1. 7
keys
SUCCESSFUL
client meetings online
to
Make sure your meeting technology is universal and easy to use
Your technology’s no good if your client can’t use it. Forcing software downloads, or frantic
hunts for an alternate tool when the first doesn’t work diminishes your professionalism in
your clients’ eyes. Ideally, your meeting technology should require no more than an internet
connection and a phone number. If they’re online, they’re in.
Distribute an agenda prior to the meeting
Research shows that meetings with pre-distributed agendas are overwhelmingly rated as more
productive and enjoyable. Sending an agenda in advance offers great bang for the buck. The
agenda should explain the meeting objective and the topics to be covered. If you plan to review
a document, say so, and provide a link to the document so participants can be prepared. Assign
a time limit to each segment of the agenda, and don’t forget to schedule time for Q&A when
appropriate.
Ensure everyone has easy access to documents in advance
There are multiple file sharing tools out there. Unfortunately, most require yet another login or
software download. You can email documents, but let’s face it: it’s a challenge for your clients
to ferret docs out of their inbox. The ideal is a meeting tool with a document repository built in.
That way, when participants click to join the meeting, their documents are right there. No fuss.
Make sure to capture notes, and get help doing it
Often, meeting leaders also attempt to fill the role of meeting note-takers—to the detriment
of both meeting efficiency and accurate note taking. Multiple note takers allow the leader to
concentrate on running a productive meeting, while providing a more comprehensive view
of the meeting’s key points. If you have a client who is interested in helping take notes, even
better! Then you know they’re engaged and you’ll get results documented in their words.
Use progress checks
When you meet online, your conversation can lose clarity. This makes it doubly important to
confirm that you’ve accurately captured decisions and concerns, and that you’ve accomplished
what you needed to with each topic. Use your notes to summarize and confirm progress
throughout the meeting. It’s a good way to remind participants of how far you’ve come. It
brings everyone together, and works as a springboard for additional progress. This will also help
you respect everyone’s time and help you keep to your schedule.
Assign action items and make individuals accountable
It’s not enough to verbally assign action items, or to leave them open for “anyone” to complete
at some unspecified time. Capture action items and assign them to specific individuals. Include
them in the meeting notes, and provide a due date. Then in subsequent meetings, be sure to
review the list of open and recently closed action items to help your client see that you’re on
top of all your commitments.
Follow-up
Distribute your notes immediately after the meeting. Then, permanently house them with your
other meeting and project records. That way, clients won’t have to search multiple emails to
puzzle the meeting back together. Maintaining such a centralized ‘meeting home’ will impress
clients with your professionalism and help you keep the entire team up-to-date with the project,
even when they can’t attend some meetings.

2. 7
keys
SUCCESSFUL
client meetings online
to
Your technology’s no good if your client can’t use it. Forcing
software downloads, or frantic hunts for an alternate tool
when the first doesn’t work diminishes your professionalism
in your clients’ eyes. Ideally, your meeting technology should
require no more than an internet connection and a phone
number. If they’re online, they’re in.
Make sure your meeting technology is universal
and easy to use
When you meet online, your conversation can lose clarity.
This makes it doubly important to confirm that you’ve
accurately captured decisions and concerns, and that you’ve
accomplished what you needed to with each topic. Use your
notes to summarize and confirm progress throughout the
meeting. It’s a good way to remind participants of how far
you’ve come. It brings everyone together, and works as a
springboard for additional progress. This will also help you
respect everyone’s time and help you keep to your schedule.
Use progress checks
Research shows that meetings with pre-distributed
agendas are overwhelmingly rated as more productive
and enjoyable. Sending an agenda in advance offers great
bang for the buck. The agenda should explain the meeting
objective and the topics to be covered. If you plan to review
a document, say so, and provide a link to the document so
participants can be prepared. Assign a time limit to each
segment of the agenda, and don’t forget to schedule time
for Q&A when appropriate.
Distribute an agenda prior to the meeting
There are multiple file sharing tools out there. Unfortunately,
most require yet another login or software download. You
can email documents, but let’s face it: it’s a challenge for
your clients to ferret docs out of their inbox. The ideal is a
meeting tool with a document repository built in. That way,
when participants click to join the meeting, their documents
are right there. No fuss.
Ensure everyone has easy access to documents
in advance
Often, meeting leaders also attempt to fill the role of meeting
note-takers—to the detriment of both meeting efficiency
and accurate note taking. Multiple note takers allow the
leader to concentrate on running a productive meeting, while
providing a more comprehensive view of the meeting’s key
points. If you have a client who is interested in helping take
notes, even better! Then you know they’re engaged and
you’ll get results documented in their words.
Make sure to capture notes, and get help
doing it
It’s not enough to verbally assign action items, or to leave
them open for “anyone” to complete at some unspecified
time. Capture action items and assign them to specific
individuals. Include them in the meeting notes, and provide
a due date. Then in subsequent meetings, be sure to review
the list of open and recently closed action items to help your
client see that you’re on top of all your commitments.
Assign action items and make individuals
accountable
Distribute your notes immediately after the meeting. Then,
permanently house them with your other meeting and
project records. That way, clients won’t have to search
multiple emails to puzzle the meeting back together.
Maintaining such a centralized ‘meeting home’ will impress
clients with your professionalism and help you keep the
entire team up-to-date with the project, even when they
can’t attend some meetings.
Follow-up