1. A calendar invite will be automatically created when a client books your call. When you get this email, open the calendar invite on your calendar and add a video call link unless you have specifically stated otherwise in your call description in Thatch.
   1. You can turn on a video call inside the meeting using Google Meet
   2. If you prefer, get a free Zoom account. The free tier only allows calls up to 40 mins.
2. If for any reason you are not capable of providing information about the subject the client has requested, cancel the call within 24 hours of their booking so that they can rebook with someone else. Provide a reason for this in your communication to them.
3. Be prepared for your consultation call
   • Show up on time!
   • Review the information the client submitted ahead of time
   • Show that you understand what their questions are; don’t make them repeat it on the call!
   • Have an agenda ready - whether this is addressing questions they asked ahead of time, or having a set of questions ready to draw out what the customer needs to know.
4. Be a professional on the call
   1. Introduce yourself
   2. Be friendly, approachable, and confident - you’re the expert here!
5. Finish the call by indicating the followup you will do and the timeframe you will do it in.
   1. Follow-up could be
      1. Sending them a recap of the information you covered in the call
      2. Sending them a list of recommendations mentioned in the call (if so, be sure to create a Thatch guide to send those recommendations - see below!)
      3. Whatever else you discuss on the call
   2. The timeframe should be according to their needs, and what is realistic for your schedule.
6. Deliver the follow-up on time.

More Tips

• Consider recording your calls. This can help you review the calls and improve your technique for the next one, or can be an asset to the client. You can send the recording to your client to help them remember the advice you gave.
  • Zoom and Google Meet allow you to record calls. Learn how.
  • Send large files using services like WeTransfer or by uploading to Google Drive
  • If you are going to record the call, be sure to ask permission from your client first.
• If your follow-up includes recommended places, create a Thatch Guide with those recommendations so that you can earn commissions. Create a private Thatch Guide and then send them the link via email rather than typing recs in the body of the email. If you are recommending hotels, sending those via a Thatch Guide can earn you commissions.
• Need help crafting an agenda or knowing what to ask? Here are 3 sample questions that may help get the conversation flowing:
  1. Format: Do you want to ask me questions, or do you want me to lead by working my way through the list of previous trip details you sent?
  2. Are you looking to brainstorm and review your itinerary or do you mostly want suggestions, recs, and advice on this call?
  3. How far along are you in your trip planning, i.e. 40% or 60%?