This is a good question. Why? Asking you two other simple questions will tell you why. Have you ever asked an audience ‘Can I have your attention, please? ‘Follow the same question with ‘Do you trust me?’ Now, do both the answers to the questions above remain the same? If the answer is NO, then here’s why you have to work on building your customer’s trust. The secret to a success in any relationship happens to be trust. When trust increases, the level of attention in the same decreases. This is quite simple, most individuals turn their guard down when they find themselves in a trustworthy environment. The same happens when a customer trusts you. Over a period of years when you have happened to have gained the trust of your customer, he or she is willing to continue business with you based on a matter of trust. Though it’s quite obvious that TRUST is a quality to be developed in a business relationship as well, many do tend to find it hard to develop the quality. Here are a few thoughts on how you can win the trust and respect of a customer.
Elements that Build a Client’s Trust:
It’s quite obvious that almost every individual has had a bad experience with a sale that has gone wrong. This hits the purchase rate of a customer on any product for that matter and is hard to rewind that to normal. Understanding that your customer may have already had a bad experience at least once in his/her life, it’s always better to be yourself. This could even include, providing the customer with a list of pros and cons of the service you provide or product you sell and why they have a better chance from doing business with you. The honesty in the way you carry out the sale tends to build a positive opinion in you and your brand.
Value your Customer:
One customer gained is equal to nearly 10 customers won by just word of mouth. The same comes to negative feedback but the extent of damage can be tripled. Show your customer that you value their relationship and that a relationship no matter long or short termed, hold a great importance to the brand/ company. Maintaining regular contact with a dormant customer could take your brand recognition to various levels. This could be, by sharing a greeting on an important occasion, or just a simple coupon to get the ball rolling for their next purchase. Any small gesture can go a long way.
Customers always appreciate firms who go the extra mile. A business relationship is not always about the money. Not all requests by the customer need to be mentioned in the contract, you could be prepared to take a mild detour from the same with the best interest of the customer in mind. Also, taking the time to get to know the customers wants, needs, the challenges they face and the industry they are in shows that you really care.
Be ready to take a stand for what is right. You may come across situations when certain things might not just happen as per plan. But, when required to make a decision make sure that what you are doing is right. Never make promises that you can’t keep and never suggest more than what you can deliver.
However, gaining the client’s trust is only a part of the equation, but there’s more to making a business a success. This could include having the right product or providing the right quality of service that brings real value to your client’s business.
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