Three Ways to Make Trust a Must in Your Business
Trust is a two-way street. Whether serving customers or being the customer, trust is the cornerstone of every relationship and, quite possibly, the strongest marketing tool for a small business. A Better Business Bureau survey found 84 percent of consumers trust small businesses the most.
As a store owner, you can develop long-term clientele who, once they know they can rely on you, will even be willing to pay more for your product or service. Yes! It’s that powerful.
Here’s three tips for building trust with customers.
1. Say what? Walk the talk or customers will walk away.
Your product or service must be exactly what you say it is. Avoid hype. Shoot straight. Let your customers know exactly what your product or service does well, what it doesn’t do well, how it can help, how it can’t. Be honest and forthcoming, and follow-thru when you tell customers you will do something. They will be more impressed by your genuineness than any empty promises.
If this advice sounds familiar, it should. It’s exactly what we expect from equipment and service providers. Transparency, no surprises, delivering on what’s been promised… and getting what was expected. When it gets down to it, trust is built on action, not words.
2. Are you listening to me? Value the customer’s voice.
Show customers you hear them. Don’t be so preoccupied with selling that you miss what brought them into your store in the first place. They’ll notice whether you’re more concerned about them than yourself, and they’ll reward you for it.
Another way to demonstrate you’re listening is to post customer-generated reviews of your product or service. According to BrightLocal’s annual Local Customer Review Survey, 88 per-cent of consumers trust online reviews as much as personal recommendations. Provide customers links to review sites and offer them incentives to share their experience with your brand.
3. Was it something I said? Relationships last beyond a sale.
To grow your business, you need customers to buy from you again and again, and increase their average spend. Truth be told, it’s the relationship that keeps customers coming back. You create loyalty with service after the sale. When customers sense you care about them, they reciprocate.
It may be cliche, but treating others the way you want to be treated is the best path to creating trust — the most powerful currency in business.