Stop overthinking your Customer Connection Calls

Stop overthinking your Customer Connection Calls

The following is based on connection calls for coaching services and you’ll see common threads throughout that you can relate to your own service & even some product based businesses. It’s all about helping your client get clear on what they want and being honest and open about who you can help them with that. 

PS. Being honest means if you don’t genuinely feel you can give them what they need, tell them. There’s more at stake than a quick sale, your reputation precedes you!

Ready to stop overthinking & start playing?

Before the call

How do you feel?

Spend a few moments getting into a really positive and effective state of mind and body.

Connect with the impact you make through working with your clients.

Set the intention for this call to be REALLY blooming good fun and useful for both of you.

Visualise your client leaving this call feeling exactly how you want them to (perhaps empowered, inspired) and, importantly, crystal clear as to what they want to do next.

Let go of any attachment to the outcome of this call. Let go of any need to people please…you’re here to support another human get clear on what they want & need.  If you have filtered effectively, the people who you’re investing your time in speaking with will be close to your ideal customers so your focus is simply on being there for them now.  Yes it would be lovely to make a sale but for now that’s not your focus.

Money is simply one of many ways to exchange energy and similar energies are attracted to each other. Get & stay in the energy you want your client to be in, and the rest will flow from here.

Imagine yourself being of highest service to your client and that whatever happens will be for the greater good of both of you.

If you are already a coach then if you consider these calls like a laser coaching session then you’re in a great frame of mind.  As long as you are coming from a place of service and valuing your resources and the person in front of you, you’re grand. Relax and connect with another human xx

The beginning of the call

Take a minute or so to explain to your client what will happen in your time together on the call. This helps the person in front of you feel safe and as such open up to you.

How long the call will be.

We’ll get clear on what you would love to achieve.

We’ll design a brief plan that will help you achieve what you want.

We’ll uncover any challenges and hiccups areas that may be slowing you down or sabotaging you.

If it feels like we’re a good fit then I’ll share how we could potentially work together to help you get the results you want.

You’ll leave with more energy, motivation and clarity to really make good things happen.

 How does that sound? (getting permission at this stage means you have a reference point to come back to at the end of the call to ensure they’ve experienced what you said you would, building trust)

Getting clear on what they REALLY want

>> Tell me a bit about what you currently do and what you would LOVE to have happen in your life and work.

>> If you could wave a magic wand and achieve something wonderful in the next next year, what would that be?  (Think about your health, wealth, work, relationships etc)

>> Imagine you have that in just the way you’d like to have that, what does that get for you? (or, What’s important to you about that?)

>> What would be the BEST part about that?

>> Why?

it’s important to establish what is driving the person in front of you because THIS is what will help you see how you can et serve them, and them decide if you are the best fit for them.

Making it tangible

“Be practical as well as generous in your ideals. Keep your eyes on the stars, but remember to keep your feet on the ground.” – Theodore Roosevelt

>> If you could break this big wish into say 3 main parts or stages what would these be?

Help your client get REALLY clear on what they want so you both have a measure of success.

Uncovering hiccups and challenges

>> What is your current situation in your (area of focus)

>> What do you think could be standing in the way of you having (list all the juicy stuff you have helped them clarify that they would LOVE to have)

>>  What ELSE could you slowing you down or stopping you? (keep repeating until they have explored all possibilities)

>> What impact are these issues having on your (area of focus)?

>> How long have you had these challenges?

>> What have you done about them up until now?

>> How has having these challenges impacted on you?

>> What’s the WORST part about these challenges?

>> What’s it costing you right now? (energy, money, quality of relationships, health etc)

This bit is giving them the experience of working with you AND helping them further unpick and clarify what they want and need.

Trust yourself and shine!

Sensing readiness for change

>> If you don’t do something about these issues, what do you think will happen?

>> How soon do you want to turn things around and start experiencing the results you REALLY want?

>> Why do you feel like now is a good time to do take action?

>> Do you feel a sense of urgency to deal with/overcome ______ or is it something that if nothing’s changed in 6 months that’s ok?

>> Is having __________non negotiable for you?

>> Imagine for a moment you’ve overcome all these challenges and created ________ What’s that worth to you?

Is now really a good time for them?  If it is great! And if it’s not, that’s ok you both know and can take things from here. What are the competing priorities for them? Help them get clear on what there top priorities are.

Why you? Inspire them to see the benefit you bring!

> I hear you! (Share personal story or client success story that relates to their situation, including the result and positive changes. This is to encourage the person to see that what the want IS possible and that YOU may very well be the best person to help them achieve what they want)

> If you could release all of your challenges and start rocking your life and work, what would that do for you?

> What would be the BEST part of that?

Review & Reflect (it’s nearly over!)

>> We’re nearly finished here and I want to make sure you’ve got everything from our time together you expected.

>> Looping back to the beginning of our time together, do you feel clearer about what you would love to achieve in your (focus area)?

>> We created a plan to help you get a better sense of how you can tangibly make things happen.  We did this quickly so it probably needs a bit of fleshing out but are you clearer on what you need to work on to get the results you want?

>  I also wanted you to feel energised, inspired and motivated that you can REALLY make what you want happen.  Do you feel more motivated to take action and make good things happen now?

> We also uncovered some of your hiccup areas and challenges that could be slowing you down or stopping you.  These are super common….

Transitioning to proposition

> The issues you mentioned of (list all the challenges mentioned) are super common and I’ve worked with loads of people/got lots of experience helping people in similar situations work through these and start creating the life and work they really want.)

>> I have a program specifically for people in your situation, would you like to find out more about it?

Introducing how working with you works

This is about establishing the value of your coaching.  Relate everything in this section to your clients personal aspirations, values and the challenges they raised.

How do you support your clients?  Explain this to them.

For example, for my own coaching work…

I have 5 principles I support all my clients through.

I’ll help you appreciate yourself and the amazing potential that is in you right now to create whatever the heck you want to.

I’ll make sure you believe in yourself and the possibilities open to you.

You’ll get super clear on what you REALLY want and create a plan as to how you can make that happen.

Depending on how you choose to work with me, I’ll be with you as your supportive partner as you DO the work and take the actions you want & need to create the results you want, and be in the wings to help keep you on track.

And all throughout this I’ll be helping you develop your emotional intelligence and target your energy so you learn how to tap into inner resourcefulness…and discover your invincibility factor!

The structure of your service

Describe how you work with your clients.

If you prefer to offer bespoke proposals then say this now and suggest some possibilities to gauge you’re on the right track.

> I work with my clients for (no.weeks/months)

> We meet weekly/fortnightly/monthly for (length) time

> I’m available via email/text between sessions as well/whatever else you offer

Confirming they value your service

> Does that sound valuable/ useful so far?

What do you see as the benefit of us working together?

> How would your (area of focus) be different as a result of our time together?

Introducing the investment 

Most people get icky when it comes to the ‘money chat’…stop it! It’s simply a conversation that includes numbers.  Consider you’re talking about something that isn’t your own service so it’s purely factual.  Be clear in advance of your boundaries and what, if any, willingness or ability to wiggle you have.

> This program/service is £____ for which includes….

> £___ paid in full

> Take as long as you want to mull that over.

You may want to offer special ‘fast acting’ bonuses for making a decision to commit within a certain timeframe.  And you may want to offer a payment plan but remember if you are in the UK if you choose to offer a payment plan that is more expensive than the full price this is seen as the equivalent of an interest rate for which your business needs a credit licence. Please ask for legal advice specific to your business requirements to ensure your business stays compliant, I am not a legal expert.  I invite you to get clear on what your ideal situation is and how you can encourage your customer to behave in the way that serves your outcome.

>> Instead of £___for x if you decide to go ahead by the end of today/this week I’ll make it  £____

Give space for them to reflect and think.

Employ the acronym WAIT – Why Am I Talking 🙂


Overcoming objections/concerns

Be prepared to discuss common objections include:

‘I can’t afford it’

‘I’ll have to speak to my partner’

Be curious about these and coach them through them. Often objections  are polite distractions from belief in YOU or belief in THEMSELVES.

‘I’m not convinced YOU can deliver the results I want’

‘I’m not convinced I can make the changes I want to’

Stay focused on serving the best interests of the person in front of you.

How confident are you that your service is the best solution for that person? 

How confident are you that now is the best time for them to optimise the value they’ll get from working with you?

What do they need to make a decision that works for them?

Completing the sales conversation


>> Brilliant! So you’d like to go with ‘x service’, when would you like to start?

>> Fab! All we need to do now is organise your 1st payment and then I’ll send you out your welcome pack and we’re ready to rock and roll. How would you like to pay?  Paypal? Direct transfer? (Whatever your options are)

>> Magic! (explain your next steps)

> See very important notes to self

Very Important Notes to Self

Trust yourself and how YOU want to do business.

You may want to have a sales focused conversation in a separate call organised shortly after your discovery session. It’s your business and your rules, play with options and notice your energy and the results you get with each.  It may be person specific or you may prefer to have a set process. Do what works.

Support your potential client stay in that state of possibility and motivation until they can make a decision that’s right for them.

Focus on helping your client to make the best decision for them and you’ll both reap rewards. LET GO OF ANY ATTACHMENT YOU MAY HAVE TO THE OUTCOME, if you want happy clients you need to focus on THEIR wants and needs, not yours.

Even if they decide not to work with you right now, keep in touch and nurture the relationship. They may turn into a yes or refer other people to you…customer service is queen.

Have fun xxx

Let me know in the comments below how you get on!

If you’d like to download this in playbook form click here



I’m a coach and I always have a coach for my own personal and professional development. I could be here a long time explaining the benefits I’ve reaped in all aspects of my life and work as a result of this support.

And there’s been times when I needed something else.

I’m deeply biased towards the benefits of coaching but I’ve got no interest in selling you the myth that coaching is THE thing that will change your life. It might be…but that’s your decision, not mine or anyone else’s.

The irony in the coaching world is that some coaches shout so loudly about their services and how AMAZING they are that it doesn’t serve to help their potential customers actually pause and listen to what they really need.

[clickToTweet tweet=”The key to our success and wellbeing is getting the right support at the right time…and trusting ourselves.” quote=”The key to our success and wellbeing is getting the right support at the right time and trusting ourselves.” theme=”style2″]

We all need support yet we don’t all need a coach. We’d likely benefit from one yes but need? No.

So here’s the thing, there are 3 types of support:

🦊 Informational – we want to understand how things work

🦊 Emotional – we want to feel heard, fulfilled and connected and able to navigate our lives effectively in a way that feels good

🦊 Practical – we need help to DO something. Lifting a sofa is a lot easier with someone else to help, right?

So I wonder, what help would you benefit most from right now?

Do you really want to work with a coach to help you become more productive?

Or would you rather spend that money on paying someone to implement and action your ideas?

Do you really want to invest in another course that teaches you something new?

Or do you want to hire a coach to help you leverage all the amazing resources you already have?

Coaching is powerful and has the potential to unleash the power within you BUT it’s not all things to all people. Sometimes it’s not the most effective investment for you depending on what you need at a particular time.

So my invitation to you is to curious about what you REALLY need and make sure you get that xx

Does this resonate? I’d love to hear your thoughts in the comments below.

Desperately resisting systems

Desperately resisting systems

Are you systems averse?

I know I was!

I’m a free bird, one of life’s wingers, a creative and set systems and processes…well they just feel restrictive and just not very me.

Rules are for bending after all aren’t they? ????

I remember one of my first mentors years ago telling me I need to learn the rules and understand the reason for them before breaking them.

I thought he was a stick in the mud. But it turned out he was right.

Systems and processes are often in place because they simplify things and just bloody work!

It’s all very well being creative but if you’re reinventing the wheel at every turn your progress WILL be slow AND expensive.

Of course it’s important to figure out the systems that work for the kind of person you are and the business you run but if you want to get results with less stress you DO need them.

My name is Colette and I like a system. There, I’ve said it out loud!!

And the reason I’m now a convert is because I believe in an easy life, I like to get results and I like my creative juices to be applied to more interesting pursuits!

If you are a systems-phobe (or in recovery) and want to get organised and simplify then do get in touch with the epically awesome Cat Paterson to see how she can help you individually or look at joining our VIP Lounge.

You’re worth it! Xx

Are you an ideas gal who’s always preferred flying by the seat of your hotpants? Tell me in the comments how you get on?  Does winging it work for you? Or have you got a niggle that perhaps systemising some things may be useful?

PS. And it’s not at all painful! #pinkiepromise

When everyone else’s life looks better than yours

When everyone else’s life looks better than yours

How often have you compared your life to other people?

And perhaps more importantly how often do you end up feeling that YOUR life isn’t as good as THEIR life?

That ‘the grass is greener on the other side’ feeling.  It’s happened to all of us at some stage hasn’t it?

Whether you are working full time and envying the people who work part time or run their own business.

Are you running a business right now?  You may well sometimes envy the simplicity and security of people who have a job…and the paid holidays where someone looks after your workload, or at least makes sure thing don’t hit the fan!

Or if you work part time you may feel less worthy than your full time colleagues.  And if you are a stay at home parent you may feel uncomfortable around the working parents because your day is less frantic ergo it’s of less value.

But here’s the thing – own your life choice.  YOU have decided to do the thing you are doing for a reason so remind yourself of that.  And if you have fallen into it….now is a great time to get conscious again and figure out what makes you continue to do it…because you don’t have to.

There are ALWAYS alternatives.  Envy is a blooming useful emotion because it shines light on the things we want.

Use it then let it go…because envy also has an amazing gift of zapping your resourcefulness and leaving you feeling drained and antsy!  What is it about that guy doing what he does that appeals?  What is it about HIS choice that makes you feel that YOUR choice is somehow inadequate?  It may be that there is juice there to tweak your own life to enhance your own satisfaction.  If, on reflection, your life choice does work for you. Own it, embrace it and make the most of it. Because life moves on, new stages comes, new opportunities come but you will NEVER have right now again.

Love the life you have first.