Virtual Etiquette: Communicating with your client
5 best practices for communicating with your clients virtually.
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!