It’s no secret that the way we work has been rapidly evolving over the past few years—specifically, where we work. With the rise in remote work, building client relationships from afar has become more important than ever.
Nectafy has always operated remotely, so we’ve been navigating the intricacies of remote work for more than a decade. During that time, we’ve picked up some unique insights into how to foster trust, communication, and collaboration with our clients from behind a computer screen.
But it got me thinking: What are other people and companies doing to build strong relationships with their clients? Because let’s face it—forming a connection with someone you’ve never met in person, and likely may never meet, can feel awkward. So in addition to my own tips below, I asked more than 20 other business professionals to weigh in, too.
Whether you’re a seasoned remote worker or new to this style of work, I’m excited to pass along these tips for strengthening your own client relationships and ensuring success, no matter the distance.
Looking to work with actual humans when it comes to your company’s content marketing? Book a time to talk with us and we’ll see how we can help!
31 Ways to Build Client Relationships When Working Remotely
As Nectafy’s Head of Client Success, I interact with our clients on a daily basis. It’s literally my job to make sure our clients are happy, and that means figuring out how to best build a relationship with each and every one of them from behind a screen. The following eight tips have helped me most over the years, but keep reading for the nuggets of wisdom contributed by others!
My personal tips for building client relationships remotely
1. Set clear expectations about our working relationship from the beginning.
The very first thing we do when onboarding a new client is to set up a kickoff meeting, where we review everything the client can expect when working with Nectafy. From who they’ll be working with to how we communicate and deliver projects (more on that below), it’s all covered at the start so there is no uncertainty as we forge ahead. (Here’s the typical agenda we use for these kickoff calls if you need a little inspiration! 👇)
2. Define our communication tools.
Nectafy’s primary communication tools are email and Zoom. Chances are, we’re not the only external agency that our clients are working with—they may have a PR team, web developers, and/or a PPC agency to name a few. And since each of those teams will have their own set of communication tools, we find that keeping the tools that we use as simple as possible makes things easier and less confusing for the client.
Throughout the years we’ve had clients suggest we join their internal Slack channels, ask us to host calls on Google Hangouts, and try to share their personal cell phone numbers. While there’s nothing wrong with these communication methods, accommodating every individual’s unique communication requests would dilute the effectiveness of our own work processes (and likely just make things more confusing for us). We’ve found that letting our clients know from the beginning how they can best reach us sets the stage for ongoing healthy communication.
3. Set communication boundaries.
For us, this means we will respond during normal business hours, Monday through Thursday. We have a four-day work week and make sure our clients are aware of this from the beginning. At Nectafy, having a healthy life/work alignment is at the core of our culture, and setting clear communication boundaries helps to avoid personal burnout. Additionally, when boundaries are in place, you avoid uncomfortable situations (like your client calling your personal cell phone at 8 p.m. on a Tuesday evening!) and misunderstandings.
4. Use simple project management tools.
Utilizing project management tools to keep everything transparent and aligned is essential—and the simpler the better. Our clients may be tasked with managing multiple PM systems depending on how many other agencies they’re working with. So for starters, we don’t want the tools that we use at Nectafy to cause any frustration or confusion for our clients, especially if they have to juggle more than one tool. It is our hope that, if they’re not already familiar with the platform we use, they at least find it incredibly easy to learn.
At Nectafy, we’ve used Favro as our PM tool for many years. It’s simple for our clients to use, even for those who have never heard of it, as it uses a Kanban layout that most of them are already familiar with. (The Kanban style is also used by other popular project management systems like Asana and Trello.) Kanban boards allow teams to easily visualize where each task is in the pipeline, and we have found that sticking with this kind of PM tool ensures that our clients never have to question the progress of a project.
5. Check in regularly.
For a majority of our clients, this means a monthly Zoom check-in call. While the frequency may look different for everyone, clients appreciate knowing that there’s a standing meeting where they can offer feedback, make requests, and discuss issues. Taking the time to meet regularly also assures your client that you’re thinking of them and gives you the opportunity for a face-to-face connection, even if it’s just for a few minutes.
6. Turn the video camera on for meetings.
Speaking of face-to-face, please turn your video camera on for meetings! It can be extremely challenging to form a connection based solely on a voice. Being able to see facial expressions and reactions, and make eye contact, are crucial aspects of relationship-building. Not to mention that hiding behind a default headshot photo (or worse, a black screen) does nothing to foster relationships over the long term.
7. Form personal connections.
If you were meeting clients in person, you’d likely know a thing or two (or more) about them. You’d have small talk, ask about their weekend, how their kids or grandkids are doing, what they’re looking forward to that week… you get the idea. It’s important to have those same conversations when meeting remotely with clients! If you’re able to personalize a question to them the next time you get on a call, it shows that you care and are listening to them when they speak.
8. Provide transparent project updates.
We’ve all been there: A project is behind schedule for any number of reasons, and your instinct is to just keep quiet as your team plugs along at getting it to completion. But the radio silence from you, and the lack of transparent updates, can potentially cause your clients to not trust that you’re capable of getting the job done. Being honest about where things are in the pipeline, even if you’re not where you should be, will only help to strengthen the trust your client has in you over time.
Tips from other professionals on building client relationships remotely
On Communication
9. Bring a positive attitude to every interaction.
“Doing excellent work, delivering on time, and being professional are all baseline expectations that go a long way in and of themselves, but the added magic is to bring a friendly and open attitude to each interaction. Remember, it isn't what you said or did, it is always how you made them feel that sticks with them and keeps them coming back.”
Amy De Wolfe, Freelance Presentation Designer at Presentation Design Pro
10. Ask about communication preferences.
“You shouldn’t expect clients to bend to your preferences, so meet theirs with everything in your power. A quick ask about communication preferences early on can help you figure out where, when, and how to reach out to best establish a working relationship. If you can’t meet those preferences, you can discuss alternative options that work for both of you to prime for better connections and success.”
Mark Pierce, Founding Partner of Wyoming Trust and LLC Attorney
11. Over communicate.
“Anytime a client might want an update, beat them to it and provide it proactively. Ensure they always know where the work stands, any potential delays, and anything that's needed from them.”
Abby Richards, Founder of The CPG CFO
12. Connect and interact on social media.
“Platforms like LinkedIn provide ample opportunities for casual interactions and content sharing, promoting a bond beyond business. Remember, remote work may change the way we connect, but it doesn't have to affect the depth of our relationships.”
Gianluca Ferruggia, General Manager at DesignRush
13. Document important communications in writing.
“The more you can be transparent with your communications in writing, the more you're able to trace the history of your work, stay on the same page, and create amazing work that both you and your client can feel proud of at the end of the day."
Aaron Wertheimer, Copywriter Specialist at Marketing Reel
14. Actively seek feedback and address questions thoroughly.
“We actively seek feedback from our clients and ensure we address all their questions during demos and beyond. This proactive approach not only helps us improve our services but also shows our clients that their opinions matter. This strategy has helped us maintain strong, positive relationships with our clients, even in a fully remote setting.”
Axel Lavergne, Founder of Reviewflowz
15. Ask about (and remember) the little things.
"I've found that getting to know clients on a personal level is crucial. I make an effort to remember their birthdays, anniversaries, and details about their families, and engage in conversations about their likes and dislikes. This approach helps build trust and genuine connections that go beyond just work.”
Gillian Lindstrom, Senior Account Manager at Brandmint
16. Give it time.
“Remote work, even with its multiple connection points (Slack, Zoom, email, text) puts a healthy wedge between us and our fellow humans and for this reason, it just takes longer to form relationships that penetrate surface niceties. Remembering that this is still a unique, literal disconnect to how we're used to relating with others, and having patience at the pace of relationship building, is key. This means tempering expectations, resisting frustration, and maintaining patience in the process.”
Brie McWade, Brand Design & Digital Strategist at Advisory House Design
17. Embrace the art of virtual vulnerability.
“[Be] willing to share a little bit about your personal life, interests, and passions with your clients. When you're not in an office, it can be easy to feel like you're just a faceless entity on the other end of an email. But, by sharing a bit about yourself, you can humanize your remote work and create a sense of connection with your clients.”
Gabrielle Yap, Senior Editor & Culinary Entrepreneur at Carnivore Style
On Meetings
18. Record every meeting.
“Remote meetings add a layer of distraction because you’re staring through a screen rather than meeting face-to-face. The details matter, but they’re easy to miss over virtual meetings, especially if you’re trying to balance note-taking with staying present in the moment. When you record meetings, you free yourself to be more present and engaging because you can review the important details later. You can make the most of every meeting and establish deeper connections.”
Colt Agar, Head of SEO at Red Stag Fulfillment
19. Send a post-meeting follow-up.
“It’s easier to misconstrue things virtually, so the follow-up message is a great way to connect more often, confirm what you discussed, answer questions, and outline the next steps. It’s a very low-effort action with a big payoff. Make sure every follow-up has a defined goal and hit send within 24 hours after every meeting.”
Brooke Webber, Head of Marketing at Ninja Patches
20. Set up virtual team introductions.
“Facilitate a virtual meet-and-greet to help the client feel connected to the team working on their projects.”
Gabriel Lukov, Head of Inbound Growth at Businessmap
21. Remove distractions before entering a call.
“It sounds simple — and not having applications up is difficult for most people — but it makes a world of difference. Folks can tell if you are distracted by reading an email or noticing a Slack message. If you wouldn't do it in front of them physically, don't do it virtually. Clients notice when you are giving your full attention and it is appreciated.”
Hannah James, Appraisal Administration
22. Prepare meeting agendas in advance.
“[To] ensure that meetings are productive and I’m respectful of their time, I prepare an agenda in advance, highlighting key points of discussion, and share it with the client beforehand. This approach shows that I value their time and am committed to making our collaboration as effective as possible. Over time, these regular, well-structured video calls have significantly strengthened my client relationships, even though we might be miles apart.”
Keca Ward, HR Director at Infinite Blue
On Engagement
23. Exercise proactive engagement.
“Don’t wait for clients to reach out to you. Regularly send updates on project progress, share relevant industry news, or offer new ideas that could benefit their business. This shows that you are engaged and invested in their success.”
Jessica Miller, Marketer at FlexClip
24. Set up Google Alerts.
“Google Alerts is one easy tool that makes building and deepening remote relationships much easier. We can set up Google alerts on a client’s company, industry, and name, or add them to running RSS feeds for every client, so we’re instantly updated whenever something big happens. We get to be some of the first to hear about press releases, major company updates, and big client wins so we can share them on our socials and reach out personally to congratulate or offer support. Knowing what’s happening with clients helps you approach remote conversations and more naturally drive conversations at future touchpoints.”
Logan Mallory, Vice President of Marketing at Motivosity
25. Remember important dates and send personalized cards or small gifts.
“Whether it's a birthday, a holiday they celebrate, or a professional milestone, taking the time to acknowledge these occasions goes a long way in strengthening the bond with clients.”
Megan Kioulafofski, Owner of Sublime SEO
26. Be engaged.
“There is already the huge spatial disconnect, you must fill in the gap with undivided attention and interest. Make the client feel like you have nothing on your mind except them!”
Mesha Muwanga, Licensed Marriage & Family Therapist at Rhema Therapy Inc.
On Performance
27. Own up to mistakes.
“It's frequently difficult for remote workers to win over people's trust and loyalty. A bad situation might get worse if it is handled poorly. To boost confidence, it's essential to be open and honest about the process and take responsibility for any errors.”
Mark Gadala-Maria, Co-Founder & CEO at Post Cheetah
28. Regularly ask for feedback on performance and communication.
“Regular feedback sessions create an open line of communication, ensuring that both parties are aligned and any misunderstandings are promptly corrected. It also shows clients that you are dedicated to their satisfaction and willing to adapt to meet their needs. Ultimately, this leads to higher client satisfaction, repeat business, and positive referrals, which are invaluable for anyone working remotely.”
Danielle Hu, Founder of The Wanderlover
On Networking
29. Facilitate peer connections.
“I introduce clients to others within my network who may benefit from mutual connections, providing added value to our relationship. This helps me create a sense of community and trust, as clients see I’m committed to their broader success. Encouraging these connections also opens up opportunities for collaborative growth and shared insights.”
Michael Schmied, Co-Founder & Lead Financial Consultant at Kredite Schweiz
30. Create opportunities for peer-to-peer networking.
“Create opportunities for your clients to connect with each other. This could be through a dedicated Slack channel, a virtual networking event, or a client forum. By facilitating these connections, you not only provide additional value to your clients, but also create a community around your brand, fostering loyalty and long-term relationships.”
Cassie Fields, President at AutoLeap
31. Showcase your clients’ successes.
“The 'client spotlight' initiative we've started at Businessmap, where we spotlight a client's project or initiative on our social platforms, has been a huge hit. It has helped us create a sense of mutual appreciation and community, highlighting our client's success as our own.”
Albena Georgieva, Head of Partnerships at Businessmap
Building Client Relationships From Afar Is Possible And Rewarding
Building strong client relationships remotely might seem challenging, especially if you’re new to remote work, but it’s both possible and rewarding. By embracing the right strategies—like maintaining open communication, showing genuine interest in your clients' needs, and leveraging the right technology—you can foster trust and collaboration no matter the distance.
Interested in forming a relationship with Nectafy? We’re a group of friendly humans who would love to provide the engaging, informative content your audience is hungry for. Tell us about the content your business needs and we’ll see how we can help!
