Discovery Calls: 8 Tips for Client Relationship Mastery

As a travel advisor, if you’ve ever finished a discovery call thinking, “That felt good… but I still don’t really know what my client wants,” trust me, you’re not the only one. Discovery calls are where the magic happens. They’re your chance to build trust fast, understand your clients on a deeper level, and gather the kind of insight that leads to the right recommendations (not just the quick ones). With the right structure, these calls become smoother, more natural, and a whole lot more productive. Let’s talk what about what that structure should look like and some tips advisors can follow to ace their discovery calls.

Set the Tone With Confidence and Ease

I always like to open a call by setting expectations in a warm, simple way, something like, “I’m going to ask a few questions so I can get a clear picture of what’s most important to you, and then I’ll walk you through the options. Sound good?” It’s confident, it’s friendly, and it instantly makes clients feel like they’re in expert hands. Plus, it takes the pressure off because now they know you’re guiding the conversation.

Go Beyond the Basics, Ask the Questions That Matter

The basics—dates, number of travelers, and budget—are essential, but they don’t actually tell you who your client is as a traveler. The best bookings come from deeper questions. Ask them about the vision they have for their trip, the feelings they want to experience, and what a perfect day looks like. Dig into their comfort levels, travel style, and preferences. These kinds of questions unlock what they truly want, not just what they think they should say.

Look to the Past for Clues

Clients may not always know how to describe what they’re looking for, but they can definitely tell you about a trip they loved or one they never want to repeat. This is where the gold is. When they talk about what made a past vacation amazing (or frustrating), you get a clear path forward. These stories reveal their expectations, their boundaries, and the things that will make or break the experience for them.

Clarify Decision-Making and Budget (Without the Awkwardness)

Nobody loves the budget question, but it doesn’t have to feel uncomfortable. Instead of pressing for a hard number, try asking what would make the trip feel “worth it” to a client. It’s a friendlier entry point and gives you a sense of the value they’re looking for. It’s also important to know who else is part of the decision and how quickly they’re hoping to move forward. This keeps your proposal process smooth and avoids ghosting or endless revisions.

Set Expectations Early (It Makes Everything Easier)

This is your chance to explain how you work and understand what a client needs from you. Ask how they prefer to communicate, whether they’ve worked with a travel advisor before, and what kind of support they’re looking for. Share your planning process, your timeline, and any fees with confidence. Clients appreciate clarity—this will help create a smooth working relationship right from the start.

Listen Like You Mean It

Strong questions matter, but strong listening is what builds trust. Be present in the conversation. Don’t rush to the next question; let them talk, then reflect back what you’ve heard. Using simple phrases like, “What I’m hearing is…” reassures them that you’re fully tuned in. And honestly, people love feeling heard. This makes your client feel valued and understood, which usually leads to even more clarity and openness.

Wrap It Up with a Clear Summary and Next Steps

Before you end the call, take a moment to summarize what you learned and how you’ll move forward. Something like, “Based on everything you shared, wanting relaxation, avoiding crowds, and making sure the kids have plenty to do, I’ll pull together options that reflect exactly that. You’ll have them by [date].” It’s clear, it’s confident, and it reinforces that you listened.

Make This a Repeatable System

The real power behind great discovery calls is consistency. Having a simple outline or script for something you use every single time keeps you organized and ensures you never miss important details. It also makes you feel more confident going into each call because you know exactly where you’re steering the conversation.

A Quick Action Step You Can Use Right Away

Choose a few of the strategies or insights from this email that really clicked for you, and add them to your call notes or CRM template. Put them into practice on your next discovery call and notice how much smoother the conversation feels and how much more clarity you get from your clients.