Did you know: 72 per cent of consumers will share a positive experience with six or more people? (strategicdriven.com)
Customer service. It can be amazing and you can win raving fans or it can be disastrous; we’ve all heard the stories (or been on the receiving end) of absolutely horrible customer service experiences.
Smart businesses understand the importance of having a great customer experience and this starts with service. Unfortunately, far too many businesses make a huge mistake when it comes to their customers and that is not building trust from the beginning.
Some people say business is a numbers game, but we believe it’s a relationship game. Relationships are key to our business and the way we conduct business is by having a strong emphasis on building relationships with our customers because we know this promotes customer retention and loyalty.
Five key points on how to build trust with your customers
1. Train your staff properly
Having competent staff who are skilled and knowledgeable promotes trust because customers will feel confident in dealing with them and, in turn, your business. Investing in staff training will not only be an added benefit for your business but also your customer loyalty.
2. Resolve issues quickly
More than 80 per cent of consumers say “the number one factor that leads to a great customer service experience is having their issues resolved quickly”. (LivePerson’s Connecting with Consumers Report). This is an important step in the customer’s journey and in trusting you as a business.
We know how it feels when issues aren’t resolved swiftly, so make sure there is a process in place to make this happen.
3. Genuinely care for your customers
They are people just like you and it’s important they are not treated like a number. Making sure you have efficient systems in place to help customers is imperative to the success of your business. Think about how you like to be treated and do the same. Be kind and friendly, and remember the small things like manners and being polite.
4. Be a great communicator
Communication is key to any and all great relationships and is also a key factor to building trust with people. It’s about being honest and sincere. Having open communication online and offline allows you to build a connection and rapport with your fans.
Make sure you deliver on your promises and do what you say you are going to do. Sometimes you may not be able to deliver on a promise due to unforeseen circumstances, however, this must be properly communicated to your customers.
These five points not only relate to business but also in life. Having a great relationship with your customers is not only pleasurable but profitable as people will stay with a company that looks after them. It’s a win-win for everyone.