What do you do if your remote clients are difficult to connect with?

Understanding your clients' communication preferences is essential for effective engagement. Whether they prefer emails for record-keeping or instant messaging for immediacy, adapting to their needs fosters stronger connections. Utilizing technology enhances reach, enabling meaningful interactions and valuable insights across diverse locations.

1 Set up a call 2 Set Expectations 3 Execute Projects Deploy 4Re Assess 15 Days 30 Days to meet Expectations. Debrief after project is complete.

Communication is key! I never tire of saying it. A good relationship is built on trust and clear communication. People want to deal with people, not automated messages, or machines. In order to build a good relationship with that remote customer, you need to connect with them (as humans), ensure they feel heard and valued. Establish what their needs are, and ensure you cater to them as best you can in the most humanly possible way, and show an interest in them! They are people after all, not numbers on a spreadsheet. We can embrace modern technology to make these connections possible; videocalls, online tools, personalised emails, and just straight forward courteous, friendly communication.

When dealing with remote clients who are difficult to connect with, it's important to approach the situation with patience, flexibility, and effective communication strategies. Here are some steps you can take: 1. Try to find root cause of problem 2. Reach Out via Different Channels 3. Be Flexible with Timing 4. Provide Clear Communication and set expectations 5. Persistently Follow Up 6. Offer Assistance 7. Build Rapport and Trust 8. Seek Feedback from the Client 9. Utilize Collaboration Tools such as Jira, Asana, Trello etc.

In my experience, any awkwardness with remote clients stems from one of two things: assuming how they prefer to communicate; or, treating the client relationship as a business transaction instead of a collaboration between two human beings. It pays dividends to ask your clients directly how they like to communicate (phone vs. video calls, email, chat) and default to whatever makes the client comfortable. Also, you can express interest in the client's life outside of their role (if they feel comfortable sharing) to make the business meeting a relationship-building exercise instead.

Our remote client onboarding process includes outlining up front communication expectations. We ask all clients to commit a meeting/communication pulse and book it in recurring from the start of the job. This means that there is always a chance to speak with them in the diary and coming up. We confirm what their preferred methods of communication are upfront, and adapt to suit them. Most important is setting the expectation of frequency and how you wish them to communicate!

Establish up front service level agreements for you and your team's availability and ask for a commitment from client to ensure you're able to meet expectations for deliverables and timelines. You'll need to be flexible because things do come up, but you can set boundaries to mitigate the risk of last minute cancellations and no-shows for meetings. For example, some providers charge a flat fee or percentage of the service cost for a no-show or offer a limited number of rescheduled meetings. It's important, if you plan to take these steps, that this is written into your SOW, SLA or contract and called out to clients in a way that doesn't alienate them but does ensure they're away of these implications.

Setting expectations for communication and availability is super important to avoid confusion. When you agree on how quickly you'll reply and when you'll be around to chat, it makes working together smoother.

It is very important to set expectations this is one Most companies tent to forget. And always try to over deliver instead of coming back that it is a extra cost

When we onboard new clients, we always follow a process including communication guidelines. All our clients are remote and so is our team, so we prioritize that these guidelines are received, sent and marked as read before we start doing the work. So if you add this to your Client onboarding process and have it signed off before you start you can always go back to the ''guidelines'' when things aren't running smoothly. This can mean that you need to make some adjustments from time to time. From my experience having worked with distributed teams and clients for 10+ years, flexibility & open communication are key.

Employ a range of communication tools and technologies to enhance connectivity. Video conferencing, screen-sharing, project management platforms, and instant messaging can effectively mitigate geographical barriers and foster a cohesive collaboration environment.

I completely agree to the need to leverage on Technological tools for free and productive communication with your clients . Mailing, texting, voice-note-calls and even video-calls are essential technological tools for forecasting communication with your virtual clients and build more credibility as an individual, team or a network for contributing greatly to your experience.

While I agree video conferencing is great there are other ways to package up client updates that allow you to have an asynchronous video experience. You can record product demos, website updates, presentations, and other things using softwares like Loom and shoot over a video update that’s sure to delight your client while remaining flexible given how difficult it is to connect with them.

Of course its important to use the right tools, but its also very important to not make a specific tool a mandate for the client just because its convenient to you. Sometimes if the client is not comfortable, the tool can change but the essence of collaboration should not be lost in the midst of technology. Ive seen many meetings and discussions where 50% of the time is just discussed about tech issues related to the meeting.

Using technology can help you connect better with clients who are far away. There are tools like project management software or websites where you can work together on projects. These tools let you share updates, see how things are going, and keep everyone informed.

I believe if you build rapport, lot of the other things fall into place. Its often hard to do but if we really engage, building rapport will ultimately build a relationship. High value (low volume) customers will require time, while you'll have to leverage technology to build rapport with a larger (high volume) group of customers.

Fostering rapport with remote clients goes beyond project updates. Share work culture insights, celebrate milestones, or engage in non-work conversations. Humanizing the virtual experience cultivates camaraderie and boosts client engagement.

If you only contact your client about project updates, you're unlikely to build a long-lasting connection with them, especially since remote connections are generally more difficult to build than in-person ones. Hence, don't be afraid to share more of your professional (and sometimes personal) life with your clients - it makes you appear more human, well-rounded, and empathetic.

Building rapport with clients who are remote means more than just sharing project updates; it's about making a connection that goes beyond the distance between us. We can do this by giving insights into our work culture, celebrating achievements together

Establecer una relación con los clientes remotos implica mucho más que simplemente proporcionar actualizaciones del proyecto; se trata de construir una conexión que vaya más allá de la distancia física. Comparta detalles sobre su cultura laboral, celebre hitos juntos y participe ocasionalmente en conversaciones informales sobre temas no relacionados con el trabajo. Estos gestos pueden humanizar la experiencia virtual y fomentar un sentido de camaradería, lo que hace que sus clientes se sientan más comprometidos y receptivos.

Reaching people through emailing is becoming more complex. So it could be interesting to use a three step approach if you do not get any answers to your emails. First week: you can send news emails bringing added value to your target. Second week : use text messages, short but impactful, in the early morning to see if your target got the message. If not, phone call at the right time in order not to disturb your target.

Hybrid or remote relationships are always a challenge. Expectations should be set clear. Make sure the relation is as personal as possible. Therefore video is important. If people have a personal relationship, they are more responsive and with trust which refers in a higher chance of project conversion.

You can send a friendly email reminding them about your previous message or check in to see if they need any help. It's important to remember that they might be busy or dealing with other things, so being patient is really important.

This is one that a lot of companies forget to follow up after they are ready or in the middle of the project. Making sure you talk to people and inform them about the status.

Yes that's righta gentle reminder can help them to check back in case they have missed out. " Soft reminder" its a subtle way of reminding them.

Invite them to summits, conferences, meets or events and highlight "What's in for them" along with names of their competitors joining the event (you can strategies around it)

In my perspective, flexibility is the most important point. While a company may have set rules, fostering open discussions about all possibilities is crucial, considering the diversity across countries and individuals. Adapting strategies stands as the primary means to effectively reach our targets.

Eu pergunto para o cliente qual o melhor caminho com ele, e me adapto. Costumo dizer que quase todas respostas podem ser encontradas diretamente com os clientes, é só se comunicar.

Realizing that our standard project update format was not engaging for another client, we adapted by creating more visual and concise updates

One thing I found helpful is finding something in common outside of work, whether it’s a television show, shared hobby, or recommendation of a new recipe - finding common ground in a persons 5 to 9 life will allow for rapport and stronger communication while working together in their 9 to 5 life.

Buy a plane ticket, go see them. Shadow, absorb culture, listen, go eat together, do something adventurous, golf... connect authentically! Once or twice per year can go a long way

I would use Google meet and different online platforms so that I can give as much information as I want to to our remote clients

provide examples or personal experiences of successfully addressing communication challenges with remote clients, and discuss the strategies that were implemented to achieve positive outcomes. It's important to recognize and respect different cultures when working with clients from diverse backgrounds. This helps with communication and building trust, leading to better outcomes in the professional relationship. Being aware of cultural differences allows professionals to adapt their approach to meet each client's needs. This cultural understanding is key to creating a welcoming environment where all clients feel important and understood.