Have you started using new digital communication tools recently? While these programs might be a necessity these days, some of your senior clients might need a little help getting up to speed.
If you need to meet with your clients remotely, you don’t want them to be distracted by technology anxieties when you want to focus on coverage needs. Taking a little time now to help guide your clients into a digital world may prove extremely helpful when AEP rolls around.
Here are some tips to keep in mind.
1. Find out what your clients already know.
Some seniors are already pretty tech savvy. They may be familiar with the program you want to use, or they may be familiar with similar programs. Before you dive into a long explanation of the tech, ask your clients about what they’ve used and how comfortable they are with video conferencing and other tech tools.
2. Find out what devices your clients own.
Don’t assume your clients have a laptop with a built-in camera or a modern smartphone. They may be using older desktop computers and flip phones – or even landlines. This could make video conference calls more difficult to set up.
3. Don’t skip steps.
Some steps may be obvious to you but not so obvious to others. When guiding your clients through a new program, it’s important to cover every single step, even if it seems obvious to you. Write the steps down and send them in advance of your virtual encounter so they have a handy reference sheet.
4. Be patient.
Your clients may be using old, slow computers that take a long time to load. They may take a long time to go from one step to the next, and they may make some mistakes as they get used to a new program. Be understanding of this.
5. Make sure you know the tech, too.
Being younger doesn’t automatically make you an expert in all programs. You need to take time to learn these programs, too. This can help you avoid major delays and technical difficulties during your digital meetings. And the more confident you seem, the better your clients will feel.
6. Check out how-to articles and video tutorials.
There are many how-to articles and video tutorials on popular video conferencing programs. You can use these tutorials to brush up on your own skills. You can also share them with your clients. You may still need to guide your clients through the process, especially if they’re nervous about using new tech, but the tutorials can act as a convenient reference.
Some of these tutorials are from the companies that make the programs, and some are from third parties. For example, Zoom offers several video tutorials, and Business Insider has a guide on Zoom basics.
A quick internet search will turn up many more tutorials on Zoom, Skype, Google Meet, and other tech tools. Whatever you’re using, do a search and find one or two sites that give a clear explanation.
7. Offer a tech test drive.
Ask clients if they’d like to test drive the technology before your AEP planning call. If so, schedule a five-minute meeting about a week before the AEP call. Make sure they have their cheat sheet ready. Keep it light and fun. When clients are able to test drive the technology ahead of time, they are more likely to feel confident and in control of the process when they arrive for your AEP meeting.
Helping your client feel comfortable with tech will make you seem like the hero … and make your job easier when it’s time to help them select the best plan for the coming year.