Working remotely hints and tips
We understand the way you deliver your services to clients might not be the same going forward.
Whether it’s carrying out remote reviews or recommending new products, we’ve created some best practice hints and tips, based on our experience of remote working, to help you get the most out of your time with your clients.
Preparing your clients for working remotely
Identify how your clients would like to meet with you going forward and create a tailored communication plan to suit their needs. For example, clients who want to meet with you remotely, clients who’d prefer to meet you face-to-face and clients who want a combination of both.
Consider how IT savvy your clients are and how effectively you could upskill those who aren’t. There’s lots of video conferencing software which is very simple for a client to set up on their PC or tablet, often just by clicking on a link.
- Make sure your client’s comfortable with your video conference software by testing it with them ahead of the meeting.
- Have clear contingency plans if the technology doesn’t work or if anyone has connection issues.
- Keep your processes as similar to when you’re working with clients in the office. So if you issue a reminder the day before with a call or email, then continue to do this. This will reassure your client and they’ll know what to expect from the meeting.
- Send reminders before the meeting, including an agenda, so your client can be prepared. This can include the purpose of the meeting, the topics to be covered, if there’s anything the client would like to be added to the agenda and how long the meeting will last.
- Immediately before the call, ensure you have any documents etc that you want to share with the client uploaded and sitting as an item in the tray at the bottom of the screen.
- If any clients are unfamiliar with the video conferencing software you’re using, consider building five minutes into the beginning of the call to ensure they're comfortable with most of the functionality they're likely to need. Run through things like:
- web chat - it's a great way to get a quick message to the other person if the audio drops out,
- how to mute and unmute yourself and how to identify if you're on mute.
- how to change the volume
- How to turn the webcam of and on, if relevant.
- how to maximize the screen -this is particularly relevant if you're going to share your screen.
- Explain at the outset what will happen if the technology fails. Having the telephone option as a back-up is really important, so make sure your client has their mobile to hand.
- Have an email ready, so you can quickly send your client any additional material during the meeting.
- Discuss any electronic forms you’re looking to complete during the meeting. You can fill these out during the meeting and send them to your client to sign after the meeting.
- Make sure to keep sharing your screen to a minimum, your client might miss what you’re trying to tell them by reading what’s on the screen.
- Stop regularly to ask your client questions. This can help you test the connection or sound quality and allow your client to ask any questions they might have
- Get feedback from your client on the meeting and use this to improve your remote meetings going forward.
- Arrange any follow-up meetings and confirm if your client wants to continue with remote meetings going forward.
- To help you stick to your time, you might want to use video conference software that reminds you when you’re reaching the end of the meeting.
- Issue any follow-up communications you’d normally send your client. This is a good opportunity to ask for feedback on the remote meeting experience.
- You can use your follow-up communications to remind clients who prefer to come into your office that you also offer remote meetings and can adapt your approach to suit their needs.
How we can help
Business Support Unit
Our dedicated Business Support Unit have in-depth knowledge of the industry’s leading best advice systems. They can also help you submit applications online and share their experiences with using video conferencing software.
Submitting online applications
We’ve made it easier for you to submit applications online. You can use our personal pension online form to upload and securely submit personal pension application forms, when it's not possible to get a wet signature from your client.
New business tracker
Our new business tracker means you can see everything that we see - and because it's updated in real time, you'll always have access to the very latest information about your new business pipeline, 24/7.
Our specialist tools help you deliver cost effective services and cut through the complexities of compliance.
Our online service has a range of useful features. In a few simple steps, you can create illustrations and manage investments allowing you to focus on activities that add value to your business.