Build Trust. Build Value.
by Amber Kossak
Trust! What is trust? Is Trust something that can be built with others? Is it something that can be broken? Can Trust be rebuilt once it has been broken?
You have a Choice….. You can choose to build trust and value with your customers. If you hold on to what is of value you will hold on to your customers. The ultimate goal is to build a lifelong friendship with your customers. Here is a scenario: A person walks through the door and the first words that come out of the employee’s mouth are “Hey, it’s the black sedan” What??? What just happened here? Ask yourself, is that the service I want to be given to me? Do I want to be known as the next job or to be known by my name? Make sure you know your customers well. Let’s try this: “Good Morning Miss Smith, It is great to see you”. Remember; build a relationship with your customer and over time they will appreciate the value you provide.
Your friendship will matter.
Motivation – What is your employee’s motivation? Is it positive or negative? What kind of environment are you promoting? Is it happy, stressful, or is there a lot of tension in your work environment? Remember, if you are positive and energetic that message will be conveyed to the customer. Happy Employees equals Happy Lifelong Customers. I once read “You cannot change the fruit without changing the root”. Ask yourself… Do you want your customer base to expand? Then look at the root of the issue. Ask yourself, what is it that needs to be fixed in order for me to reach my full potential?
When you are making a decision, long or short term, remind yourself there will always be something attached or what you would call the ripple effect. Every decision a person makes not only affects you, but it affects the people around you too. In the past, I have mentioned an author I particularly like, his name is Stephen R. Covey and his book 7 Habits of Highly Effective People. He has a quote in this book that has proven effective for me in all areas of life “We are free to choose our actions, based on our knowledge of principles, but we are not free to choose the consequences” (To reference this quote it is found on page 123 of his book) Remember “If you pick up one end of the stick, you pick up the other end”. I feel this is very fitting in both business and life itself. When dealing with customers we always need to plan ahead; therefore prepare your team and educate them. If we do not focus on building trust and adding value the consequences may not work out the way we planned.
View every problem as an opportunity.
When you have an issue with a customer do you see it as an opportunity or a crisis? No matter how small the problem may be employees should view this as an opportunity to build a relationship with the customer. They now have the opportunity to respond quickly, in a positive manner and be happy to resolve the problem at hand. Remember; mistakes will happen but it is how we handle them, which will make all the difference!
In business, it is unheard of to do anything but a Win/ Win. You are making fair money and the customer gets a good deal too. However, there are people out there who believe they can get away with a Win/Loose, where they make all the money and eventually the customer ends up on the losing end. Eventually the customer senses they are getting ripped off and over time, the customer will eventually leave and establish a relationship with someone else. A Win/Win for both parties is a perfect world. When dealing with your customer make them feel at home, be positive, build trust, invest your time and they will invest in you. A Win/Win is a frame of mind that is shown by your actions not only in your everyday life but in your business relationships.
Remember, “A brand is no longer what we tell the consumer it is – it is what consumers tell each other it is.” –Scott Cook