Virtual Etiquette: Communicating with your client

Virtual Etiquette: Communicating with your client

5 best practices for communicating with your clients virtually.

As we approach the anniversary of this pandemic, the reality of doing business virtually is far from over. In fact, some of these innovations are likely to never fully go away. Businesses have found useful and efficient virtual platforms that add to the success of their companies–promoting more interaction and easier communication with their clients and internal operations.

Similar to when email came on scene (anyone still use AOL?), a virtual etiquette has been established among professionals as companies are forced to go virtual. This article will include some tips and tricks we’ve learned as a company over the past year as well as some industry standards.

Here are five ways to increase your virtual etiquette when communicating with your clients:

 

Test drive EVERYTHING first

If there is one thing we can all agree upon, it’s that technology never does what we want when we need it to. In order to give your clients a smooth and glitch free virtual experience, make sure you try out the system you’ll be using beforehand. That way, if there are any glitches or technological mishaps, you’ll be ready. For example:

 

  • Try Zoom practice runs with your team before an event.
  • Make sure to schedule a test run with any speakers you plan on having  in a virtual conference or meeting so they know what they need to do. This way you can troubleshoot any problems that may occur before the event.
  • Lastly, testing out an application before introducing it to a client allows you to see how user friendly its interface is. If it’s something you find confusing or unorganized, odds are they will too.

Provide clients with clear instructions

This goes hand-in-hand with the first tip, but still deserves its own spot. When setting up a meeting, event or network with your clients, make sure they know what they need to do. Provide them with details on any set up tools they might need (headphones, computer speakers), what platform you will be using, and how they will get on. Is there a dial-in number they could use if they get caught up or their computer stops working? How long will the meeting last? Is there a place where they can watch the event if they missed it? These are some questions to consider. 

If you want to know how you can be better prepared as a remote worker, check out our other article on Top 5 Tips for Working from Home.

Record virtual events

Bringing it back to technology not always working, your client may have problems on their side of the screen too. Mic issues, video quality, and wifi are all reasons why they might miss important information being discussed. Recording relevant events like training, conferences or specific meetings will give your clients a place to go back to later. It also provides a unique opportunity for those who couldn’t attend to watch it at a later time. An added benefit to virtual events.

Create your own virtual etiquette

It’s easier when everyone is on the same page. Before starting your event, establish any etiquettes you want to be utilized. Encourage your clients to use functions like the chat box to communicate with the host or show their agreement/disagreement with what is being said. This eliminates any interference with the speaker but still allows them to express their thoughts. 

Also, if an event has multiple speakers to get through, encourage the use of emojis like the clapping hands to keep audio interference down while still generating a reaction. All in all, it comes down to experimenting beforehand to see what you like and what works best for your company. Coming up with clear rules of engagement will make for a smoother virtual experience for the both of you.

Setting up chat channels

Chat channels like Slack or Microsoft Teams offer your clients a place to communicate with you easily and effectively without having to hop on zoom or pick up the phone. It can help them and you get quick answers to any questions that may come up as well as streamline any project communication between the two.

Check out our other article Surviving the Pandemic – What Technology Our Team Has Been Utitlizing for more helpful applications!

Virtual etiquette is still evolving as we continue to navigate this pandemic, but these tips should help point you in the right direction for better client communication. With the coronavirus continuing to be a daily influencer for businesses, even as vaccines roll out, it doesnt have to inhibit your companies ability to effectively communicate with your clients.
Preparing for Remote Work: Technology to the Rescue!

Preparing for Remote Work: Technology to the Rescue!

From a technology standpoint, I don’t think there has ever been a time in history when our world has been more prepared for a crisis. Most companies are fortunate enough to have the ability to perform many of their necessary functions remotely. However, I would be remiss to not recognize the fact that creating a solid remote work environment does not come without workarounds and struggles with initial set up. We can often take for granted the technology and resources available to us in an office setting, from fast internet speeds to secure network access there are many things that make our everyday work environment convenient and comfortable.

Fortunately, our team didn’t take the COVID-19 warnings lightly, and we started to think ahead and prepare for a possible remote work scenario. Did we get it all right on the first try? Certainly not, but we were ahead of the curve by giving some early thought to how we could operate remotely.

Here are a few things we considered.

Access to Network Files

Our team relies on an in-office file network for day-to-day access to our files. The network is an efficient way for our team to stay organized by sharing files in one place that is accessible to our entire team. Moving away from this organized structure may seem challenging, but it doesn’t have to be.

We knew we obviously didn’t need every single file created in company history moved to a new location for remote access, so our team collaborated to make a list of the files that would need moved. We opted to move our files to a SharePoint folder system which is available with our Office 365 subscription. If you do not have access to something like SharePoint there are free versions of cloud-based storage such as Google Drive and Dropbox that you could potentially utilize.

Computer/Device Set Up

Before you can access files and securely log in to a system, you need to make sure that your computer and device setup will allow you to work efficiently. I will tell you firsthand that going from large dual monitors to a small laptop quickly gets frustrating. It’s not always simple to set up a new device configuration but considering a few things will make the process much simpler. Does your office have a spare monitor you can hook up to your laptop? What types or cords or adapters will you need to connect the two devices? Will you want a full keyboard and mouse? How will those connect to your portable device? Taking these configuration options into consideration and having the appropriate materials on hand to create your optimal working environment will pay dividends by helping you avoid unnecessary frustrations.

Team Meetings/Communication

In the beginning, your thoughts about technology needs might be limited to your own work, but if you operate with a small team, there are other things you should consider. Because our team is small, and we are accustomed to being able to hold daily in-person team meetings. In addition, we are fortunate enough to be able to walk down the hall for a quick consult with a co-worker. Luckily, we already had a few things in place that allow us to continue to communicate effectively during this work-from-home period.

Slack
Prior to COVID-19 our team was using Slack to communicate with one another in the office. When the COVID emergency emerged, our communications flow never missed a beat, and we could continue business as usual. Of course, this came with more typing of messages and fewer face-to-face interactions on more complex topics, but this tool helped keep our workflow moving forward.

Adobe Connect
Slack worked great for short conversations and questions, but it isn’t a good environment for a team meeting. Another existing software that we were lucky to have available in our toolkit is Adobe Connect. This service is commonly used for hosting webinars and web conferences.

Prior to the emergency, we would often use a teleconference in conjunction with the web conference features, but not much else. Our new circumstances pushed us to increase use of other features available in Adobe Connect, such as internal video and audio. When dealing with several team members, each with their own device configurations, there were a few hiccups to get each team members device set up to function correctly, but in the end the video and audio connection allowed us to interact like a team again.

Our team feels fortunate to have access to tools that have made our transition to remote work easier. After nearly two months of living through these unprecedented times we can begin to dream about what getting back to a new normal work environment might look like. I am certain this will look different for each company, but I am confident that the exercise of thinking outside the box to prepare a remote work environment will serve all companies well and leave them more prepared and confident for future challenges that might come there way.

Top 5 Priorities for Client Communications in Times of Crisis

Top 5 Priorities for Client Communications in Times of Crisis

Whether your responsibilities lie in communicating to your client or on behalf of your client, a time of crisis is going to put your capabilities to the test.

1. Take extra time to personalize your communication strategies to match each audience you are interacting with.

For example, an email to clients or stakeholders might contain information about what methodology you have in place for customer outreach or how you intend to retain a surge of new customers that may drop off once the crisis dissipates. Outreach to a client’s customer base might alternatively focus on the plan to keep business operations going with minimal disruption or targeted training videos to help users self-teach. Because consumers generally react better to content they can understand, making the extra effort to customize messaging will pay off long-term.

Tip: Do something different or special to make your message stand out. Go ahead and use your electronic newsletter templates and social media channels. But maybe a personalized email from you to your clients (employees or volunteers) – without all of the graphics and polish – will let them know you are making a special effort to reach out to them.

2. When a crisis situation is ongoing, there really is no such thing as over-communication.

No matter which audience you are communicating with, maintaining a clear, consistent message is important. Let your audience know you are there to help in whatever capacity you are able. Remind customers or clients of how you’ve altered your business model to better assist everyone affected by the ongoing situation. Also, it is important to keep communicating with clients and/or customers even if your business is inactive; if your goal is to have an active, thriving business again long-term, you need to maintain those key relationships.

Tip: In a time of crisis there’s a lot to communicate in a little amount of time. Create an information hub so your audience can find all information related to the crisis in one place. Once you’ve established an information hub, update the content regularly or as new information becomes available.

3. If you must make budget cuts, be kind to your big picture bottom line.

Realistically, spending ad dollars to sell gym memberships isn’t a responsible expense when the whole state is under stay-at-home orders unable to frequent crowded places like a gym, for example. So, we understand making cuts here and there during tough times. Having said that, reallocating all your marketing dollars or thrashing your overall budgeted expenses prematurely isn’t a smart business decision. If your business weathers whatever storm it is going through, you’ll be in a better position to recover if you can hit the ground running again with some planned expenses rather than have no budget to work with and no way to reach your audience to bring them back in. The point is, try not to make decisions out of panic; think you business strategy through.

4. Keep employees and volunteers feeling in-the-know and valued.

The way leadership communicates (or doesn’t communicate) to employees and volunteers will directly impact loyalty, which can lead to a loss of talent. Employees remember how they were treated during the worst of times much more vividly than during the best of times, so it is important to allow employees as much empowerment as possible during crisis situations. In some cases, your organization will be responsible for communicating with employees or volunteers, including volunteer board members. It is important not to overlook this hugely important aspect of successful crisis communication management. Remember, you can do all the right things on behalf of your client’s brand and budget, but if you don’t treat (or help them treat) their employees with respect and kindness during troubled times, the whole structure will collapse.

5. Give good business advice without taking advantage.

It might feel like an easy upsell to encourage a client to add on social media services and an extensive SEO package to boost their business during a time when face-to-face commerce has minimized and digital marketing is critical, but who are you really serving? While your ultimate goal as a business owner is to make money, you need to be realistic and be loyal to the clients who are being loyal to you. If your team is stretched due to economic hardship, there is nothing wrong with changing price points to help your business model move forward. But pushing services on struggling clients is only appropriate if you are actually helping your client by doing so. For example, if a local restaurant doesn’t have an online presence, it is absolutely appropriate to ask the question, “How is your community going to support you if they’re unable to find you?” However, the answer isn’t necessarily to start a website, a Facebook page and an Instagram account all at once. You can give good advice without taking advantage. You can give a customer what they need without giving them everything they need at all at once.

How is Enterprise Iowa handling the COVID-19 crisis?

Like most other businesses nationwide, our team is doing the best we can to minimize the risk we put on each other and put out into our community. We’ve taken measures to work from our homes, serving our clients through Adobe Connect meetings, Slack conversations and more. While most businesses can’t have a perfect plan in place for a situation like this, our team has done well adapting to our new working normal. We feel fortunate to be able to continue to serve our clients and do our part to help stimulate economic prosperity in Iowa during this low point. For any businesses struggling to get through the economic hardship inflicted by COVID-19, reach out to see how we might be able to help revise and rejuvenate your business strategy.

Caucus Lessons for the Project Manager

Caucus Lessons for the Project Manager

The Iowa Caucus is over and the candidates have moved on. Since the results were announced (still not completely final at this writing) there have been numerous stories and articles dissecting just what went wrong. Whose fault was it anyway, and how can it be prevented from ever happening again? Will this kill the Iowa Caucus as we know it? Let’s leave it to the pundits to continue the discussion about methods for counting delegates, alleged interference with the Iowa Democratic Party phone banks, or the now infamous “APP.”

Like many folks interested in politics, I tuned in to the media to learn the results of the caucus. I optimistically stayed up later than usual hoping for some breaking news. But there were only angry journalists and quizzical expert analysts. For some reason my thoughts that evening turned to the many times I’ve read and heard about the high percentage of projects that fail, and what a good project manager should do to ensure success. As a project manager, what lessons could I learn from this event?

First, have some empathy. Haven’t most of us experienced a project that failed? The possible causes are endless, and no matter what the textbook says, a project manager usually doesn’t have control over all the variables. I don’t know who the project manager was in this case, or even if there was one, but whoever the people involved were, I feel badly for them. I know what crisis management is, and it is hard.

Managing risk has also been a strong theme as I think about the caucus. It isn’t hindsight that tells us that the impact of failure was off the charts. We’ve seen it play out before our eyes in a very public way. But how do we measure the probability of failure? In this case there were multiple points of potential problems, ranging from the event itself and the tabulation of results to the primary and secondary methods for reporting the information. The fact that there could be no flexibility in the launch date was also a factor. For many projects, the act of pushing back the schedule a week isn’t such a big deal. For this event, no such opportunity existed. As I think about my current and future project activities, this is a stark reminder to take risk management very seriously.

Hidden in the reporting was a small item that stood out to me as an issue that may have increased the risk of failure. The essence is that an external party had allegedly required a security update shortly before moving the application into production. The specific facts are not known, but haven’t we all experienced the last-minute request of a stakeholder or product owner? Of course, we want to be agile and satisfy the request, but we also know that the introduction of something new can increase risk and affect the quality or performance of a product.

A final lesson for me is the importance of communication with all of the stakeholders. In this case it included the caucus participants, the volunteers in the so-called “boiler room,” the media, the candidates themselves and the entire community of the State of Iowa. As project managers we will all at some point be confronted with the challenge of balancing the desire to “buy time” and “get it fixed first” with the benefits of being open and transparent with all of our stakeholders. That is such a tough judgment to make, but when the impact and probability of failure is high, I am reminded that it is vital to plan for those communication actions in advance.

My hope is that cool heads will prevail and that the Iowa caucuses will continue. It is an imperfect but valuable process. In the meantime, these are a few lessons that will stay with me for a long, long time.

This blog was first published on the Project Management Institute (PMI) blog for the Central Iowa chapter.