Remote Work Reimagined
How to Build Trust and Deliver a Great Customer Experience in the Context of Remote Work.
The shift towards remote work has become increasingly prevalent in recent years, and the COVID-19 pandemic has only accelerated this trend. While remote work offers many benefits to companies and employees/service providers alike, it can also present unique challenges when it comes to building trust and delivering a great customer experience
In a remote working environment, it can be difficult to establish the same level of rapport with clients and customers as with in-person interactions, and team members may struggle to build trust with one another. However, by taking proactive steps to foster communication, reliability, and accountability, companies and freelancers alike can overcome these challenges and create a strong foundation for success in a remote work setting. In this article, we explore some key strategies and provide tools for building trust and delivering exceptional customer experiences in a remote work environment.
Quality of Work:
Not only has remote work revolutionised the way we think about work, but it has also made it more important than ever to deliver high-quality work to our clients. It’s no longer just about completing the task, but about exceeding expectations and leaving lasting impressions. To do this, it’s essential to set clear expectations with the client from the onset. Communicate the quality of work they can expect, and strive to consistently deliver work that meets or exceeds those standards. Be sure to check in regularly with your client to ensure that the work is still meeting their needs and expectations. Being uncompromising in the quality of work you deliver allows you to build a reputation for yourself as a reliable and skilled remote worker, who consistently produces top-quality work.
Reliability:
Reliability is one of the greatest traits you can have as a freelancer and remote worker. A client knowing that they can rely on you to do what you say you’re going to do is a great way to build and maintain a healthy, long-standing working relationship. Reliability instils a level of confidence within both yourself and the client regarding your ability to deliver on a project.
Reliability also requires one to be realistic; it’s important not to set yourself up for failure. Once you have established clear outcomes, align them with clear deliverables and deadlines that align with your capacity to deliver the work at a standard that will be pleasing to the client. It is equally important to have a level of self and work awareness that allows you to leverage your strengths and to proactively identify and address any issues that may arise for either yourself, the client, or the overall project.
Communication is Key:
Powerful communication is only achievable when both parties are actively participating in the conversation. Similarly, powerful communication involves active listening. Listening is the driver of great communication. It helps us build relationships by allowing us to share our experiences and needs and helps us connect to others.
We need to prove that (physical) presence does not equal productivity and that creating an effective communication channel is important to the success of any project, especially in the context of remote work. In the place of presence, we have communication; the ways in which you communicate with your client can vary from emails to video calls and other project management tools. It is your responsibility to ensure that the tool of choice allows you to keep your finger on the pulse of the project, respond to any client inquiries in a timely manner, and keep all team members informed of any changes and updates.
Signed, Sealed & Delivered:
Project management tools are helpful to keep tabs on both the admin and the actions surrounding the project and remote work in general.
It’s important to remember that you cannot manage what you cannot measure. It is therefore extremely important to maintain a detailed project record to track changes, decisions, and deliverables. Clear processes, guidelines, and a refined scope of work will allow all parties to be both aware of what is expected of them and to be held accountable for the work they deliver. Engaging in regular updates with the client on project status, and involving them in decision-making where appropriate will enable and encourage both client and freelancer to be responsible for their end of the project
As it relates to the actions, monitoring the movements is key to ensuring that the project is in a forward motion at all times. More often than not, moving forward is a function of clarity. Though it is important to be flexible and leave room for adjustments, it is equally important to establish clear processes and guidelines for all team members to follow throughout the project. If everyone is aware of the expectation and the respective performance indicator, there is minimal room for error or delayed delivery. Most importantly, it will allow you to deliver the final product in a timely manner and to the satisfaction of the client.
Tips & Tools for Improving Customer Experience:
- Relationship Building is Important
- Effective working relationships can consequently make our days and lives easier and happier. Although remote work minimises physical interaction, you can make use of video calls and screen sharing to build rapport with the client and provide a more personal and professional touch.
- Experience flows from Expectation.
- If you are realistic in the expectations you have and set, you leave little room for strain and disappointment. Be sure to establish clear expectations with the client upfront and regularly check in to ensure that the work is meeting their needs and expectations.
- Keep the Devil in the Detail!
- Keep detailed project records to track changes, decisions, and deliverables, and share these records with the client where appropriate.
- Work Smart, & Hard
- There are various project management tools that can make almost any process significantly easier. Focus on what you are good at and allow the systems to do the rest (keep track of tasks, deadlines, progress, etc).
- Remember: Teamwork Makes the Dream Work
- All projects are collaborative efforts. So remember to provide regular updates to the client on project status, and involve them in decision-making as appropriate.
Building trust in the context of remote work is achieved one experience at a time and requires a deliberate and intentional effort from all parties involved. By embracing the principles of trust, reliability, and customer-centricity, organisations and freelancers/service providers can succeed in the remote work landscape and deliver exceptional customer experiences that drive long-term success.
Post written by Khanyisile Mngomezulu
