Getting the Most out of Virtual Client Meetings

Getting engagement and building customer relationships require effort in the best of times. Doing so remotely during rolling pandemic lockdowns, is even more of a challenge. Every week, someone asks me for tips on conducting successful sales meetings virtually. So here goes – let’s start with the problem…

Why it’s harder to maintain focus in Virtual Meetings
After a year of remote working, many people are “Teamed Out”, or suffering from chronic “Zoom fatigue” – energy levels can be low (for you as salesperson, and the client). Maintaining eye contact over the duration is tough, but vital for the host. When it’s your meeting, you can’t afford to zone out. Simply put, its harder work to host a meeting virtually than in person.

Virtual meeting engagement levels are inversely related to participant numbers – i.e. the more people in the virtual meeting, the less engaged they’ll be. You’ll have experienced this yourself. I guarantee each of us, has at some point succumbed to compulsive multi-tasking, e.g. “sneaky” text messaging or emails. They distract people in the meeting – we all know you’re doing it. Turning off your camera just means we imagine you’re doing it rather than catch you at it.

WHAT TO DO – Tips to Engage Clients

For a strong opening, use immediate interaction.
Centre your discussion around the buyer.
Tell frequent, brief, relevant stories.
Build-in structured engagement as appropriate, e.g. polls, whiteboarding.
Screen sharing is great – be careful to avoid Death by PowerPoint (stop screen share during discussions).
You can’t see the participants’ screen size, so keep text to a minimum and use visuals as much as possible.
Speak on a topic for no more than 3 minutes – make sure to check for understanding, questions and discussion at least every 5 minutes or so.
Call people by name – ask them direct questions, e.g. “John, I’m keen to understand how this could impact your team”.

During the Meeting

Focus on the camera

Maintain a strong voice

Frame yourself wisely

Be present and mindful – “you’re at work – not at home”

Have a clear outcome and follow-up in mind. Close with WHAT HAPPENS NEXT…. don’t leave the next step loose. “Let’s keep in touch” is not a clear, successful outcome – be specific.

After the Meeting – Follow-Up

HOW TO DO IT – Virtual Sales Call Guidelines
The critical points for video meetings are exactly the same as for in-person sessions. The medium is different, so adapting your presentation style is key.

What’s the objective – for you, and for participants?
What’s the quality of your relationship? (From well established and relaxed, to starting from scratch.)
Bear in mind, the more people attending the meeting, the less opportunity for traditional feedback.
Timing: Keep meetings short. If you’ve a lot to get through, break content into sections, with a break in between. Schedule meetings on the quarter hour, i.e. at XX:15 or XX:45 rather than on the hour or half hour. Aim for earlier in the day when possible.
You’re on camera – so dress for work. Tidy the area that will be seen. For a professional look, consider getting a graphic designer to create a virtual background that discretely contains your logo.
Hardware – use a good quality headset – your sound quality must be really good.
It’s an advantage to have a second monitor when presenting – this lets you view the chat box and participant gallery as well as your shared screen.
Practice platform features that are new to you in advance of the meeting, e.g. screen sharing, whiteboard, breakout rooms, polls etc.
Set invitees microphone default to Mute, and keep all cameras on if possible.
Consider a welcome slide so you can allow access to the meeting well in advance, (e.g. 15 min), and people will know they’re in the right meeting, without you having to be actively participating yourself.

Virtual Housekeeping – Before the meeting

Run an instant meeting with yourself in advance EACH TIME. Check that your set up looks good and all the technology works. Test your mic and headphones.

Lighting. Try to sit facing the window, rather than have daylight shining to one side or behind you. For best results, close the blind and turn on the light.

Set your camera to eye level (use a stand or pile of books if necessary). Mark the camera with a brightly coloured sticky note to show you where to make eye contact.

Panel Set Up – when bringing in colleagues/panel speakers – connect in advance to be sure the technology works and that they are comfortable, e.g. if they’re looking down into the camera, suggest they prop their screen up. Check they know how to screen share, etc.

Tips for Virtual Meetings

Have water at the ready to keep you hydrated.
Start on time and keep to the timetable.
Stand during the meeting. You’ll feel and appear more alert and energetic.
Explain that if participants lose connection, they can click the link again to get back in
When playing a video from your screen, share your computer sound as well as your screen.
If a colleague/panelist is participating, make them co-host. This means the meeting remains live, even if your internet connection goes down. It allows them to present and share screen.
The chat box is useful for sharing documents. Even if you’ve sent docs out in advance, assume some people won’t have them (either didn’t read the email properly, or forgot to print them in advance.) Sometimes, it can be tricky to get your file(s) to upload, and novice users aren’t always adept at downloading from the chatbox, so as a backup, have an email ready to send with the file attached.

Tips to Engage Clients

For a strong opening, use immediate interaction.
Centre your discussion around the buyer.
Tell frequent, brief, relevant stories.
Build-in structured engagement as appropriate, e.g. polls, whiteboarding.
Screen sharing is great – be careful to avoid Death by PowerPoint (stop screen share during discussions).
You can’t see the participants’ screen size, so keep text to a minimum and use visuals as much as possible.
Speak on a topic for no more than 3 minutes – make sure to check for understanding, questions and discussion at least every 5 minutes or so.
Call people by name – ask them direct questions, e.g. “John, I’m keen to understand how this could impact your team”.