1. 5 Things You Must Know About Earning Customer Trust
Did you know that employees distrust managers and company executives? That was the recent
findings of a study conducted by Maritz, a market research company. Only 10% of Americans
believe the leaders of a company are honest and ethical, and 7% believe that senior managers
have actions that match what they say. If that’s how employees feel, it’s likely that is how your
customers also feel. That means you need to work on changing the customers perception of your
company. Here are 5 things you must know about earning customer trust.
1. Do What You Say You Are Going to Do
If your company does not keep the promises it makes, it is a huge turn-off for customers. This
includes thing such as:
Items that are grossly misrepresented – you know the “gotcha” part when you receive the
invoice.
The no fee scams – you find out after it’s packed with hidden fees
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2. Distorting the truth – no fee scams that add fees another way, claims that something is
guaranteed to last 10 years, when they really mean 10 years providing you don’t use it,
and the list goes on.
Make sure that what you say is what you are doing. That’s how customers come to trust you.
2. Take a Cut in Pay
There is a significant gap between what executives and managers make and the rest of the
working world makes. Even if, you can justify the salary you make, it still raises eyebrows, and
gets customers talking, and not in a positive way. It breeds contempt and resentment in your
customers. Reduce the hidden perks and go easy on the pay raises of executives and upper
management.
3. Listen to Your Customers
Keep the lines of communication open between executives, managers, and employees so that
customers know they are being heard. Never twist the customers words, and never try to make a
customer believe that poor service is actually good service. Don’t try to be sneaky with thing s
like surcharges being added as benefits – customers are a savvy bunch and they’ll catch things
like this. If you aren’t listening to what your customer is saying, they are not going to trust you,
and they are going to go elsewhere.
4. Don’t Hide
There is nothing more annoying or frustrating to a customer than not being able to contact the
managers and upper executives. To build customers trust do not use private phone numbers and
hidden email addresses. Let the customer know how to contact the people higher up in the
company should they want to take to them. A good manager is accessible to customers and to
his/her employees.
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3. 5. Don’t Lie
You might not go to jail, but your customers are going to catch that you are lying, and there will
go your trust. How often are customers promised far more than the company actually delivers?
Just tell it like it is – your customers will learn to trust what you are doing. Even if they disagree
with what you are saying they will respect you for being honest and trust you.
These 5 things to know about earning customer trust are just the beginning, but it’s a solid place
to get your started, because you see without customers trust and loyalty you have nothing.
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