29 Jul Building Trust with Clients
Companies with great customer relationships are able to grow their businesses without gimmicks, fee cuts or special treatment. You have to be good at what you do, of course, but having a truly successful business is based on one simple concept: trust.
With trust, you’ll have customers (or clients) for life. Without trust, you may as well pack up and go home.
Building trust with clients takes time and a lot of hard work. But is entirely doable if you and your team work on great customer service.
When customers trust a brand, 83 percent will recommend a trusted company to others and 82 percent will continue to use that brand frequently (according to recent marketing industry survey). While hardly anyone talks about the time you went above and beyond for a customer, you’ll certainly hear from the disgruntled ones if you failed to make a deadline or delivered a product that didn’t do what you promised.
Earning a customer’s trust starts with giving great service. How would you want to be treated if you were a customer? The reality is that service should come naturally, instead of being strategically planned. The more you plan for great service, the less time you’ll spend delivering it.
Your marketing outreach should follow suit. Provide resources which compliment superior customer service. We have a client at Kadie Solutions who delivers quarterly market reports to their clients showcasing trends, providing insights, and non-biased data. It is their best marketing tool because it makes their clients more knowledgeable (and thus building trust).
Sure, there will be times when you’ve tried your best and can’t seem to make any headway with a particular problem. But building trust with clients will help you overcome obstacles and help you strive for responsiveness, timeliness, and exceeded expectations.