It’s simple really – no customer will ever do business with a company they don’t trust. Although a small word, it proves to be the foundation of every decision made by customers who find you, to consider what you offer, and most importantly, if they’re going to buy from you.
We’re all customers to someone – whether it’s a mortgage or insurance company, a phone network, or even a charity. If you give a business money, be that a one-off sum or a monthly payment, you are demonstrating trust which shows a great deal of promise and reassurance that you’re delivering a high quality product or service.
But how do you continue to build trust as a business? Here are some tips to consider.
Never overpromise and underdeliver
For a customer – there really is no greater disappointment or even a sense of anger when a company promises a service, and quite simply doesn’t deliver. It can result in you losing a customer, negative reviews, and they could even recommend that others not use your services. This could prove detrimental to your business, quite simply because you weren’t honest, realistic, and transparent in what you could deliver. Always deliver on your promises, and in return, you could see more customers, more money, and overwhelmingly positive reviews.
Address issues directly
In any business, unforeseen issues will inevitably arise. It’s impossible to predict the future, so when these circumstances do occur, communication and honesty is key. The most important thing to consider is being open, keeping your customers updated, and deal with any complaints head-on. It should be your aim to resolve any complaints as soon as you can – the way you handle this is absolutely paramount to keeping the trust going, and essentially, keeping your customers.
Always be courteous and aware – there will be others, even potential customers, analysing the way you overcome complaints to see if you deserve their custom. Show that you care through words and actions – doing this will give you and others the confidence to trust your business and to know that you truly deliver and listen.
Respect the opinion of others
If everyone in the world had the same views and opinions, it would be quite a boring place to live. We all offer something unique, and this is the same when it comes to opinions. Not everyone will agree with the way you promote your business, the copy you use, the images you choose. However, asking and listening to the opinions and viewpoints of others will help you to show that you value your customers. It’ll also contribute in greater confidence towards you, the leader.
As well as listening, you should aim to reply to emails, comments and return phone calls as soon as you can. Arrive on time when it comes to meetings and stick to events and schedules. Keeping all these points in mind will greatly improve trust and respect between you and your customers.
Build effective relationships
Building relationships takes a great deal of time – sometimes even years. Do you know how long it can take for trust to be completely destroyed? Seconds.
You should be able to give and take in your business – share your wisdom, an offer, or guidance, and you’ll likely gain the trust of a customer. If you continue to implement all the points mentioned above, you should be able to extend your customer base even further and most importantly, keep them satisfied for a greater period of time.
Building trust between yourself and your customers is absolutely vital to success. Customers know this and will rightly demand the very highest and best service possible. After all, they’ve chosen to invest in you – there really is no greater compliment.
