Tips for Getting Customers to Turn On their Cameras....and Keep Them On

Jan 13, 2023

It's been two years since we pivoted to virtual briefings. Are customers getting more comfortable leaving their cameras on throughout the briefing? Here are some tips to help you diplomatically encourage customers to turn their cameras on in briefings.
  • First and foremost, every participant on your company team must have their cameras on! We can’t expect the customer to do something we aren’t prepared to do as well.
  • Give the customer a reason to use their cameras. When you introduce your request to be on camera at the beginning of the briefing explain why. “This is an opportunity for us to get to know one another better.” “Today is about sharing information but also about getting to know each other as potential partners.”
  • Use engagement techniques that rely on the camera image. “By a show of hands on camera, would you like 5 minutes or 10 minutes for our break?” “Give me a thumbs up if you’ve seen this information before.”
  • About a minute before the end of each break, invite everyone to turn their cameras back on to let you know when they have returned from break. This not only gets everyone to turn their cameras on, but you can easily see who has returned from break and who hasn’t. “Looks like we have about half the group back. Shall we wait for the rest or get going?” With this question, you’ll be amazed at how people will start returning from their break on time! ;-)
  • If a customer has turned their camera off and they are someone who should be interested in the current topic under discussion, either because of their title/role or a comment they made earlier in the session, you might private chat with them. “Mr. Smith, I know this topic was important to you and I want to check in to see if the information we’re sharing is hitting the mark?” They may surprise you and turn their camera back on.
When everybody is on camera virtual (and hybrid!) briefings can achieve their remarkable potential.