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How can you build trust with clients using video conferencing?

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Video conferencing is a vital tool for digital strategists who need to communicate with their clients effectively and efficiently. However, it can also pose some challenges for building trust and rapport, especially if you are new to working remotely or with a different culture. How can you overcome these obstacles and make a positive impression on your clients using video conferencing? Here are some tips to help you.

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Andrew Curthoys

Digital Enablement Advisor | Chair Australasian BIM Advisory Board | Project Chair SBEnrc - Transforming lifecycle…
David Yacob

1 Prepare well

Before you hop on a video call with your client, make sure you have done your homework. Research their background, goals, challenges, and expectations. Have a clear agenda and objectives for the meeting. Test your equipment, software, and internet connection. Dress professionally and choose a quiet, well-lit, and tidy space. By preparing well, you will show your client that you respect their time and value their business.

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Andrew Curthoys

Digital Enablement Advisor | Chair Australasian BIM Advisory Board | Project Chair SBEnrc - Transforming lifecycle carbon accounting using AI | WiB Mentor | Governance | Strategic Policy | GAICD, MBA, B. Urb, Reg. Plan
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I agree with this advice. Whether in person or virtually think of the impact and how you would appreciate a professional approach that someone provides to you.

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2 Be attentive

During the video call, pay attention to your client's verbal and non-verbal cues. Listen actively and ask relevant questions. Avoid distractions and multitasking. Maintain eye contact and smile. Use positive body language and gestures. Nod, lean in, and mirror your client's expressions. By being attentive, you will show your client that you are interested and engaged in the conversation.

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David Yacob
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In my experience, video calls are essential regardless of the post-COVID reality. Prepare well, know what you're going to talk about from all angles and always keep your body language positive whether you're speaking or listening, and needless to say keep your camera on at all times, and the mic on only when you're speaking. When speaking, keep your eyes stuck to your camera, it shows you looking at the person/people on the other side and looks better than looking at your screen (to them, appears like you're looking down).

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3 Be clear

When you speak, use simple, concise, and jargon-free language. Explain your ideas, strategies, and recommendations clearly and logically. Use visuals, examples, and stories to illustrate your points. Avoid interruptions, filler words, and long pauses. Repeat or summarize key messages and action steps. Ask for feedback and confirmation. By being clear, you will show your client that you are confident and competent in your field.

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4 Be empathetic

Video conferencing can sometimes feel impersonal and cold. To build trust and rapport with your client, you need to show empathy and warmth. Express your appreciation and gratitude for their collaboration. Acknowledge their challenges and concerns. Offer support and solutions. Share some personal details or anecdotes. Use humor and compliments appropriately. By being empathetic, you will show your client that you care about them and their success.

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5 Be consistent

Trust is not built in one video call. It takes time and effort to establish and maintain a strong relationship with your client. To do so, you need to be consistent in your communication and performance. Follow up promptly and regularly. Deliver on your promises and expectations. Update your client on the progress and results of your work. Seek feedback and improvement. By being consistent, you will show your client that you are reliable and trustworthy.

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6 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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How can you build trust with clients using video conferencing?

1

2

3

4

5

6

1 Prepare well

2 Be attentive

3 Be clear

4 Be empathetic

5 Be consistent

6 Here’s what else to consider

Digital Strategy

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How can you build trust with clients using video conferencing?

1

2

3

4

5

6

1 Prepare well

2 Be attentive

3 Be clear

4 Be empathetic

5 Be consistent

6 Here’s what else to consider

Digital Strategy

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