Hi there!

 I’m Joelle Thinga, and I’m thrilled to dive into the magic of personal calls and how they can elevate your client relationships and boost your sales. As a service provider in the health, beauty, coaching, creative, or wellness industries, the simple act of picking up the phone and having a genuine conversation can transform your client relationships and sales. Let’s explore how to make these calls feel natural, confident, and impactful.

Embracing the Phone Call: Why It Matters

We all know that feeling—hesitating to make that call. Whether it’s fear of rejection, a lack of confidence, or just feeling unprepared, it’s something many of us face. But imagine this: a world where every call you make strengthens your connection with your clients and sets the stage for long-term success.

Think about it—when you call a client, you’re not just making a business transaction; you’re building a relationship. You’re showing them that you care, that they matter, and that you’re committed to their success. That’s powerful stuff!

Overcoming the Fear: Let’s Break It Down

Let’s tackle the big one first—resistance to calling. It’s natural to feel a bit anxious, but here’s how you can turn that around:

1. Understand Your Hesitation: Are you worried about being turned down? Remember, every call is a chance to learn and grow. It’s not about rejection; it’s about connection.

2. Get Prepared: Use scripts and the QUEEN Method (we’ll get to that in a bit) to feel ready and confident.

3. Practice Makes Perfect: The more you practice, the easier it gets. Role-play with a friend or mentor and get comfortable with your approach.

Crafting Your Confidence: The Perfect Phone Script

Now, let’s talk about creating a script that makes you feel like a rockstar on every call. Here’s a simple way to structure it:

• Warm Welcome: Start with a friendly, genuine greeting.

  • Example: “Hi [Client’s Name], this is Joelle Thinga from [Your Business]. How are you today?”

• Purpose Clarity: Clearly state why you’re calling.

  • Example: “I wanted to check in with you after our recent session and see how you’re doing.”

• Transformation Declaration: Remind them of the transformation your services provide.

  • Example: “Remember, our goal is to help you achieve [specific transformation], and I’m here to ensure we’re on track.”

• Engage with Questions: Ask open-ended questions to understand their experience.

  • Example: “How have you been finding the program so far?”

• Share Value: Offer helpful tips or insights.

  • Example: “I have a few tips that might help you with [specific issue].”

• Next Steps: Plan the next actions.

  • Example: “Shall we schedule your next session for next week?”

• Positive Close: End with gratitude and positivity.

  • Example: “Thank you for your time, [Client’s Name]. I’m looking forward to our next session!”

The QUEEN Method: Your Secret Weapon

Okay, let’s dive into the QUEEN Method. It’s a fantastic framework for making your calls effective and empathetic. Here’s how it works:

• Questions: Start by asking insightful questions to understand your client’s needs and experiences.

  • Examples: “Can you tell me how you’ve been feeling since our last session?” “What improvements have you noticed since we started working together?”

  • Tips: Prepare a list of questions tailored to your client’s previous feedback or goals. Encourage clients to share their thoughts freely by creating a comfortable and non-judgmental atmosphere.

• Understand: Show empathy and acknowledge their experiences and feelings.

  • Examples: “I understand that [specific challenge] can be tough, and I’m here to help.” “It sounds like you’ve been working really hard on this. I’m proud of your progress.”

  • Tips: Reflect back what the client says to show you’re actively listening. Use empathetic language to validate their experiences and emotions.

• Educate: Provide valuable information or suggestions that can help them achieve their goals.

  • Examples: “Let’s try [specific strategy] to help you with [specific goal].” “Based on what you’ve shared, I recommend focusing on [specific area].”

  • Tips: Share relevant case studies or examples of how others have benefited from similar strategies. Use simple, clear language to ensure your message is easily understood.

• Engage: Discuss potential solutions and involve the client in choosing the best option.

  • Examples: “Which of these options do you feel would work best for you?” “How do you feel about trying [specific solution] next?”

  • Tips: Offer multiple solutions to give the client a sense of control. Encourage feedback and be open to adjusting your recommendations based on their input.

• Narrow Down: Agree on the next steps and ensure the client knows what to expect.

  • Examples: “Great! Let’s go with [chosen option] and I’ll follow up with you next week.” “I’ll send you an email with all the details we discussed today.”

  • Tips: Summarize the agreed actions to confirm mutual understanding. Set a clear timeline for follow-ups to maintain momentum and client engagement.

Believing in Your Transformation

Confidence in your services is key to effectively communicating their value. Here’s how to boost your confidence:

• Define Your Transformation: Clearly outline the specific changes your clients can expect.

  • Example: “We help you regain your energy and lose 10 pounds in three months.”

• Use Testimonials: Share real success stories.

  • Example: “One of our clients, [Name], achieved [specific result] and felt more energized.”

• Know Your Value: Understand your services inside out and believe in the benefits they bring.

Creating Irresistible Packages

High-value packages with creative names make your services more appealing. Let’s spice them up:

• Identify Key Services: Choose impactful services to bundle together.

• Craft Engaging Names: Use names that evoke transformation.

  • Example: “Total Wellness Reboot” or “Radiant Glow Makeover.”

• Highlight Unique Benefits: Clearly describe the unique benefits of each package.

  • Example: “This package includes personalized coaching, a custom nutrition plan, and monthly check-ins to ensure you achieve lasting wellness.”

Handling Objections Like a Pro

When a client says no, it’s a golden opportunity to understand their concerns better. Here’s how to navigate objections gracefully:

• Listen Actively: Understand their concerns fully.

  • Example: “I hear that you’re concerned about the cost. Can you tell me more about your budget constraints?”

• Acknowledge Their Feelings: Show empathy.

  • Example: “I understand that investing in a new program can feel like a big decision.”

• Provide Reassurance: Use success stories to alleviate concerns.

  • Example: “Many clients who felt the same way initially saw incredible results, like [Client’s Name] who achieved [specific result].”

• Offer Solutions: Suggest alternatives or modifications.

  • Example: “Would you feel more comfortable starting with our trial package?”

Navigating Complaints with the QUEEN Method

Facing a complaint? No problem! The QUEEN Method can help you handle it smoothly:

• Questions: Ask for details about the complaint.

  • Example: “Can you tell me more about what happened?”

• Understand: Empathize with their frustration.

  • Example: “I’m sorry to hear that you had this experience, and I understand how frustrating it must be.”

• Educate: Explain your steps to resolve the issue.

  • Example: “Let me explain how we’re going to address this and prevent it from happening again.”

• Engage: Discuss potential solutions.

  • Example: “What would be a satisfactory resolution for you?”

• Narrow Down: Confirm the solution and next steps.

  • Example: “We’ll proceed with [solution], and I’ll follow up with you next week to ensure everything is resolved.”

Conclusion: Embrace the Power of Personal Calls

Personal calls are more than just a business tactic—they’re a way to build meaningful relationships and grow your business authentically. By overcoming the fear of calling, using the QUEEN Method, crafting confident scripts, and believing in the transformation you offer, you can make every call a stepping stone to greater success.