The 5 Best Ways to Build Customer Relationships While Working Remotely

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As digitization is increasingly mainstreamed, numerous businesses are moving to remote work. But unsurprisingly, remote work hasn’t been all about a new spectrum of benefits. There are emerging challenges to be offset, one of which is building customer relationships remotely. Modern software and tools play a big part in remote customer relationship management (CRM) today but nothing as crucial as ethics and personalization. Below is why you can bank on this philosophy and why a customer-centric approach, as exemplified in five simple ways, is far from hindered by distance.

1) Get on the Same Page

Before beginning any work with a client, make sure that you both have a clear understanding of the project scope and expectations. Make sure to go over each detail such as timelines, deadlines, deliverables, and payment arrangements so that there are no misunderstandings. This is an opportunity for both parties to express any concerns and to adjust the project timeline or deliverables if necessary.

Also, this is an opportunity for you to show your expertise and be proactive in finding ways to make the project successful. It’s important to remain flexible and accommodating to ensure that the customer feels like their needs are being taken seriously.

2) Communicate Regularly

It’s essential to stay in contact with your customers, no matter where you are working. Regular communication not only helps to keep your customers up to date on the progress of their project, but it also allows them to have a better understanding of what you’re doing and why.

One way to do this is by using digital communication tools such as Zoom, Skype, or Slack. These tools enable you to talk directly to your customers, in real-time, without having to worry about geographical boundaries. You can also use these platforms to host online meetings, create collaborative spaces for projects, and send instant messages to stay in touch.

You can also set up automated emails. This will allow you to keep them informed about any changes or updates regarding their project. You may even add personalized touches such as their name and company logo in the emails to show that you care. You can also stay connected through traditional methods such as telephone calls and personally drafted emails. Even though

most communication these days is done via digital means, it’s still important to have a personal touch when dealing with customers. A simple phone call or email can go a long way in building strong customer relationships.

Again, you need to be transparent when working with your customers. This will dissuade any fear that your customers might have and build their trust in you. Being open and regularly communicating with your customers builds their confidence in your ability to deliver whatever service or products you’re providing them.

3) Set Expectations

When it comes to building relationships with customers while working remotely, setting expectations is key. Establishing clear expectations upfront will help both parties have a better understanding of the goals, timelines, and commitments that are necessary for the project.

One way to set expectations is to create a project plan that outlines the deliverables, deadlines, and budget for the customer’s project. This should be shared with the customer so that both parties understand what is expected of them. The project plan should also include details on how communication will take place between the two parties, how often meetings or check-ins will occur, and any other details related to the project.

Setting expectations around response times is also crucial so that when a customer reaches out with a question or concern, they know when they can expect a response.

Furthermore, it is important to talk about expectations regarding feedback. If a customer is not happy with your work, allow them to express their concern constructively. By setting expectations around feedback, you are more likely to get helpful input and have a better understanding of how to improve your services.

4) Get Personal

Getting personal is another way of overcoming the challenges faced with building customer relationships when working remotely. Take the time to get to know your customers by learning about their lives and interests. This will help you build an emotional connection with them and make them feel like more than just a customer.

An effective way to get personal is to send your customers personalized emails or cards. It doesn’t have to be anything big or expensive — just a simple “hello” or “happy holidays” message can go a long way.

Do not forget to show appreciation for your customers. Acknowledge their loyalty, thank them for their feedback, and let them know how much they mean to you. These small gestures will make them feel valued and appreciated.

Not only should you show interest in your customers by reaching out to them with personalized salutations and wishes, but you can also ask them about the system of communication they prefer. Get to know the difference in the time zones. This will let you know how to establish meeting times that will be convenient for your customers.

5) Show That You Care

As a remote worker, it can be hard to show that you care about your customers. After all, you’re not able to meet them in person, so how can you make sure they know that you care? One great way to show that you care is to go above and beyond when it comes to customer service. Whether it’s responding to emails quickly or providing helpful solutions to customer issues, showing that you care will create trust and loyalty between you and the customer.

Another way to show that you care is to listen to your customers. Make sure that you are actively listening to their concerns, feedback, and ideas. Not only will this make them feel heard, but it will also help you better understand their needs and wants.

Also, make sure to develop appreciation as a habit either through words or actions. A simple gesture of appreciation can go a long way in building customer relationships. You can send thank-you cards or emails, offer discounts or promotions, or even just verbally thank your customers for their patronage. Taking the time to show your appreciation will demonstrate your commitment to your customers and make them feel valued.


Building customer relationships when working remotely might be challenging as there is no in-person contact. To build this relationship, you have to consider several ways to improve communication between you and your customers. Ensuring that both you and your customer have a clear understanding of the project scope and expectations is one way to build this relationship. The growth of a business depends on how satisfied your clients are with your work. To ascertain this, you need to keep the communication regular. This is to keep your customer updated on improvements made in the project and also to get feedback that will help you improve your work. Knowing your customers well and showing them you care by appreciating their efforts and patronage goes a long way in deepening your customer’s trust in you.

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