The phone alone does not replace a normal customer visit. Conversations via video call are therefore becoming increasingly important. Here are a few things you should pay attention to if you want to “see” your customers in the near future. 

Corona-related restrictions are difficult for everyone – also economically.  But at least we have many technical options such as video platforms for meetings. In my experience, a conversation works better if you see each other. Nevertheless, many people lack practice in using online tools. Since I have been working online for a long time, I would like to share some experiences with you. 

Orderly environment

With the video tool you invite your customer into your home.  Make sure that they are not distracted. A calm and orderly background is best. If necessary, create a meeting setting. It doesn’t matter how it looks on the right and left of it. If you want to share your screen to show something, make sure it’s tidy too. It’s best to close all applications that you don’t need right now. Also check your screen background photo. Is it okay for clients?

Light situation

I have often met with customers online, who sat in front of a window.  This is the worst possible solution, because you only see a dark silhouette. If you have a window nearby, please sit with your face to it. This usually gives the best light. Exception: The sun shines directly on you. In the first place, you won’t see anything yourself. Also the light will be way to strong that way. If you can’t sit in daylight, one or two desk lamps that shine directly at you will help. Attention: LED lights can flicker. Please try before!

Practice with the technology

You can use the video platforms even without participants to test the setting, camera, light and sound and get accustomed to the interface.  For example, see how to share your screen, end the meeting, and adjust your video and audio settings. Take time to try it out. Of course, it’s even better to test it with a colleague. You can also practice looking into the camera with him or her. I always move the picture of the person I’m talking to as high as possible underneath my camera lens. For my counterpart it seems as if I have direct eye contact.

Prepare

Such an online meeting always takes place by prior appointment, so that both have enough time. The person you are talking to also needs the opportunity to get ready (and maybe comb their hair). Prepare in the same way as for any other appointment. Think about what documents you need, what you want to send to the other person (as a pdf), and what you want to show directly online. The quality of online meetings must be equal to that of a live meeting. 

No perfection

And now I – intentionally – put everything I have just said into perspective again. We live in times of improvisation and creative solutions. Even TV journalists report from their living rooms these days. Of course, you should think about how you present yourself. But please don’t get crazy about it. When your dog or a child walks through the picture, it contributes to the atmosphere of the conversation rather than doing harm. It’s the same with all other imperfections. They make you more likeable. If you basically show that you make an effort and take the conversation seriously, everything will be fine. 

Some more words about technique: 

In general, it’s a problem that many companies don’t yet offer video solutions for all employees.   But a lot will certainly be happening in the next few weeks. The next problem will be the question of which software to use. For many solutions, it is necessary to install a patch (mini-program) on the computer of the interlocutor so both parties can communicate. This too is often a problem on company computers. Both topics have to be discussed with your IT department. 

However, if you are able and want to use a private device, it will be easier.Here’s what I do: I like to use Zoom.us myself. It’s free for one-to-one calls and has a higher quality than Skype.   You can simply invite the person you want to talk to and they can join your meeting using their browser. If I want to talk to a customer who can’t or won’t use Zoom, I ask for an invitation for their system. Most of the time a solution can be found if both of them want it.