Written by Sally Boyle, Area Sales Director.
For some people, dealing with their investments will be the last thing on their mind right now.
Yet we know some clients very much want to press ahead with their planning, and we continue to see new investment into our products. This blog is all about how you can continue to âmeetâ your clients even though you canât go and see them in person.
Full disclosure: Iâm by no means an expert on the techy side of things. Where I do know a thing or two is the art of remote working. Iâm on the road a lot, and I also manage several field-based colleagues, so weâve had a lot of practice at getting business done without being in the same place.
So I thought Iâd pass on a few ideas in case thereâs something here you find useful in the coming weeks that will help you make your digital meetings more productive.
Tip 1: Choose the right tools for the job
There are two main options here. One is video calling. The other is an old-fashioned phone call, perhaps accompanied by sharing docs over email and talking the client through them. For most clients, youâll know which option is best.
When it comes to video conferencing, you have a few options. At Octopus we use Zoom, which has a range of pricing options starting with a free basic account: zoom.us/pricing
Itâs fairly straightforward to use, and you can send a client a link so they can speak to you and see any documents youâre sharing. The client doesnât have to download any special software, they just have to click on the link and follow a couple of straightforward on-screen instructions.
There are lots of other video calling platforms out there (Google Hangouts, Skype etc.). It pays to shop around with these sorts of things because whatâs comfortable for you to use might not be for someone else. Most are either free or offer a free trial, so you can try before you buy.
The other option – phone call plus email – is worth having as a backup, in case there are any issues with the video call tech. After all, weâre seeing unprecedented use of broadband and communications servers at the moment.
Itâs definitely worth exploring video calling options. In the same way that a familiar voice on the phone can be reassuring, so too is a familiar face. For clients who are happy to do a video call, seeing and hearing you should provide a much-needed sense of normality.
But if video calling isnât an option, then thereâs still huge value in phone calls. Iâm sure Iâm teaching granny to suck eggs here!
Tip 2: Send your client a clear agenda in advance
Iâve found that a pre-agreed agenda, which everyone gets in advance, really comes into its own during a conference call, whether by video or on an old-fashioned âWhoâs that speaking? Is that you Steve?â conference call.
There are fewer non-verbal cues to know when to speak, even when you can see the person on your screen. Audio delays can also make things confusing.
So knowing whatâs coming up next can stop people feeling disorientated.
Another tip is to think about breaking up one meeting into a couple of shorter ones. Accept that at times you may not get as much done on a call as you would do face-to-face, so consider shorter, more frequent virtual meetings (even on the same day).
This can give your client time to digest information that may be less obvious when not accompanied by a face-to-face explanation. You may be thinking this will slow things down, but Iâve found that communicating remotely saves a lot on travel time, so it can actually be quicker overall.
Tip 3: Stick to normal meeting rules
As far as possible, do all the things youâd usually do in a face-to-face meeting.
That means having no distractions in the background that might take away from whatâs being said. If youâve got kids (or pets) try and make sure theyâre occupied elsewhere (easier said than done sometimes, granted). We all remember the infamous BBC news interview that was interrupted by toddlers đ.
Be on time and put your phone to one side for the duration of the meeting. Be mindful of taking turns to speak, too. Iâm sure you have excellent manners, but I mention this because video calls can have a slight lag, or freeze altogether, and itâs easy to end up talking over each other.
Tip 4: Channel your inner presenter
Finally, here are some tips on setting up and hosting your meeting that can make a real difference to its effectiveness.
Speaking:
- Talk a little slower than normal.
- Emphasise and enunciate.
- Remember to pause more often and repeat anything thatâs been missed.
Setting:
- Have a blank backdrop if possible, or something with few distractions.
- Avoid spaces with too much (or not enough) light.
- Donât have a light source (e.g. a window) behind you, as youâll be âbacklitâ and your face will appear dark.
- Position your camera so youâre visible from the chest up.
- Keep eye contact and think about your body language.
- Test how youâre going to look to others before you go live.
After a few digital meetings, youâll get a feel for whatâs working well. Itâs also worth asking for feedback on how the meeting went so you know where to make adjustments for next time.
Support from Octopus
If youâre new to remote working and could do with some tips about running your business online, our digital experts can help.
Weâre offering to call you at a time that suits to provide practical advice about remote working solutions and submitting online applications. Simply fill in your details here and weâll be in touch.
You can also keep an eye on our product update centre for information on how the coronavirus outbreak is impacting our products.
Your local Octopus BDM is also at the end of the phone as always, and will be delighted to help you in any way they can.
Weâre as incentivised as you are to keep providing great service to investors during this unprecedented situation, so do let us know if there are any other ways we could support you.