Client video chat etiquette: 9 simple tips brokers should keep in mind
Whether you’re joining from your office or mobile, avoid walking around or shifting too much. In addition to being unprofessional, it can disorient and distract clients. Place your device on something stationary and remember to glance at yourself occasionally to ensure you’re not fidgeting too much, especially when you’re talking.
Mute is magnificent
Dogs bark, kids cry and sometimes you need to type. These sounds come with the territory of working from home or remotely. It’s all the more reason to keep yourself on mute (unless you need to respond) while listening to your clients’ needs and concerns. Try to keep these sounds at bay with the mute button. It limits distractions while on a call.
Home internet connection quality can vary, just like the reliability of your computer. There is often a minor delay when talking and it’s easy to speak over clients accidentally. Speak slowly and make sure to articulate, particularly when dealing with precise numbers. Also, take a pause after asking questions and listening to someone speak, that will avoid inadvertently interrupting.
Save the snacking until after the meetings
It is never ok to eat during a call – unless it’s a scheduled client lunch. Everything is laser-focused on your face, which makes this etiquette self-explanatory.
Share your screen without distraction
If you plan on sharing your screen during a client meeting, minimize the number of windows and tabs you have open. Shut down any documents you don’t want seen by them and temporarily disable notifications. You don’t want clients to see your private messages or sensitive data pertaining to the deal.
Show clients you’re present
You’re being watched (in a non-creepy way)! Clients can see you and what’s distracting you. Put your phone out of reach during meetings and don’t work on other things unrelated to the deal you’re working on. Unless it is necessary, keep your eyes off your other screens and pay attention to who is talking.
Never leave the frame without explanation
Always give your client a quick heads up if you need to get up from the meeting for a brief moment (an obvious thing to do but still worth mentioning here). Best to do this verbally opposed to using the chat function. That way, it doesn’t look like you just disappeared, and clients don’t send out a search party.
Test your tech before the call
Sure, we all have technical issues – there is definitely a learning curve to video conferencing. If you’re going to do something you haven’t done before like screen sharing or sending a file, do a trial run. People are busy, being prepared will make the most of everyone’s time – and above all, it maintains a level of professionalism.
Be screen ready
A perk of working from home is the casual dress code but consider who you are meeting with and adjust your appearance accordingly. Wearing a ball cap for a meeting with your team might be ok, but not in a meeting with a vendor. Also, glance in the mirror before a video call, you might save yourself from an awkward situation – did you eat spinach for lunch?
Video chat isn’t going anywhere anytime soon. In fact, you can count on more virtual meetings and events in the future. It makes sense to prepare yourself the best you can so you can remain as professional as possible. A great rule of thumb is, if you wouldn’t appreciate it, your audience on the other end probably won’t either. Next time you’re on a client video call, keep these tips in mind.
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