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Six Ways to Build Better Customer Relationships

By February 6, 2019 No Comments
Two business people shaking hands featured
Two business people shaking hands featured

In today’s customer-driven business world, the only way to succeed is by building solid customer relationships. The foundation of any great relationship is trust. Building trust with customers was once easy because you met with them in person. Today, business is different. The majority of customer interactions are conducted on the telephone or online—making building trust more difficult.

Building trust takes time, hard work and patience to see results. When you succeed at it, you’ll create loyal customers who stick with you for life.

Here are the six best ways to build trust with your customers:

1. Empower customer service representatives
Customer service is still the first thing customers notice about your business. Empower your representatives to fix customer problems, answer questions and do what it takes to turn an upset customer into a raving fan. In most cases, those customers will see your commitment and know they can count on you for future needs.

2. Deliver what you promise
Telling a customer something will be completed by a certain date and then failing to deliver paints a negative picture of how you do business. Make sure your team can handle new projects before making promises and set deadlines that are viable. If you can’t meet that deadline, reach out to the customer by phone or in-person ahead of time to minimize their anger.

3. Be consistent
Providing a positive customer experience once followed by a poor one, makes customers trust you less. Inconsistency makes you look unreliable. Work with your team to be certain they know what you expect and how to deliver the best experience every time.

4. Be vulnerable
Providing a positive customer experience once followed by a poor one, makes customers trust you less. Inconsistency makes you look unreliable. Work with your team to be certain they know what you expect and how to deliver the best experience every time.

5. Honesty is mandatory
Don’t be tempted to hide your mistakes with customers. The minute they feel like you are keeping secrets or are not being direct about their account, they will feel uneasy and head for the door. When you make a mistake, be honest with customers. Get them on the phone, explain what happened, how it impacts them and how you plan to fix it.

6. Communicate often
If you only contact customers when they owe you money, they will never trust you. Consistent communication shows them you care about their well-being and that you are working hard to make their days easier. Sharing valuable information in e-newsletters or sending emails to check in goes a long way in building trust.

Turning customers into loyal customers requires more than getting them to like you. Putting in the effort to build trust with customers turns them into loyal customers who stick with you for the long-haul. Use these six tips to increase your trust with customers and build better relationships. It won’t happen overnight, but with some dedication, it will pay off in increased retention, higher sales and a better reputation.