
There’s a full chapter on this in the book Turn Your Passion to Profit: a step-by-step guide to getting your business off the ground. Check out p142 – 163 (Step 7: Flow) – get your copy here > >
If you’re keen for 1-1 support and want to experience first-hand what this consultation process feels like, read the details and fill out the form on this page > > – I’d love to hear from you.
Also, keep an eye out for the brand new Getting Clients Starter Kit, available in conjunction with the website relaunch. You’ll get access to three audio classes plus accompanying transcripts covering three key business starter topics: niching, pricing and how to help more strangers become paying clients.
© Corrina Gordon-Barnes 2013
Hi Corrina
Well, this is a lovely blog post. I’m such a chatterbox that I sometimes leave my initial visits wondering if I have blindsided people with the information that I have. I have been thinking, more recently, about how to be more disciplined in the times of my initial meets and giving space to my couples to ask the questions that they want to ask.
I am currently working on how to make the questions you’ve suggested relevant to me and my work. The words are on the tip of my tongue, so thank you. Am off to work on my ‘spiel’.
Mars xx
Mars – Great to see you here. It’s useful if our websites can provide comprehensive information so by the time someone gets to have that conversation with you, it’s less about info and more about connecting and finding out about THEM. Look forward to hearing how you make these questions relevant to you.
Thanks so much again for the write-up of the last Community Meet-Up – I’m sharing the link again here for those who haven’t yet seen it:
http://doula-lly.blogspot.co.uk/2013/01/inspirational-networking.html
HI Corinna,
Thanks for another great post.
This question is brilliant:
As you’re considering where you are now and where you want to get to, how do you imagine this group programme / 1-1 coaching will help you get there?
I love how it puts the potential client in the drivers seat and has them choose if they want change and if you are the person to coach them to their potential.
I’m adding that to my Complimentary Coaching Consultation today.
Cheers, Rosy
Hi Corrine
Great structure.
I often find potential clients just open up and want everything out from their shoulder,
I’ll certainly incorporate this type of disciplined structure to my complimentary sessions.
Once again thank you for your post.
All the best
Pradip
I can sooo vouch for this – you taught me well Corrina – I used these very questions just yesterday. I usually have some extra questions up my sleeve to use if they seem a good fit. As most of my clients are mothers juggling parenthood with work, be it employed or self-employed, I follow up the question ‘Where do you see yourself in 3/6 months?’ with ‘And what difference would this make to your work/partner/children/health?’ to get a big rich picture of what an amazing impact solving their challenges will make.
One of THE MOST important things you taught me was to claim them and make it safe – I love having the confidence to say to someone towards the end of the call ‘I’d love to work with you’ without feeling salesy. Also, as you say, so crucial to know where they found you – last client found me via 1 tweet and got in touch – so twittering does work!
Elinor – Yes, it’s inspiring to YOU as well to ask these questions, of course. You can then share their vision with them and it gives you extra excitement when it comes to having sessions together, knowing where you’re aiming.
I love the correct the dots question, thanks for that one!
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Hi Corrina,
Hope you are well.
This information is very interesting and very useful. Since meeting you at the Coaching Seminar I’ve had several productive consultations [on the phone for no more than 30 minutes] and I’ve managed to convert some into clients. Prior to meeting you – I was having 2 hours face to face sessions with my prospects and most would walked out with a pretty comprehensive action plan!!
Now I’m far more focused on asking a few key questions – I still have a long way to go however, it’s a step in the right direction.
Thank you so much for the tips and sharing this information.
Kind regards, Dawn
Dawn – Fantastic to hear!
I still do that sometimes – however, my industry average is 80% client retention, so for me I don’t worry about it too much, just improve as the months go by.
The clients I want won’t abuse a bit of extra information, and money is one of the most trusted relationship based services out there, so it’s all good.
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Thanks Corrina, as always beautifully said and highly useful. I’d definitely recommend not to do a complimentary session in a noisy environment, say your local pub. “Tada!” That’s what happened to me with one of my very first consultations. Oups..Also, the more emphasis you put on your “performance” as a coach (for example) the less focus you actually put on your client. Which is far from ideal. Relax, and trust the process. Last but not least, don’t be too hard on yourself!
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Mark – Yes, this is why I moved away from offering “sample sessions”. I doubt many of us at our best when we feel we have to parade our wares.
Hi Corrina
Having been at the other end of your initial consultation, I have experienced the benefits from the client’s perspective as well. Our chat helped me align my thoughts, and I am now happily working through your book “Turn your passion to profit”.
On my to-do list today was – update script – and in my inbox, a link to this post. How serendipitous!
Thank you
Katie
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Katie – Gotta love divine timing
Thanks so much for this! I’ve already shared it with my students as we had been discussing this recently…and those disastrous times when consultations just don’t flow (typically because of getting caught up in ourselves instead of opening to connect with the prospective client). I love having all these tips in one place, and how easy and authentic the process becomes when we talk with prospective clients in this way. Thank you!
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Rebecca – My pleasure. You know my greatest joy is making things easier. Thanks so much for sharing with your students and hopefully making THEIR experiences easier too.
Perfect thanks Corrina
Love & Courage
Stephen
Stephen – Pleasure. Btw I was talking about you with someone named Louise; she might get in touch…
Hi Corrina,
Thank you for this, it is really helpful. I had found a “sample session” template that I adapted, but most of it goes out the window when I actually speak to people as I am not good with following a script as it doesn’t feel authentic – but you’re quite right – less of the chit-chat! But I really like the way you frame the session and the style of questions-it gets you the answers that you need as someone offering the service whilst at the same time helps the potential client get clear and focused. I especially like the joining the dots questions!
It’s really great of you to help with this, as the fear of new client sample sessions can be unnecessarily stressful! You want people to ring you but then you’re scared of coming across poorly when they do – so even though you say you want more clients you’re actually energetically blocking them from coming to you! Great to take the pressure out of the call
Thanks Corrina – I’ve just booked a consultation in for Monday. It’s great to have a fresh tac
Miss C – love this! I’ve freestyled in initial consultations, and so far so good, but a li’l preparation, as I’ve found recently, can act as a safe container with which you can riff with a potential new client without feeling like you’re being a business ho – thanks for sharing your words o’ wiseness x
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Thank you Corrina.
It’s all too easy to get off to the wrong start and by that I mean either with too much chit-chat or not enough.
Your guidelines make perfect sense and feel absolutely right. I will be following them.
XClaire
sweet post Corrina – i look forward to following your work.
be free ~ eric
Hi Corrina
I love this structure, you have turned a conversation that can quite often feel stressful and nerve-wracking for me, into a conversation that is clear and concise whilst having a lovely flow.
Thank you
Lucy – Pleasure. Good to have you here.
Hi Corrina,
thank you for this great insight. It really helps getting focused. One thing I am still not sure about. At what stage within the flow would you introduce your pricing (if it is not already on your website)?
Cheers Petra
Great question, Petra. I would have my prices on my site and then when it comes to their questions, they often ask, “Remind me how much it is”, or “How do I pay?” so we’d discuss the financial details then. Or they might ask, “How does it work?” and I would include pricing as part of that, e.g. “You have 2 x sessions per month, it’s £300 per month, and you also get…” Hope that helps
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Corinna, This is a very helpful post! As a starting out coach, I’ve figured out a lot of these using a trial and error method. At the end of the day it’s about figuring out what works for you individually and it was nice to read how established coaches do it. Obviously, you are doing something right!
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