Why Your Discovery Call Is Costing You Clients (And What to Do Instead)

Let’s talk about discovery calls for a minute, because this is something I see come up again and again with VAs who want to work with therapists.

You can be brilliant at what you do. You can have great offers, lovely branding, all the right services… and still find that your discovery calls just aren’t converting in the way you expected.

And it’s frustrating, because you come off the call thinking, “That went well?”

But then… nothing.

No reply. No client. No feedback. Just silence.

If that’s happening, it’s usually not because you’re doing something wrong, it’s because no one has shown you how different these calls need to be when you’re working with therapists.

It’s Not a Sales Call

A lot of VAs go into discovery calls thinking they need to sell themselves. They prepare what they’re going to say, how they’re going to explain their services, how they’re going to sound confident and professional.

But therapist clients aren’t looking to be sold to.

They’re looking to feel understood.

And those are two very different experiences.

If a call feels rushed, or a bit too polished, or like you’re trying to move them towards a decision, they’ll often pull back. Not because they’re not interested, but because it doesn’t quite feel safe or aligned for them yet.

Therapists are used to holding space for other people. When they’re the client, they notice very quickly whether that space is being held for them too.

The Call Starts Before You Even Get on Zoom

One of the biggest shifts I encourage VAs to make is realising that the discovery call doesn’t actually start when you say hello.

It starts before that.

If you’re showing up to calls without really knowing anything about the person, their practice, or what they’re struggling with, you’re always going to feel like you’re playing catch-up.

And they can feel that.

But when you’ve already taken the time to understand what’s going on in their business, even at a basic level, the whole tone of the call changes. You’re calmer. They’re more open. The conversation flows more naturally.

It stops feeling like a pitch, and starts feeling like a conversation between two people trying to figure out what would actually help.

You Don’t Need to Talk More—You Need to Listen Better

This is the bit that often feels counterintuitive.

Because when you’re nervous, or you really want the client, the instinct is to explain more. To fill the space. To make sure they understand everything you can do.

But the most effective discovery calls are the ones where the client does most of the talking.

When someone has the space to explain what isn’t working in their practice, what they’re overwhelmed by, what they’ve already tried… they start to feel understood. And more importantly, they start to feel confident that you understand them.

That’s what builds trust.

And trust is what leads to a “yes.”

Your Offer Should Come From Your Expertise

One of the biggest shifts I encourage VAs to make is moving away from the idea that they need to shape themselves around whatever the client asks for.

It can feel like the “right” thing to do, especially when you want to be helpful. But when you position yourself as someone who will just pick up whatever tasks are given to you, it can actually make a therapist feel less certain, not more.

Therapists are used to being the expert in the room. When they’re looking for support, they want to feel like you have that same level of confidence and clarity in your role.

That doesn’t come from saying yes to everything. It comes from being able to listen to what’s going on in their practice and then guide them. I’m here to encourage you to become an expert in your field.

That might mean recommending something slightly different to what they originally asked for. It might mean simplifying things, or focusing on what will actually make the biggest difference.

And that’s the point.

Because when you speak from a place of experience and specialism, it helps the therapist relax. They’re not trying to figure it all out on their own anymore, they can trust that you know what you’re doing.

That’s what turns a conversation into a working relationship.

The Follow-Up Is Part of the Experience

Even if the call goes really well, the process isn’t finished when you hang up.

In fact, this is where a lot of potential clients quietly drop off.

If they don’t hear from you for a few days, or the proposal feels generic, or they’re not sure what happens next, that initial connection can fade quite quickly.

From their side, they’re looking for clarity and reassurance. They want to know what working with you would actually look like, and that you’re organised, responsive, and professional.

Small things here make a big difference.

This Is a Skill (Not Something You’re Meant to Just “Know”)

If you’ve ever come off a call thinking, “I’m not sure I asked the right things,” or “I don’t know why that didn’t convert,” you’re not alone.

And it doesn’t mean you’re not good at what you do.

It just means no one has shown you a clear, structured way to approach these calls in a way that works specifically for therapist clients.

Because there is a way to do this that feels natural, not salesy, and still leads to clients saying yes.

If You Want to Feel More Confident in Your Discovery Calls…

I’ve put together a free guide called “The Perfect Discovery Call”, and it walks you through exactly how to approach this from start to finish.

Not just what to say on the call, but how to prepare beforehand and what to do afterwards so you’re not left second-guessing yourself.

It’s designed for VAs who want to work with therapists and actually feel confident in those conversations, rather than hoping they’ve done enough.

If that’s something you’d like, you can download it here and start refining your discovery calls in a way that feels much more aligned and a lot more effective.