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

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In the era of remote work, connecting with clients or customers who are miles away can be challenging. When time zones, technology, and communication styles differ, it's essential to adapt your approach to foster effective collaboration. Understanding and navigating these challenges is crucial for maintaining strong business relationships and ensuring client satisfaction. To bridge the gap, you'll need strategies tailored to the virtual environment that promote understanding, responsiveness, and connection, even when face-to-face meetings are not an option.

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1 Assess Needs

Start by conducting a thorough assessment of your clients' or customers' specific needs and preferences. This means reaching out with personalized communication, perhaps through email or a direct message, to understand their preferred channels and times for interaction. By showing that you are attentive to their individual requirements, you build trust and open the door for smoother communication. Remember, every client is unique, and what works for one might not work for another, so be flexible and ready to adapt your approach accordingly.

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Magda álvarez

Consultora | Journey de transformación | Innovación continua | Adopción digital | Cultura Data-Driven | AI Practitioner | Lean 4.0
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La interacción a distancia dificulta el sondeo y la formulación de preguntas que permiten comprender por completo las necesidades del cliente. Esta dificultad limita la capacidad para identificar necesidades complejas o subyacentes, lo que hace más desafiante obtener información detallada sobre lo que realmente motiva al cliente y qué soluciones podrían satisfacer sus necesidades específicas. Es crucial que el equipo comercial enfrente estos desafíos mediante la innovación, desarrollando soluciones dirigidas a construir el pilar fundamental: la confianza con el cliente. A través de esta preparación, se podrá explorar de manera más amplia las necesidades de éstos.

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Daniel Norris

CEO and Founder at A Real Place Ltd
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Don't be remote - whenever possible engage with people face-to-face. Since the Pandemic, 98% of the population prefer real face-to-face human contact to social media. We believe there will be a significant cultural shift towards in-person experiences. 72% of Gen Z say that face-to-face is their favourite way to communicate. Future generations might be amused by us and say: "Why did we spend so much time talking through computers, when everyone knows that talking to people in real-life is so much better"!

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Meredith Messenger, M.S.

Senior Sales & Sales Operations Leader | Revenue Growth, Retention, Sales Enablement, Operations | 3x Presidents Club, 2x Impact Award | Data Geek
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Utilize customer segmentation to categorize clients based on shared characteristics or behaviors. By identifying common traits among groups, you can tailor communication strategies and offerings to better resonate with each segment's preferences and needs.

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Wiktor Nichthauser

Global Quality and Continuous Improvement Manager | EMCC Accredited Mentor (Practitioner) and Strengths Coach, I will help You to learn & develop talents (GALLUP StrengthsFinder) for better tomorrow for Yourself.
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I'm always very surprised how often people try to guess external and internal customer's needs and preferences without asking. Since long I stop to imagine, guess and predict. I simply ask, if the range of customers will be lower it's ok, at least I received answer directly. Always it's different from what I initially thought. Not usually - always.

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2 Set Expectations

Clear communication about expectations is key in any business relationship, but it's especially critical when dealing with remote clients. Make sure to establish a mutual understanding of response times, project deadlines, and meeting schedules. This can be done through a virtual kickoff meeting or a detailed email outlining the project's scope and communication plan. Setting these expectations early helps prevent misunderstandings and ensures that both parties are on the same page.

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Meredith Messenger, M.S.

Senior Sales & Sales Operations Leader | Revenue Growth, Retention, Sales Enablement, Operations | 3x Presidents Club, 2x Impact Award | Data Geek
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Provide regular progress updates to remote clients, keeping them informed about project milestones, achievements, and any potential challenges encountered.

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3 Leverage Technology

Embrace the plethora of technological tools available to enhance your remote communication. Video conferencing platforms can simulate face-to-face interactions, while project management software keeps everyone aligned on progress and deadlines. Don't shy away from experimenting with different tools until you find the ones that best fit your workflow and your clients' preferences. The right technology can make all the difference in bridging the virtual gap.

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Terrence Gargiulo
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Streamline communications. Consolidate and prioritize communications. Use email and IM (instant message), texting, blogging, threaded discussions, etc. for relationship-driven communications (i.e., staying in touch and being personal). Communications of an important nature should be cohesive and never delivered in fragmentary pieces that have to be cobbled together by the receiver. Mutually assess the communication preferences of yourself and your team members to develop a communication plan. Avoid assumptions and revisit your plan on a regularly basis especially when the nature of the work is about to change.

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Jessica Kriegel

Chief Strategy Officer @ Culture Partners, Podcast Host @ Culture Leaders, Keynote Speaker, Author
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I get personal with my clients in order to cultivate relationships. Texting is one way to break the ice. Share photos of your pets. Ask how their family is. Nurture a real relationship just like you do with friends virtually.

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4 Cultivate Empathy

Empathy goes a long way in building and maintaining relationships with remote clients or customers. Try to understand their perspective, especially when they express frustration or dissatisfaction. Acknowledging their feelings and showing genuine concern can help de-escalate tense situations and demonstrate your commitment to their satisfaction. Empathy also helps in adapting your communication style to meet their emotional and professional needs.

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Wiktor Nichthauser

Global Quality and Continuous Improvement Manager | EMCC Accredited Mentor (Practitioner) and Strengths Coach, I will help You to learn & develop talents (GALLUP StrengthsFinder) for better tomorrow for Yourself.
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Honestly I prefer to take action and help Customer resolve the case instead of showing empathy and doing nothing. Of course both are best case scenario.

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Jefferson Montoya

Especialista en gestión de proyectos | Análisis de negocio | Asignación de datos | Dise?o de procesos | IA |??
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Understanding your remote customers' unique situations and challenges is critical to establishing meaningful connections and building strong relationships.

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5 Foster Engagement

Engagement is the lifeblood of client relationships. Create opportunities for your clients to provide feedback, share ideas, and feel involved in the process. This could be through regular check-ins, shared brainstorming sessions, or simply asking for their input on decisions that affect them. When clients feel engaged, they're more likely to be cooperative and communicative, which can ease the difficulty of connecting remotely.

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6 Evaluate Progress

Finally, it's important to regularly evaluate the effectiveness of your communication strategies with remote clients or customers. Solicit their feedback and be open to making changes based on their experiences. Continuous improvement shows that you value their input and are committed to evolving alongside their needs. This not only helps in maintaining current relationships but also sets a precedent for future interactions with remote clients.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Wiktor Nichthauser

Global Quality and Continuous Improvement Manager | EMCC Accredited Mentor (Practitioner) and Strengths Coach, I will help You to learn & develop talents (GALLUP StrengthsFinder) for better tomorrow for Yourself.
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Remote is normal today. More normal as the F2F meetings, travels and our children will find remote even more normal as we do...

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Jessica Kriegel

Chief Strategy Officer @ Culture Partners, Podcast Host @ Culture Leaders, Keynote Speaker, Author
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According to a 2023 E&Y report, only 1% of the US workforce is entirely remote. So it may be challenging for some to relate virtually more than others. Find out about your client’s experience and lean in!

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

1

2

3

4

5

6

7

1 Assess Needs

2 Set Expectations

3 Leverage Technology

4 Cultivate Empathy

5 Foster Engagement

6 Evaluate Progress

7 Here’s what else to consider

Culture Change

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

1

2

3

4

5

6

7

1 Assess Needs

2 Set Expectations

3 Leverage Technology

4 Cultivate Empathy

5 Foster Engagement

6 Evaluate Progress

7 Here’s what else to consider

Culture Change

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