How to conduct a discovery call as a Virtual Assistant
- Feb 23
- 11 min read
You’ve had a potential client book a discovery call - congratulations!🥳 - but now the initial excitement has faded and the nerves are kicking in.
So what’s next? What do you need to do? 🤔 (A question that comes up probably monthly in The VA Village group chat - it’s a favourite!)
First, remember you’re already halfway to signing them. They’ve booked this call because they like what they’ve already seen of you, they’ve identified that they need Virtual Assistant support, and they are getting closer to taking the plunge.
As for how to move forward from here, this blog walks you through how to prepare for and run your discovery call with confidence and clarity as a Virtual Assistant. (And if you want a more tailored answer for your business, come and join us in The VA Village!)
Contents:
What is a discovery (or disco 💃🏼🪩) call?
What is a Virtual Assistant discovery call (sometimes called a disco call🕺- but there’s no dancing required) and why is a discovery call important for virtual assistants?
A VA discovery call is - or should be - a relaxed conversation between fellow business owners to explore their needs and goals, and whether you are the right fit to help them to reach those goals.
Discovery calls are usually held via video call on something like Zoom, Microsoft Teams, or Google Meet. The reason I recommend a video call over a phone call is a) I hate phone calls, hello, am a millennial! And b) it’s easier to sense reactions and build rapport when you can see facial expressions and body language.
It is not a job interview, and you are there as equals! This is your opportunity to shine, ask the right questions, and build rapport. This is an important step for you to get a feel for each other, to see if you want to work with them, and if you do, to show them just how awesome you are!
Before the discovery call
I really encourage a pre-call questionnaire, as this gives you the opportunity to ask a bit about them and the help they need - and also to highlight your pricing, packages or minimum monthly hours, and check whether your support is within their budget before you give them your time for free on a call!
These questionnaires don’t have to be war and peace, but they do need to help filter out time wasters or non-dreamy clients. Something I say all the time is that if the first thing you want is a yes, the second thing you want is a no. Let your pre-call questionnaire be a stage at which people who aren’t the right fit, or don’t want to pay your rates, say no! Better that than following a call.
The questionnaire should also give you insight into the sort of support they are looking for, and a jumping off point to start your research.
I recommend reviewing their website and socials, getting a surface familiarity with what they do, and if possible, how you might be able to support them. Make notes of questions or points you might find helpful in the call, and consider how your experience is relevant.
Pre-call preparation for Virtual Assistants
Before the call, take time to prepare properly so you feel calm, professional and in control - and so the call itself feels natural rather than reactive.
Practise your pacing and phrases. If you feel you might be nervous during the call, then practise beforehand. If there is something in particular you lack confidence in saying (hourly rate or terms of business often fall into this category!), then say it out loud until it’s more natural.
Write out and rehearse key sentences you want to use during the call, amending them in a way that feels natural to you. “My hourly rate is £XXper hour, with a minimum of XX hours per month”. (And if you are lacking confidence in your pricing, or Ts&Cs, book a free call with me and we will get that mindset sorted!)
Set up your environment! Make sure you are in a calm, peaceful state of mind, in an environment that conveys the impression you want to give. That might mean a quick tidy up beforehand - check what your computer camera shows, and place a strategic throw or two if needed!
Check your lighting, and ensure that you’re happy with what the potential client will see.
Be there early. Make sure that Zoom/Teams/Meet is working as planned, that your internet connection is strong (kick kids and partners off Fortnite if needed… or is that just in my house?), that you have a drink and a notepad, and no distractions.
Finally, take some deep, calming breaths, and remind yourself that you’ve got this, if you want it!
Starting the discovery call with confidence
Start with a smile! It sounds obvious, but it matters - your potential client will feel it straight away, and it helps them feel welcome and put both of you more at ease.
It’s also worth reminding yourself that this is your call. It isn’t a job interview, and you’re not there to be grilled. You can (and should) hold the conversation in a way that feels comfortable and professional for you - setting whatever boundaries you are comfortable with.
A nice way to do this is with some housekeeping at the start of the call, for example:
A brief introduction if it’s the first time you;ve ‘met’
A reference to the time you have available (I like to go with “I’ve booked us in for half an hour, but can stay longer if we end up chatting!)
An outline of the call structure
An invitation for them to share more about their business and where they are feeling stuck or in need of support
If you use a second screen, refer to it! I will often have their pre-call questionnaire up on my second screen, and make sure that I say to the potential client - “I have your form / website / instagram up here, so I might look over at it at times - don’t worry, I’m not off playing candy crush!” (yes, I think I’m hilarious!). It seems minor, but that extra level of communication builds reassurance.
If you plan to take notes, check that they are ok with that (GDPR, y’know), and let them know that that is what you’re doing if you’re looking down. And yes, I recommend taking notes, particularly if you can capture their exact words!
Your potential client may have never worked with a Virtual Assistant before, so this structure (and your professionalism) can be reassuring - helping them to understand what to expect and how you work.
Of course, some clients will just go straight into explaining what they are looking for. If that’s the case, let it happen. It can tell you a lot about how they communicate and what they might be like to work with.
You can still steer the conversation back and explain your process when the opportunity arises - if you need to! Some of my best discovery calls are where the client has spoken for almost an hour, and all I’ve had to say is “yes, I can help you” at the end. The client felt heard, and I knew I could support them.
Building rapport and trust with potential clients on a discovery call
This isn’t a stuffy and boring business call and, again, it’s not an interview! This is two business owners deciding if they want to work together, exchanging expertise for money, and as such you are equals.
Allow some time for small talk and starting to build a relationship. If you can find common ground, brilliant. You may have already done this through other avenues such as social media engagement. If so, refer to it - the weather, a hobby, children, a holiday, your mutual love of diet coke 😁 - something that isn’t totally work related can really help to strengthen rapport, as long as you’re comfortable sharing it.
Share your excitement about their business - something that actually won me a client is when I said on a discovery call that I was a sweary fucker, and I was very glad to see that she was as well! - in reference to a swear word that she had buried on her website! Not only did it break the ice and build rapport, I was able to show the depth of research I had done.
Keep your focus on the potential client - even through a screen, make eye contact, smile, and mirror their body language. Show that you are listening to them, show that you are focused and paying attention.
Questions for Virtual Assistants to ask on a discovery call
While you want to let the potential client talk and share what they feel is relevant, at times you may need to guide the conversation, or collect information that you need to make a decision. Having questions you want to ask can help with this.
A set of prepared questions can help you to understand:
Their current challenges
What success looks like for them
Tasks they need help with
Timeline and budget expectations
How they tend to work
Anything else they might want to know
Have a list of generalised questions available that you can refer to if the client is unsure what type of help they may need. Consider what details are going to be useful for you to make a decision, and what they may need to know to make a decision. You can start broad, then as the call develops you may be able to drill down and target your questions where you need more detail.
Summarising and making recommendations
When you feel you have a good insight into what the potential client requires:
Summarise what you’ve heard. Summarise what has been discussed in the call. This not only ensures that you have understood the potential client’s needs, it also shows the potential client that you have been actively listening. This is where your notes will come in handy - and using their own language back to them, no paraphrasing!, is what will help them to really feel heard and understood.
Offer your recommendation if you can. Based on what you’ve heard, you can share how you would support them.
At this stage you might be able to share the tasks you can do, or even the package or pricing you would be looking at. However, if you need to go away and do some work to put it together, that’s ok too! As ever, communication is key. You can share with them that yes, you can support them, and you will prepare a proposal and have it with them within X days.
Whatever is said at this stage, this also gives you a chance to assess their reaction, and decide if they seem ready to close the call, or if they need to discuss anything further. If they seem hesitant, there is something more to explore. This is where asking open questions can be really useful.
It is possible that your recommendation is not to work together. This is ok, you don’t have to work with everyone you talk to - even if they want to work with you (and why wouldn’t they?!). You can either let them know in a follow up email, or during the call itself - perhaps with a recommendation of someone who would be more suitable.
How to close your discovery call
Some clients will be happy to say yes on the call, others will need time to decide. We’ll cover the latter first.
If they need time
The client may prefer to have some time to reflect on the meeting or may have discovery calls planned with other VAs, this is normal. Now you need to:
Keep your boundaries in mind
State what you will do next and when (sending a proposal, summary email or quote) - and I would always send something!
Send the something and let them know when you will follow up
Give them some time (for example, I would normally wait a week after the initial summary/offer email before chasing them)
Whatever you say you will do: do it! (demonstrating reliability at this stage builds trust)
When they say yes on the discovery call
Congratulations, you’ve just (nearly!) signed a client!
Next you need to:
Confirm the details (scope, hours, deliverables, start date, etc). Try and give yourself some breathing space here if possible.
Clarify the next steps and timeline. Will you send over an onboarding package (a fancy way to describe invoice, contract and introduction email)? Will you send over a summary email of what was discussed and wait for written confirmation before you then onboard them?
Deliver on what you’ve said - similarly to the above, once you’ve established what you will do next, stick to it.
Either way, you’re ending the call with clarity and professionalism.
For tips on how to onboard your new client like a boss, check out Nailing your client onboarding process as a virtual assistant.
Key takeaways for running a successful discovery call as a Virtual Assistant
Discovery calls are conversations between equals, not job interviews.
Prepare with questions, research and mindset.
Build rapport first, then gather details.
Summarise what they have told you, before giving recommendations.
Close with clear next steps and an agreed timeline - and then deliver!
FAQs
Should I charge for a VA discovery call?
Discovery calls are traditionally free calls designed to give people a chance to get to know you a bit before committing to paying. As such they are usually relatively short. You may wish to pre-qualify your potential clients with a pre-call questionnaire or similar, to help ensure that you are talking to people who are genuinely interested in, and can afford, your services!
How long should a VA discovery call be?
Most discovery calls last between 20 and 45 minutes. Long enough to gather meaningful information, but short enough to protect your time and energy. I book mine in for 30 minutes, with a 15 minute buffer at the end for if we go over.
Should I send anything before a discovery call?
Yes, if you can. A short pre-call questionnaire can help you understand the client’s needs in advance and make the call more focused and productive. If you use a booking software like Calendly or ZCal, you can include the questionnaire in this, and the client will have to fill in the questions before even getting access to book!
What if I realise on the call that we’re not a good fit?
That’s a successful discovery call. You’re allowed to say no, recommend an alternative, or suggest another VA. Mutual fit is just as important as availability.
Is it okay to quote prices on a discovery call?
Absolutely - as long as you feel confident doing so. If your prices are published then you can refer potential clients to your website before the call, which can help avoid any potentially awkward conversations if your rate is not what they were expecting. This is also a great use of the pre-call questionnaire. You can also outline pricing or recommend a package on the call, then follow up in writing to confirm details.
Next steps
Draft Your Pre-Call Questionnaire: Take 10 minutes right now to list the ‘must-know ‘details you need before a call. Having the answers to questions like, ‘What are your current challenges?’ ‘What is your preferred start date?’ or ‘Have you worked with a VA before?’ in advance will instantly boost your confidence and make you feel more prepared.
Practice Your ‘Nervous’ Phrases: Pick the one thing that makes you sweat - whether it’s stating your hourly rate or three month minimum retainer period. Say it out loud to your reflection (or your cat!) until the words feel natural and professional, rather than a hurdle. If you really want to challenge yourself, video it and watch it back! Horribly uncomfortable, but great for spotting those little hesitations and body language slips that show a lack of confidence.
Join The VA Village: Don’t go it alone! Whether this is your first discovery call or it’s just been a while, it can help to talk things through beforehand, and you won’t find a more supportive bunch of VAs, who have been exactly where you are, than in The VA Village. Plus, there are fantastic supporting videos, recommendations of what to include in your pre-call questionnaire, AND what to include in your onboarding package (because OF COURSE you’re going to sign that client with our support!)
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About the author:
Kayleigh Johnstone is the founder of COZ & Co, an award-winning Business Support & Visibility Agency, and the creator of The VA Village. As a qualified EMCC Coach and Mentor, Kayleigh is dedicated to helping incredible women launch and grow profitable, flexible Virtual Assistant businesses. A recognised leader in the UK small business community and a Small Biz 100 featured entrepreneur, she provides a clear blueprint for VAs who want to stop chasing the 9-to-5 and build a guilt-free business that values their individual brilliance and general neurospicy awesomeness.
