Use the right online protocols
Jasper van Enk: “Up till now, we’ve had no problems holding online training courses, workshops and implementation days. The only challenge I’ve experienced so far is when customers have differences of opinion. These often lead to heated discussions that are difficult to control remotely. So remote sessions are often much more intensive because you need to work hard to effectively use the limited ‘sensors’ at your disposal.” Martijn Reinking adds: “Some customers choose not to switch on their cameras, so there’s no physical feedback such as facial expressions and body language. As a result, you have to ask people more often whether they understand what you said and whether they have any questions.”
“The absolute advantage is that, because we can’t chat with each other at the water cooler or the coffee machine, we need to make clearer and more explicit arrangements with each other. Good online protocols – asking questions with the chat function, getting people to speak one at a time, good moderation – allow you to work much more efficiently,” says Rob Heskes.
“The fact that I don’t have to spend time travelling to work and can switch more easily between customers has increased my productivity,” says Martijn. “I also notice that I’m much more flexible in the way I organize my day. Whereas you can often only visit 1 customer per day and so have to make a full day of it, now it’s much easier to schedule individual half-days or even hours with customers on the other side of the country and even the world.