Connecting During a Crisis: 5 Things To Do Right Now
During this new era of mostly virtual communication and meetings, how do we continue to connect and build trust with our clients, co-workers and peers?
Of all the ways AEC marketing has been impacted throughout the COVID-19 pandemic, business development may have taken the hardest hit. Even now, with social distancing measures being relaxed, the way we do business development will continue to be in flux, as events (where the best networking would be done) are still being relegated to virtual platforms and trying to establish new connections feels awkward and potentially insensitive or tone-deaf. That leaves those responsible for business development asking: how can we be successful at what we do best?
To get some answers, I took to the streets (aka sent emails from the comfort and safety of my home office) to ask AEC business developers what they are doing in these times to stay connected as well as support their staff when it comes to client management. Many responses shared similar themes and came down to five general points.
1. Take care of your current clients.
For many AEC firms, approximately 80% of business comes from 20% of clients. Take extra care of that 20% all the time, now more than ever. When on a call, start by asking how the client is doing. Ask questions about what they are dealing with and what they are seeing in the industry.
“Many of my clients are very busy working with their tenants and figuring out how to help them adjust to the new normal. They are working more than before, so I must also be respectful of their time. I think even a simple email or text asking how they are doing (and not asking about a project) makes all the difference! If they respond by saying they miss people, then I invite them to a Zoom call with others to catch up and vent with their peers (and me, of course).”
– Christy Rhone, Director of Business Development & Marketing at Cram Roofing
2. Make phone calls.
Not everyone wants to be on a video chat, but also, don’t just rely on passive communication, such as email or text. Reach out and connect through an actual conversation. Prepare for the conversation before you call. Ask questions that provide an opportunity to share what’s been working and what’s been challenging. Being a good listener is how we build trust, but be ready to share how things are going for you as well.
“To stay connected, I am making more phone calls now than I have in many years. I had become reliant on emails and texts and now I use phone calls to stay connected. And folks are taking the calls. I think we all want to remain connected and, at least, we can better do so by having conversations.”
– Chris Carruth, Strategic Development Officer at Metro Contracting
3. Stay connected with your co-workers.
I think we are all realizing how much connecting is done within the office environment, whether through project-driven communication or just casual conversations. These are also the times where we learn about the nuances of our clients and what our technical staff is dealing with beyond project details. All of this builds and contributes to company culture and morale. Finding ways to connect through regularly scheduled Teams or Zoom meetings should be a regular part of company-wide communication during this time.
“I think once we get to the other end of this, we will see a drastically different workplace. Our industry is very collaborative, so I think the adjustment was a challenge, at first, for most of our staff. However, with Teams, they have been able to stay connected. I would venture to say that some of our employees are even MORE productive because they can control their interruptions better. Our project managers have put daily communication meetings into place in order to maintain the feeling of control and normalcy for all levels of employees.”
– Nicole Grabow, VP Marketing & Business Development at Kudela & Weinheimer
4. Showcase your clients.
Finding ways to highlight your clients that extends beyond posting about your firm’s projects is a great way to provide support to that 20% that you’re focusing on.
“I am constantly updating firm leadership on what is happening with our clients, so that we can focus in on and release content that is not just highlighting our firm, but also the amazing work our clients are doing during this tough time. I am continuing to update clients and individuals of our consistent commitment to them and our operations.”
– Danny Cornejo, Senior Associate at O’Connell Robertson
5. Boost your emotional intelligence.
As you’ve probably noticed, everyone is handling this situation differently. Some are doing better than others and that’s okay. During these times when your technical staff and clients are feeling more stress than normal, rely on your emotional intelligence and be a resource to help them deal with frustrating situations. Spend some time reading up on emotional intelligence and how you can improve your capabilities in order to be there for others. I found the breakdown of emotional intelligence in this article and the exercises for improving your skills very practical and useful.
There are a lot of ways to support one another right now, and no matter if you do that through text, chat, video or over the phone, don’t underestimate the impact of human connection during these challenging times. Your sincerity and desire to connect will be much appreciated by others.