How to hold your interior design discovery call
Also called a clarity call, this call is the first impression that your potential client has of you. The purpose of this call is to connect with a prospective client and get your potential client to book a paid design consultation.
Call schedule process
Always schedule these calls ahead of time so that you can fully prepare.
The most efficient way to organize these calls is by setting up a scheduler such as Calendly or Acuity and embedding the link in your website or on an automation tool such as Manychat on Instagram. These apps will directly schedule the calls on Zoom for you making it so easy to get set up. You can also set up a short questionnaire so that you know a little about the client before you take the call.
Why should we schedule our calls ahead of time?
Firstly it shows that your client has looked at your website or socials, has liked something that you said, and is committed to hiring an interior designer. Secondly, it allows you to prepare for the call ahead of time so you can appear your most professional.
The Clarity Call Process
Before the call
Get into the right mindset: make sure that you are in a relaxed state and that you are prepared to hold the call. Test all your equipment and ensure that you are waiting ahead of time.
Find a quiet place and get everything that you need ready
Make sure that you are not rushing before or after the call and that you have plenty of time to make any notes that might arise in case you need to follow up.
Print or write out any of the client’s information that you might need during the call
Review the questionnaire responses that the client completed during the call booking process and add them to your client discovery call form. If you need one, you can download one here
Note any comments clients make about their frustrations, pain points, or difficulties
Ensure you have your calendar ready so that if they are interested in booking a design consultation you can make the appointment while they are on the call.
During the call
Firstly thank them for making the time to talk to you
Begin by asking the client to tell them about their project
Make any additional notes on their questionnaire for any important points
Write down their exact words as you will be identifying their pain points and how you can best serve them
After they've had a chance to speak, thank them for taking the time to talk to you
Show respect and empathy for the issues they've raised
It's time to display your knowledge and explain to them why you are the best person that can help them. You will focus on your value proposition but you could also include a quick introduction to your business. Remember to refer back to their pain points as you explain.
If you have any questions to clarify the issues they have raised, this is the time to ask them
Now you have quite a bit of information, it is time to mention your design consultation. Explain how the process works including the fact that it is paid. Talk about how you can add value during this consultation and what they can expect during the consultation. You don't have to get into a lot of detail as you will be sending them your Design Consultation Guide/ Investment/Services Guide to them after the call.
You might want to describe what is in the design consultation guide
Ask them now if they would like to book a design consultation. If they say yes, book the consultation within the next couple of weeks. Tell them you'll be sending them a payment link so that they can confirm the design consultation booking.
If they need to think about it, tell them that you will send them the guide and there will be a booking link included.
Thank them for their time and congratulate them on taking this important step.
Don't forget to remind them if they have any questions that they should email you.
After the call
As soon as possible after the call email them your Design Consultation Guide which includes a link for them to complete the booking
Ensure that you have made a note in your diary to follow up if they have not responded to your email or book to call
Though your first time might be a little bit overwhelming, with an organized system and documentation in place, holding these calls will become much easier.
Remember not to take too long over these calls as it's important to respect your client's time and of course yours. Good luck!
Hi 👋🏽 I’m Joanne!
I’m an interior designer, content creator, educator, and business coach. After studying Economics and Education at uni, the design world beckoned, drawing me to Christie’s in London, where I completed post-grad studies in art & design, and then to Hong Kong, where I founded Eclectic Cool, a design firm and design store. Eclectic Cool represented international brands such as Gubi, &tradition, HAY, Armadillo Rugs & Dinosaur Designs to name a few. My work and store have been featured in Monocle, Conde Nast Traveller, Elle Decor, Expat Living, Cathay Pacific inflight magazines, South China Morning Post, and the ABC (Australia) network and more. I live between on the south coast of Australia and Hong Kong with my husband and cavoodle. I’m the mum of three adult children.
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