Like many of you I am finding myself meeting people on virtual video conference platforms. It’s been an essential learning curve as it has become the go-to for meetings.
In many cases, this is the first meeting to introduce ourselves, products and services. And it could be a first time for staff via this medium to interact with customers, partners, prospects, educational or community representatives.
As a result, organizations are outlining suggested behaviors and etiquette. This could include, for example, making eye contact, dressing appropriately, not eating, being aware of surroundings and background, and controlling for noise.
You and your staff’s image to the customer provides a perception of who you are, rightly or wrongly.
The impression given to the customer is an opportunity to gain their confidence and trust. They want to feel that they are making an informed decision by entering a relationship with you. Presenting a professional image, and a more self-assured staff, contributes to projecting confidence that is picked by the customer.
Guidelines to help gain trust and credibility:
- Know who you are. Demonstrate product and service knowledge, value and benefits.
- Accurately and honestly respond to customer questions. If you don’t know, get an answer. Give a time that you will contact them with the information.
- Listen and focus on what customers are saying to clarify their needs.
- Respect their reservations for moving forward with you. This may be the chance to understand their concerns and create solutions with their input.
- Ask if you can follow-up with a suggested timeframe. But don’t forget them.
- Don’t burn a bridge. You may hear from them again. Recommendations can come from where you least expect it.
- Thank them for their time and interest.