First impressions matter – and so does the first conversation you have with a new client.

Before you can craft the perfect itinerary or recommend the ideal destination, you need to understand your client’s story. That’s where the Discovery Call comes in.

Whether you call it a Client Consultation, Briefing Call or simply Getting to Know You, this initial conversation is your opportunity to uncover your client’s preferences, expectations and travel dreams. It’s not just a nicety – it’s a professional necessity.

Why the Discovery Call matters

When a potential client reaches out—whether by phone, email, or referral—it’s tempting to jump straight into planning. But without a clear understanding of who they are and what they want, you risk wasting time and missing the mark.

A Discovery Call allows you to …

. Demonstrate professionalism: By scheduling a dedicated 15 to 30 minute call, you show that both your time and theirs are valuable.

. Set expectations: Communicate that you follow a thoughtful process, and have fees, to ensure the best possible travel experience.

. Identify key decision-makers: Ask, “Is there anyone else who should be included in my follow-up?” to avoid surprises later.

. Explore travel history: Understanding what they’ve loved – or loathed – about past trips gives you invaluable insight.

. Uncover loyalty programs: Frequent flyer miles, hotel memberships, and cruise points can help shape your recommendations.

. Define their goals: Are they seeking adventure, relaxation, cultural immersion, or something else entirely?

. Spot red flags: You’ll quickly recognize tire-kickers or those just price-shopping.

How to structure the call

Start with a warm welcome. A little small talk builds rapport: “I’m so glad we’re talking about your vacation plans!” Always ask how they found you: “I’m curious—how did you hear about me?” 

Then, set expectations:

“I’d love to spend a few minutes learning about your travel preferences so I can better tailor my recommendations.”

Offer a few available times – ideally within the next 24 hours – to show that you’re a professional with a process, not someone who quotes trips on demand.

Key questions to ask 

. What inspired this trip?

. Who will be travelling?

. What’s your ideal travel experience?

. Any destinations in mind – or ones to avoid?

. What’s your travel style: luxury, boutique, adventure, family-friendly?

. Are there any must-haves or deal-breakers?

. What’s your approximate budget?

. Have you worked with a travel advisor before?

Final thoughts 

The most important skill you can bring to the Discovery Call is your ability to listen. Take careful notes. Keep the tone conversational – not transactional. Try softening your questions with phrases like, “Would it be OK if I asked about…” or “Do you mind if I ask…” to help clients feel at ease and more willing to share openly.

By the end of the call, you’ll likely know whether you and the client are a good match. If it doesn’t feel right, be honest: “You know, I don’t think I’m the right person for you.” And if possible, offer a referral to someone better suited to their needs.

The Discovery Call is more than just a conversation – it’s the foundation of a successful client relationship. It helps you qualify leads, build trust, and deliver the kind of personalized service that sets you apart.

Next time a new inquiry lands in your inbox, resist the urge to dive into research. Schedule a Discovery Call instead – it’s the smartest first step you can take.