Changing the way sales professionals Think, Behave & Communicate | International Speaker | Trainer | Author
I spoke at an SKO yesterday - in-person - and one of the countless interesting discussions that emerged was whether or not it was OK to ask prospects and customers who don't have their video on during a virtual meeting, to turn it on. My response was a RESOUNDING yes! First, I think we should be entering EVERY meeting with our video camera turned on. That alone often encourages the people we are meeting with to turn theirs on. Second, if they don't have their cameras turned on, what do we almost HAVE to assume? That they're multi-tasking and at best only paying partial attention to what's being said. At worst, not paying attention in the least. The question is then, HOW do we ask them to turn their cameras on without coming across rude or pushy, etc? Here's my technique... "Hey folks! Thanks so much for joining the call today. As you can see, I'll be on video the entire time. I'd like to invite you to join me on video, if that's at all possible. I respect everyone's privacy, of course, and can appreciate that sometimes it's just not possible. But if you can, I think it makes for a more effective and productive conversation for everyone." And then I leave it alone. I've said what I have to say. The choice is now theirs. But they know where I stand on the matter and would prefer them to be on video. What's your opinion? Is it ok to ask them to or "invite" them to turn on their cameras? If so, have you found any technique that works particularly well for you? I invite you to share below. #thesixhabitsofhese #techsalesadvice
I get it but risky; tread carefully
If someone accepts a video invite it is ok to ask them to turn on their video...otherwise, we would have had a phone call. I feel strongly that we should be camera-on whenever possible for the following reasons: 1. Human interaction is important in business, and we can have human interaction on video. 2. When cameras are on, participants can better observe body language and other expressions...it is important to be able to read the room. 3. It is a way to virtually connect with each other as well as make a memorable impression. 4. If others have their cameras on and you don't, you become invisible and often won't be remembered as having been in the meeting.
Similar to you, I try to make a BIT, of a joke about what's behind me. Or I show them the "messy" corner of my room, "you'll notice my camera is carefully placed because *turns camera* over there is a bit messy. If you put yours on too I can't judge. Also helps me see when you have questions or anything like that too" And then I move on, often they turn it on too, and we have a little back and forth about my office or the keyboard behind me, then we start! Totally okay to ask though I think.
I think this is spot on Chris. I’ve often wrestled with this during “important” discussions. I loved your answer to how do I respectfully ask them to be engaged with me? Practical and non-threatening. I would add- it’s tough being on-camera, all-day. I don’t know if I’m in the majority, but the calendar, now more than ever, is filled with back-to-back meetings. It’s nice to have just a small break, but that’s more of a calendar management discussion. Thanks!!
I agree with this. We turn on video for every customer facing interaction. But be careful not to use video as a proxy for engagement. Its very easy to be multitasking on the other side of the screen regardless of whether video is on. Real engagement is measured through dialogue.
That is a great way of asking! For those that don't feel comfortable going this far and saying something, I have found that even when the AE/SE combo both have them on right from the beginning and keep them on you are going to have more success than waiting for the prospect to take the first step. It also blew my mind how different this can be between markets. When I sold to sales and marketing folks cameras were always on, now that I sell to IT folks it's the total opposite.
93% of communication is non-verbal. When you or the presenter do not have their video on you’re getting the “diet” version.
Love this post! I taken a different route. If someone doesn't have their camera on I put on a confused face and say, "I can hear you but I can't see you". 90% of the time they put on the camera without further discussion. If the camera isn't on, it's like trying to sell over the phone.
We have a company policy that all cameras are always on for internal meetings, which sets the tone for external ones. Camera off is bad. Anecdotally the engagement is an order of magnitude lower.
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