If a customer doesn’t trust your business, they’re not going to hire or buy from you. Customer trust is one of the most important assets a business can have. But businesses sometimes become so concerned with making their products and services look good that they forget how important it is to demonstrate that their staff are also trustworthy.
Instead of focusing on how to sell, sell, sell, the first thing you need to do is show your customers how reliable and trustworthy your business really is. But how do you achieve this?
Well, it’s not always easy. Earning, building and keeping your customers’ trust takes some time and effort – but if you’re truly dedicated to becoming a trustworthy business, your long-term prospects will be much better for it.
Let’s take a look at three key ways you can begin the journey of earning your customers’ trust.
1. Make a solid first impression.
First impressions really are everything, both in person and online. Wherever your business is based, you have a short window in which first-time customers will make a judgement on the value, professionalism and trustworthiness of your website, office or staff members.
It’s perhaps a little easier to make a good first impression in real life than it is online. In person, it’s all about the right manner of greeting the customer, making them feel welcome, and determining what you can do to meet their needs. But don’t talk like a salesperson and launch right into selling your products or services. Instead, you should focus on making the customer aware that they are your first priority (more on this point below).
Online, it’s even more important to ensure a good first impression. When a potential client or customer visits your website, there are a few things they want to see right off the bat: professional, effective design; fast loading time; and a user-friendly online experience. If you can ensure your website meets all these criteria, you’ve made a good first impression on the customer – and you’re well on your way to earning their full trust.
A great way of making a solid first impression is by using Smart Numbers allowing customers to contact your business more easily.
2. Ensure customer service is your first priority.
For a customer to trust your business entirely, they must understand that they are your first priority. They must feel sure in the fact that you are there, first and foremost, to meet their needs and provide them with first-class service.
So what does amazing customer service entail? There are a few key things customers want to see: availability, responsiveness and support, plus a willingness to exceed expectations by going above and beyond – to name just a few. If you can demonstrate to customers that you value their business and will work hard to give them what they need, they’ll be much more inclined to trust you again and again.
Plus, if a customer has a positive experience and receives great service from you, they’re much more likely to recommend your business to others. There’s no underestimating the power of word of mouth for building a trustworthy reputation among potential customers.
3. Foster a business culture of honesty and transparency.
‘Honesty’ and ‘transparency’: they’re two words that immediately come to mind when you consider what customer trust really entails. And yes, this means admitting it to customers if/when you make a mistake. Customers don’t appreciate businesses skirting around the truth, let alone straight-up deceiving them – so be sure never to try to cover up errors. Instead, address the issue head-on and explain what you’ll do to fix it.
Another way you can demonstrate your business’ transparency is to allow for reviews and ratings on your website or social media pages. People will often trust the testimonial of other customers over anything else – and if you’re doing things right, you’ll soon build up a host of positive reviews, which will make a hugely positive impact on your trustworthiness in the eyes of future customers. A mature business will quickly respond to negative comments to ensure the protection of their brand reputation.
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As well as following the points above, take a look at other businesses deemed trustworthy by customers. With many years in the industry, 24/7 customer support and a dedicated culture of transparency, Zintel is a great example of a business that strives to foster customer trust in everything it does. Why not take a leaf out of their book?