A lot of you are now going online, using different platforms to keep your business moving. This is great, but as it’s new for you and maybe your clients, then there is some learning you need to go through. If it’s not planned out and consistent, then it can be frustrating, confusing and unpleasant for your customers. If it continues, then they are likely to just go somewhere else.

Having been through a number of these sessions for both clients and as a parent, I have pulled together the following 5 points to fine-tune the customer experience that you are delivering. Whilst we can all chuckle when something unexpected happens, being unprepared is just unforgivable.

1. Just because you sent an email, it doesn’t mean your client received it.

If you sent something relevant, then follow it up with a phone call or message and confirm they have received it. I am seeing emails being sent at 10:30 pm at night, or equally, 5:30 am in the morning. Then there is an expectation that it has been both received and printed out before the meeting is due to start.

2. Be consistent in your communications.

Your client will get used to one form of communication, they will get confused if you keep mixing it up. Don’t send a mixture of Texts, WhatsApp’s or emails and then be surprised when your client cannot see a consistent communication back and forth. Also, pick a platform and stick to it, I am seeing people use different platforms for different meetings, meaning the client needs to learn the different platform for each meeting.

3. Get there early, be ready, be prepared.

If the meeting starts at 10:00, be ready for 9:55. Don’t be adjusting your webcam, or connecting to the wi-fi when the meeting is supposed to start. Have a setup in place, which allows you to connect easily and ensure you are ready to start the meeting on time.

4. Act like it is a face to face meeting

I have seen people in dressing gowns and some even less this Easter Weekend when the weather has been very hot. It can come across an unprofessional and a distraction. If you are in your dressing gown, it can easily be thought that you have just got out of bed.

Also find a quiet place, if possible, with a background that isn’t distracting. Tools like Zoom allow you to setup a virtual background so we cannot see where you are taking the meeting.

5. Pay Attention

If you were in a face to face meeting, you wouldn’t walk into another room to make a coffee or start scrolling website’s when you are supposed to be listening. Turn on your video, look at the camera and engage with the other people in the meeting. If you are talking and looking the other way, it’s bad body language and shows you are not paying attention.

 

Image credit to https://techdaily.ca