Separate a consultation from a discovery call

What to change

Give each interaction a name that reflects its actual purpose and the person providing it. Keep the distinction beside the invitation, where expectations begin.

A worked example

Illustrative example

A clinic labels its free route a booking information call. Its description covers appointment options and fees. The paid consultation has a separate description explaining who conducts it and what the booking includes.

How to check the result

Someone comparing the routes can select the appropriate one without assuming the free call replaces a professional appointment.

A mistake to avoid

Avoid using reassuring phrases such as get expert advice when the call is delivered by an administrator answering practical questions.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to recordAsk reception to list the questions they can answer on the introductory call.Ask the practitioner to confirm what only the paid appointment can cover.Show duration, cost and expected output for each route in comparable language.

Evidence, open questions and decisionsNext action and responsible role

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