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Category: Digital · 4 min read

7 Tips for Winning Video Calls with Clients

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on April 16, 2020

author profile photo

on April 16, 2020

man smiling on a video call

The ever-changing COVID-19 pandemic has caused many people to change the way they’re living and working. Now, more than ever, people are finding ways to connect without leaving their homes.  

One of the main ways people are staying connected is through video calls, using programs like Zoom, FaceTime, Skype, Google Hangouts, and Microsoft Teams. This is the new normal for now, and it may become a standard way to work moving forward. And for some of you, using video calls to talk with your prospects and clients might be new territory. It may seem strange and intimidating, but don’t give up yet.  

Instead, try to view it with a new mindset. Be thankful that we have the technology to still talk to people while everyone stays home. Make the most of the situation by embracing video calls. Dedicate your energy to understanding how it works. To help you navigate the world of video calls, here are some tips to help you have effective and engaging virtual meetings with your prospects and clients.  

 

1. Join Early 

Don’t be late for your own meeting. Show that you’re well-prepared and put together by already being on the video call when your prospect or client joins. That’ll probably mean getting on the call five minutes early. Set a reminder on your phone or computer if you need it.  

 

2. Choose Your Frame Wisely 

Before you start the video call, take a look around you. What’s behind you? In front of you? Take a look at what your prospect or client will see when they talk to you. Does the backdrop behind you look professional? It should. Some tips on what not to have in your backdrop: headboard, inappropriate wall décor, messes. Make sure you can see your entire face and head, and you should be able to see your hands and shoulders, too. Lastly, make sure your area is well-lit. Turn the lights on, and sit by some natural light, if possible. Having a light on above you or behind the camera is a good way to add some light. Your frame is an important feature of every video call, so choose it wisely.  

 

3. Speak Clearly  

Since you’re communicating over the internet, sometimes on video calls it can be harder than normal to hear each other. So, speak up and speak clearly. Enunciate well and make sure that your prospect or client can hear you, and vice versa. You don’t want to run into any complications in the middle of the meeting, so it’s best to get this out of the way at the start.  

 

4. Wait Until They’re Finished Talking 

This is where some specific video etiquette comes into play. If you cut someone off while they’re still talking, sometimes there’s a second of lag and silence, and you won’t hear the last part of what they said, and they won’t hear the start of what you said. It can be awkward. It’s best to avoid this if you can by letting them finish talking before you respond. Don’t interrupt them, even though it might be tempting. In fact, it may be best to mute yourself while they talk. That way, any unintentional noises won’t disrupt the call, and that extra second of unmuting yourself can ensure that your prospect or client is finished talking.  

 

5. Use Active Listening 

Listening intently isn’t as easy as it sounds. Our brains tend to drift and tune out. Sometimes you may even start thinking about how you’re going to respond to what the prospect or client is saying. Make yourself pay attention to what is being said, and stay in the moment. After the prospect or client is finished talking, repeat back a summary of what you heard to make sure you understood correctly, and verify that you heard it right. Once you’ve done that, it’s time to ask them a follow-up question about what they said. Is there more information you need from them? Let them know. But make sure you’re actively and intently listening.  

 

6. Be Warm and Kind 

This one is underrated. Warmth and kindness on a video call can go a long way. Since you’re not meeting in person, there’s a digital barrier. You can break it down by keeping the mood light, smiling, and even cracking a joke or two. The key is to empathize with them and be understanding. Also, try to keep your camera at eye-level and directly in front of you, so it looks like you’re making eye contact through the screen. If you do that, it’ll help your prospect or client let down their guard a little bit, and allow for a smoother digital conversation.  

Warmth and kindness on a video call can go a long way.

7. Give Clear Action Items 

How you end your video call is also important. Like a normal prospect or client meeting, make sure you’ve communicated the next steps in the process. The goal is for the prospect or client to leave with clear action items. Don’t leave it up in the air. End the call reiterating what the next step is, and thank them for their time and talk. If you finish it on a positive and direct note, you’re in great shape. 

Like a normal prospect or client meeting, make sure you’ve communicated the next steps in the process.

Get comfortable with video calls, because they may be necessary for a while. If you need to, do some practice runs to get a feel for how it works. Make several calls to your family and friends until you’re comfortable. Practice muting and unmuting, practice sharing your screen and returning to the video conversation, and get familiar with your video software’s controls. When you get to a level where you’re confident with how to do it, your prospects and clients will be able to tell, and it’ll result in smoother and more efficient video calls.  

#20-0314-040721 

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Written By

Mark Williams

President and CEO

Mark Williams is the President/CEO of Brokers International. Over his more than 25 years of financial services experience, Mark has been both a producing independent agent in the field and a home office leader consulting to agencies and field marketing organizations. Currently, Mark is focused on the future of the insurance industry, from the disruptions of InsurTech and robo-advisors to the changing demographics and needs of customers. He also is an avid mentor, helping financial professionals navigate the industry.

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